Business Process Outsourcing Services Built to Scale

We design and run business process outsourcing services that lower TCO by up to 70% versus building in-house without trading away quality. Front office, back office, and AI-enhanced workflows, managed as one operation.

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Simply Contact

Ranked among Top BPO Services Companies

ISO 27001, ISO 27701, GDPR-compliant

Simply Contact
Services
Business Process Outsourcing

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The strategic meaning of BPO

What is business process outsourcing

Business process outsourcing (BPO) means a specialist partner runs defined business functions for you—staffing, tools, quality, and day-to-day management included—instead of building and operating them in-house.
What it covers
- Front-office outsourcing: Customer-facing work where every interaction shapes the brand: voice support, live chat, email, complaint handling.
- Back-office outsourcing: The operations customers never see but always feel: data entry, order processing, billing, account maintenance.
Typical outcomes

Lower total cost of ownership, faster response times, and service quality that holds through volume spikes instead of breaking under them.
How Simply Contact runs it

We design the operation first: workflows, escalation paths, quality controls, and where AI helps versus where it doesn't. Then we staff and run it. The result is a support and back-office system built for your business, not a generic team model.

Why outsource business processes

Lower your total cost of ownership

Outsourcing removes the cost of hiring, training, and infrastructure for non-core work. Companies typically save 30–50% versus running the same functions in-house, and up to 70% on specific operational costs through optimized design.

Free your team to focus on the core business

Every hour your internal team spends on repetitive back-office work or front-line tickets is an hour not spent on product, growth, or strategy. BPO customer service absorbs the routine, so your people stay on what only they can do, and you stop expanding headcount just to keep pace with volume.

Scale with confidence

Volume rarely grows in a straight line. Outsourcing lets you add or reduce capacity as demand shifts without the delay and risk of internal restructuring or emergency hiring. You absorb seasonal peaks and growth spikes without quality dropping at the moment it matters most.

Back office tasks you can outsource

Data entry and processing

Accurate records and applications without tying up internal staff.

✓ Inputting customer and transaction data
✓ Processing orders and applications
✓ Preparing reports and summaries

Content moderation

Keep user-generated content within your community guidelines.

✓ Reviewing user comments and posts
✓ Flagging or removing inappropriate content
✓ Ensuring community guidelines are followed

Account and billing support

Resolve the money issues that drive the most churn.

✓ Generating and sending invoices
✓ Handling refunds and payment issues
✓ Updating subscription or account details

Customer onboarding support

Get new customers verified, set up, and active faster.

✓ Verifying documents and identity
✓ Assisting with account setup
✓ Sending welcome emails and walkthroughs

Order management

Keep customers informed from checkout to delivery.

✓ Tracking shipments and deliveries
✓ Updating customers on order status
✓ Managing returns and exchanges

CRM and database management

Keep customer data clean, segmented, and reliable.

✓ Cleaning and updating contact records
✓ Segmenting customer databases
✓ Maintaining data accuracy and consistency

BPO services we provide

Customer service outsourcing

Voice, live chat, email, and social—from routine inquiries to complaint resolution and loyalty programmes, handled by agents trained in your product and brand voice. Voice gets the strongest agents, because that is where the hardest conversations happen.

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Back office outsourcing

Data entry, order processing, billing, and account maintenance, run to the same quality standards as customer-facing work and synced with the front office.

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AI-enhanced BPO

Chatbots, voicebots, sentiment analysis, and automated workflows embedded where they measurably improve speed or quality as an assistive layer over a well-run operation.

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Multilingual BPO

30+ languages with native-level fluency and cultural context, staffed to match your real customer base. Enter new markets without building a separate team for each.

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Omnichannel support

Whether it’s chat, email, phone, or social media, we provide seamless customer care across all channels with a consistent voice and unified performance tracking.

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Trust and safety

Content moderation, fraud detection, and compliance-driven processes designed in from the start to protect your brand, platform, and users in regulated environments.

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Build efficiency with tailored BPO services

Tired of juggling complex processes and growing customer demands? Outsource customer support and back office tasks to an experienced provider and focus on core operations.

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BPO customer service benchmarks

Our quality standards are maintained through systematic cross-channel auditing and continuous professional development. We track CSAT and NPS data in real time to ensure immediate resource calibration and operational stability. Structural efficiency is driven by workflow optimization and the seamless integration of automation into repetitive tasks. High resolution rates are secured through specialized industry expertise and optimized escalation architectures.

>90%

Quality assurance (QA)

80%+

Customer satisfaction (CSAT)

up to 70%

Operational cost reduction

>80%

First call resolution (FCR)

Client success stories

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The Simply Contact advantage

A real operation, not a staffing desk

A team of 850+ specialists trained for your industry, run as a managed operation with defined SLAs, quality assurance on every channel, and a single point of accountability for outcomes.

