Back Office Services
Excellent customer service goes beyond direct interactions. To create positive customer experiences, we implement a range of back office and BPO activities. We specialize in comprehensive back office outsourcing services, supporting the administrative backbone of businesses as well as auxiliary and organizational processes.
Solutions VCC
We offer advanced solutions designed to support the efficient operation of your business. Our services encompass a wide range of back office and BPO operations, from data management to technical and administrative support, providing comprehensive assistance in maintaining operational efficiency.
- Working with electronic documents: verifying accuracy, compiling documentation, and updating data within systems.
- Product catalog management (productization): managing and updating product-related information.
- Data entry: accurately entering data into relevant information systems.
- Ticket routing to warehouses and billing departments: verifying order status and routing orders to warehouses (incomplete orders, damaged products, shipment preparation) and forwarding tickets to internal billing or claims departments (errors in shipping, associated documents, payments, and reconciliations; claim status).
- Inventory verification: checking current inventory levels and reporting any shortages.
- E-commerce order processing: managing orders by changing the handling store, splitting multi-product orders into individual items, and assigning them to appropriate stores. Forwarding tickets related to order status, order completeness, damaged products, and other logistical issues to the relevant departments.
- Systematic handling of inquiries and customer communication: sending invoices to customers, issuing corrections, adding orders to loyalty cards, and registering and managing hotline inquiries. Processing customer requests such as sending duplicate invoices, contracts, payment schedules, and analyzing and processing overpayment refunds.
- Communication with suppliers and payment platforms: verifying shipment status, contacting carriers, reserving products, and managing reservations. Collaborating with payment platforms (e.g., PayPo) regarding payment verification, consultations, and changing payment deadlines.
- Billing process management: entering contracts into billing systems, updating personal and technical data, handling tariff and settlement changes, issuing invoices and corrections, managing marketing consents, and conducting outbound calls to clarify discrepancies.
- Client-specific task support: providing assistance with various issues, such as verifying the validity of account termination or reactivating and re-verifying expired alerts.
- Issuing and routing technical service orders: creating appropriate orders for technical work and then routing these orders to the relevant teams or departments responsible for their execution.
Benefits
The outsourcing of back office services offers numerous benefits that can significantly enhance the efficiency and competitiveness of your business. While these activities may be invisible to customers, they have a profound impact on customer experience and the sale of products and services. Here are some of the key advantages:
Flexibility and scalability
Our outsourcing services can be easily adapted to the changing needs of your business, regardless of its size or industry. This allows you to quickly respond to market changes and operational demands.
Reduction of operational costs
Outsourcing back office services enables significant cost savings related to hiring and training personnel, leading to more efficient use of resources and increased profitability.
Access to a skilled team and advanced technologies
As one of the leading outsourcing companies in Poland, VCC provides access to cutting-edge tools based on artificial intelligence. These tools allow us to automate many processes, ensuring efficiency and accuracy.
Data analysis
Our NewTech team specializes in comprehensive data analysis and provides customized tools tailored to the specific operations of your business, enabling better decision-making and strategic planning.
Multilingual team
Our team of specialists proficient in multiple languages can handle back office tasks in various languages, supporting international companies or Polish businesses on global markets.
Our Process: How We Work
1. Needs assessment
We begin by understanding the challenges and goals related to your company’s back office operations, taking into account your specific needs and resources. This initial evaluation is crucial for tailoring our approach to align with your business objectives.
2. Customized solutions
We offer personalized solutions precisely tailored to the unique needs and resources of your enterprise. Our services are seamlessly integrated with your business goals, the nature of your company, and the specific requirements of your back office processes, ensuring optimal operational support.
3. Implementation and training
Our team of experts works closely with you during the implementation phase, providing comprehensive training on internal processes. We employ a “train the trainer” model, where our trainer thoroughly learns your business processes and then develops and conducts a training plan for consultants, ensuring effective knowledge transfer and operational readiness.
4. Regular reporting and data access
We implement mechanisms for regular reporting and provide ongoing access to data related to your operations, performance indicators, and service quality. This transparency allows you to stay informed and make data-driven decisions.
5. Monitoring and feedback
Our collaboration is built on transparency. Our back office & BPO team regularly monitors performance and, based on analysis, makes necessary adjustments to ensure full alignment with your business goals and standards. This approach ensures the highest efficiency in the services we deliver.
6. Quality and efficiency assurance
We implement various measures to ensure the highest quality and efficiency of the tasks we handle, maintaining high standards throughout. This includes regular accuracy checks, process analysis and optimization, data analysis, and performance monitoring.
7. Scaling
As your business grows or during seasonal peaks, we offer flexibility in adjusting the size of the team and resources to meet changing demands in back office and BPO activities. We guarantee service continuity and maintain high service quality, regardless of the scale of changes.
Questions and Answers
What is back office outsourcing?
Back office outsourcing is the practice of contracting out administrative tasks and processes that are not directly related to a company’s core business activities to an external service provider. These tasks encompass a wide range of services, such as customer service, document management, email handling, data analysis, and many others.
Outsourcing these functions allows companies to focus on their core competencies and strategic goals, while an external partner manages the daily, routine tasks. This approach helps businesses reduce operational costs, increase efficiency, and gain access to advanced technologies and specialized expertise, ultimately leading to higher quality services and improved customer satisfaction.
What is BPO?
BPO (Business Process Outsourcing) is a service closely related to back office outsourcing, involving the delegation of entire business processes to an external provider. BPO can include managing complete areas of operations, such as back office or customer service. While outsourcing can be short-term or project-based, BPO typically involves a long-term partnership with the client. Like outsourcing, the goals of BPO are not only to reduce costs but also to optimize the efficiency of business processes.
How does OEX VCC ensure high-quality service in the area of BPO and back office?
Our team consists of experienced professionals who are continuously seeking solutions to ensure the highest quality and optimization of back office processes, ensuring service efficiency and ultimately enhancing the customer experience in every interaction with the business. At VCC, we have a dedicated team of analysts and an R&D (Research and Development) department responsible for developing tools that optimize processes, automate their execution, and effectively monitor the accuracy and speed of back office operations.
The NewTech team, which includes our analytics experts, are leaders in their field, as evidenced by awards and recognitions in prestigious competitions such as the Polish Contact Center Awards and CUSTOMER Contact Center Technology Award.
Additionally, we offer flexibility in adjusting the size of the team and resources to meet changing demands as the business grows or as demand fluctuates. Our operational model ensures continuity of services and maintains high service quality, regardless of the scale of changes.
What technological support can be expected in the outsourcing of back office activities and BPO services?
In the outsourcing of back office activities at VCC, you can count on advanced technological support. We develop and implement our own tools for process automation, including RPA (Robotic Process Automation) and various microservices utilizing artificial intelligence. We also have the know-how and experience in integrating different market-available tools that support automation. These innovative solutions enable efficient and quick task execution in back office and BPO areas, increasing effectiveness, speed, and relieving the workload of consultants.
For example, we use our analytical tool, Boromir, which supports monitoring consultants’ work and optimizing operational processes. Boromir allows us to continuously analyze team performance, identify areas needing improvement, and implement appropriate enhancements.
Modern technologies enable us to deliver services at the highest level, tailored to the individual needs of each company.
