×

Fraud Prevention and Detection

Proactively prevent fraud, ensure community compliance, and keep customer data secure with our real-time monitoring and fraud prevention and detection services.

Contact Centre Operations

Back Office
Support Services

Improve customer care and grow your business
with 24/7, asynchronous back office support to
improve contact centre operations, employee
productivity, and the customer journey.

 
 

Eliminating the stress from back office work

An organisation’s back office services work, which includes non-customer facing transaction processing, is fundamental to any great customer experience. That’s why it’s essential to keep back-office operations running effectively. What happens behind the scenes will influence the success of customer-facing interactions. Disorganised back office practices lead to financial losses and excessive rework, resulting in increased average handle time in the contact centre and other errors that directly impact efficiency and customer experience. Our smart solutions blend rules-based processing and human intervention to execute best-in-class research, decision-making, and closure. Transaction processing, benefits administration, trust and safety, reconciliation, and content management, our back office experience runs across all industries.

 
 

The experience and expertise to support your company's back-office needs

 

2,700+
back office associates

75M+
interactions processed

 

8 countries with
delivery capability

20+
years experience

 

Back Office Support Services across Industries

Government Solutions
  • Database Management (Employment Status, Health Records, Credit Scores, etc.)
  • Utility Provider Customer Support
  • Administrative Services Support
Healthcare
  • Healthcare Enrollments
  • Claims Adjudication
  • Forms Processing
  • Health Insurance Fraud Detection
  • FSA and HSA Claims
  • False Claims Prevention and Case Management
  • Payment Determination - Coordination of Benefits (COB)
 
Retail and eCommerce
  • Multi-Channel Customer Support
  • Trust and Safety
  • Content Moderation, Optimisation, Validation, and Sourcing
  • Geo-Fencing
Financial Services
  • 401k Reconciliation and Tax issues
  • Beneficiary Forms and Denial letters
  • Accounts Payable and Receivable
  • Invoice Processing and Indexing
  • Shareholder relations/services & transfer
  • Mortgage Services: Loan Processing, Identify Verification, and Compliance Review
Technology
  • User Acceptance Testing
  • Backend Platform Configuration
  • Custom Account and Demo Setup
  • Project Pricing and Risk Calculation
  • Platform Bug and Enhancement Review and Verification
Insurance
  • Requirement Gathering
  • Insurance Quote Creations
  • Generating Proposals
  • Claims Processing
  • Insurance Policy Issuance Services
  • Insurance Policy Checking Services
 
Employer Services
  • HR and Payroll services
  • Customer and B2B Support
  • Bookkeeping, Invoicing, and Financial Reporting
  • Administrative and Data Entry
 

The expertise to help your company optimise operations

Millions of rules-based processing and human intervention back office support interactions handled
By the numbers
 
 

Outcomes View all Case Studies→

Front and back office services to help you improve contact centre KPIs

 
7.5% Drop in abandon rate, from 8.6% to less than 1% thanks to agile outsourced support
See how → Read Case Study  
81 Second reduction in average handle time
See how → Read Case Study 
50% NPS improvement utilising sophisticated multichannel and multilingual strategy
See how → Read Case Study 
 
 
6 ways
to
improve
CX
and
lower
costs Contact Centre Outsourcing.
CX marks the spot.

Strategy Guide

Why and How to Outsource Your Contact Centre Operations

Customer experiences, from marketing to sales and service, are now reflections of the brand. Consumers expect great interactions whenever they connect with a company. Working with a contact centre outsource partner provides numerous cost and innovation benefits while improving the customer experience. By leaning on an expert who knows customer management inside and out, companies can offer great customer care experiences with less risk and more reward. In this guide, learn the pros and cons of the different types of customer service and sales outsourcing options available to brands.

Get the Strategy Guide →Download now →

 

More Back Office Support Resources

 

Ready to optimise operations with our back-office support?

 

Let's get started

 
 
 

Research Report

In this guide, learn 6 ways to get started with contact centre outsourcing and the pros and cons of the different types of customer service and sales outsourcing options available to brands.