European footprint

Active in Poland, the UK, Bulgaria, Romania, Ukraine, and Moldova, ensuring broad coverage, time-zone flexibility, and a European compliance and accountability culture suited to GDPR-regulated work.

Scale on demand

We add up to 50 trained agents per month, so you can absorb volume growth or seasonal peaks without internal restructuring, emergency hiring, or a drop in quality.

Certified for regulated work

PCI DSS, ISO 27001, ISO 27701, and HIPAA compliance, with GDPR-aligned privacy management built into how we handle and store data.

Operational design, not cost arbitrage

We compete on running complexity without chaos through workflow design, embedded AI, and feedback loops. The system is the product; staffing and tools are components of it.

AI embedded in the workflow

Chatbots, voicebots, sentiment analysis, and automation built into the operation where they measurably cut handling time or lift quality.

Secure & compliant BPO partner

PCI DSS

Simply Contact is a PCI DSS-certified customer support outsourcing company. This certification underscores our commitment to maintaining the highest level of security for all credit, debit, and cash card transactions. It is a testament to our dedication to protecting customers’ data and ensuring their information is always secure.

ISO 27001

Simply Contact holds the ISO 27001 certification, an internationally recognized standard for managing information security. This certification ensures our outsourcing company has robust processes in place to safeguard sensitive information, providing our clients with peace of mind.

ISO 27701 (PIMS)

Simply Contact is certified under ISO 27701 (PIMS), the international standard for privacy information management. Achieving this certification demonstrates our commitment to privacy and data protection, with requirements mirroring those of GDPR compliance.

HIPAA

HIPAA is a U.S. law that sets strict standards for protecting personal health information (PHI). Simply Contact achieved HIPAA compliance, enhancing outsourced omnichannel contact center services in industries such as healthcare, insurance, and health tech.

Testimonials

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka

Head of Customer Experience, Wizz Air

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina

Customer Experience Specialist, METRO

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina

Head of Client Marketing, Yves Rocher

Thanks to Simply Contact’s work, they managed to significantly increase the Net Promoter Score and show incredible performance on our customer retention project. They established an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong

SVP People & Culture, Fareportal

From the beginning of our cooperation with Simply Contact, support has definitely improved. Now we witness faster response time, support costs have gone down, and there’s also a significant improvement in customer satisfaction.
The team is easy to communicate with, and they’re usually quick to make changes. Somehow they also tend to catch undesirable trends before they become real issues.
There’s always something that could be better, but now we’re very happy with the support we’re getting.

Stacey Warder

Head of Support, Ditto Music

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Business process outsourcing FAQ

What is BPO in simple words?

Business process outsourcing means hiring an external company to run defined functions like customer support, data processing, or billing. You concentrate on your core business while a specialist partner handles the rest, improving efficiency and freeing internal resources.

What is the difference between BPO and a call centre?

A call centre handles phone contacts. A BPO company runs whole business processes, including front-office support across every channel, as well back-office work, as a managed operation.

What industries does Simply Contact serve for BPO?

Our business process outsourcing services are built for complex, high-expectation industries where support affects revenue and trust: travel and aviation, fintech and payments, private healthcare, insurance, luxury and high-end ecommerce, and complex SaaS. Each engagement uses teams trained for that sector's regulations and customer expectations.

What are the pros and cons of BPO?

The benefits are cost savings, specialist expertise, scalability, and faster adaptation to changing demand. The risks—loss of control, provider dependence, time-zone friction—are largely a function of provider choice. A partner who designs the operation around your processes mitigates most of them.

What services does a BPO company provide?

Customer service outsourcing, back-office operations, AI-enhanced workflows, multilingual support, content moderation, and trust and safety. Each is built around your specific needs so you can offload essential but non-core work without losing quality or control.

How much does BPO cost?

Cost depends on complexity, volume, and the services involved. Companies typically save 30–50% versus in-house teams. We price each engagement to your requirements and focus on total cost of ownership, not the lowest price per ticket.

What are the benefits of back office outsourcing?

It cuts operational costs and removes routine work, such as data entry, processing, administration, from your internal team, so they focus on work that drives growth. Run to proper standards, it also reduces the errors that later surface as support tickets and churn.

Is it safe to outsource customer support to Simply Contact?

Security is built in. We are certified for PCI DSS, ISO 27001, and ISO 27701, and compliant with HIPAA and GDPR. Data is protected through encryption, controlled access, and regular audits, with privacy management embedded in every workflow.

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