Back Office
Support Services
Cut the cost of back office support by up to 70%. We handle your data management, order processing, compliance, and administrative tasks—accurately and on time.
What is back office support?
Typical internal support functions include:
- data management: keeping records accurate, secure, and current.
- order and transaction processing: handling purchases, refunds, and account changes.
- compliance and documentation: verifying records and preparing for audits.
- administrative support: scheduling, reporting, and coordinating internal teams.
Back office support covers the internal work that never reaches the customer directly but that every customer-facing process depends on. Front office teams handle sales calls, live chat, and support tickets. Internal operations staff handle what happens behind the scenes: updating records, processing orders, and keeping documentation and systems current.
We design and deliver back office support systems for companies in complex, regulated industries such as fintech, healthcare, and logistics.
How the back office works
The back office is the operational layer that every customer interaction relies on. Internal support services update accounts, process claims, and keep systems current, so front office teams can focus on the customer. Key operational tasks include:
Data management
Organizing, updating, and securing business-critical information, from customer records to financial data.
Order and transaction processing
Handling purchases, refunds, and account updates with accuracy, so nothing gets lost between systems.
Compliance and documentation
Verifying records, maintaining regulatory standards, and keeping audits running smoothly.
Administrative support
Managing schedules, coordinating teams, and handling reports to keep operations on track.
Comprehensive back office outsourcing services
Data & records management
Secure, precise handling of databases, including employment records, financial data, and compliance documentation, audited and encrypted to your industry’s standards.
Administrative & operational support
Scheduling, document processing, and regulatory compliance support that keeps daily operations moving without added management overhead.
Financial processing
Invoice processing, accounts payable and receivable, payroll administration, and reconciliation, handled with the accuracy financial audits require.
Claims & policy administration
Support for healthcare, insurance, and financial services, including claims adjudication, fraud detection, and benefits coordination.
Platform & system support
Backend platform configuration, testing, and custom account setup for technology-driven businesses scaling faster than their internal teams.
Trust & safety services
Content moderation, fraud prevention, geo-fencing, and compliance verification that protect both your business and your customers.
Looking for back office outsourcing services?
Describe your project and scope of tasks and have our manager prepare a customized proposal with your needs in mind.
Why outsource back office support?
Back office process outsourcing isn't just about cutting costs, though that's usually where the conversation starts. Companies that outsource internal operations see gains across three areas:
cost reduction
In-house back office work means salaries, training, and software that grow with every hire. Outsourcing cuts those costs and frees your team to focus on growth.
years of experience
Volume rarely stays flat, and hiring can't keep pace with it. We scale teams up or down as volumes change, so work doesn't pile up while you recruit.
quality assurance (QA)
Repetition builds precision, and regular QA reviews keep accuracy consistent across back office engagements.
Back office outsourcing by industry
Back office needs vary by industry. We build each outsourcing engagement around the specific tasks the industry depends on.
SaaS
Managing user accounts, subscription billing, technical documentation, and backend platform configuration.
FinTech, Blockchain & Cryptocurrency
Know your customer (KYC) verification, fraud detection, transaction monitoring, and financial reconciliation.
Aviation & Travel
Processing reservations, claims adjudication, itinerary management, and flight data updates.
Government
Application processing, database administration (employment status, health records, financial history), and public inquiry handling.
Legal
Case file organization, contract review and verification, legal research support, and regulatory reporting.
Healthcare
Patient record management, insurance enrollments, claims adjudication, and appointment scheduling.
Logistics & Delivery
Shipment tracking, inventory updates, dispatch coordination, and supply chain documentation.
E-commerce
Order processing, returns management, product catalog updates, and fraud detection.
Media & Entertainment
Content moderation, digital rights management, audience analytics, and copyright enforcement.
Back office support results
- Challenge
- Seasonal demand spikes doubled call volumes overnight, causing long wait times and inconsistent service quality across multilingual routes.
- Solution
- Deployed a scalable multilingual team with AI-assisted routing and shift structures aligned to Wizz Air's seasonal demand patterns.
- Result
- 80% of calls answered within 35 seconds year-round, 30% AHT reduction, and 85% agent utilization maintained in all seasons.
- Challenge
- Slow response times, 51% CSAT, and generic agents with no music industry knowledge were eroding artist trust and brand credibility.
- Solution
- Built a specialist support team where 80%+ of agents are working musicians, combined with structured QA workflows and clear response targets.
- Result
- CSAT jumped from 51% to 88%, response rate more than doubled to 8 per hour, and support costs decreased.
- Challenge
- Vulnerable patients needed empathetic, accurate communication around the clock — including nights — with zero tolerance for errors.
- Solution
- Provided a dedicated trained team with 365-day night control coverage, strict quality monitoring, and clinical communication protocols.
- Result
- 93.9% quality score sustained across all operations, a smooth handover, virtually zero agent turnover.
Why choose us?
Other back office outsourcing companies add headcount; we fix the process behind refund backlogs, data errors, and late month-end closes, so accuracy and turnaround hold.
Backlogs cleared during peaks. When volumes spike, we absorb them with part-time shifts and cross-market staff instead of emergency hiring, so refunds, claims, and invoices keep moving.
Errors caught before audit. QA automation reviews far more processed records than manual sampling, with fraud checks built into the same routine.
Accuracy in regulated work. Our fintech back-office team holds internal quality scores above 99% and has kept 100% of its staff while doubling in size.
Payment and personal data protected. PCI DSS, ISO 27001, ISO 27701, and HIPAA cover the card data, customer records, and patient files your back office processes.
Process knowledge that stays. Monthly attrition of 2–5% means the people who learned your exception rules are still applying them a year later.
No single point of failure. Delivery centers across Central and Eastern Europe keep invoicing and reconciliation running if one site goes offline. We've delivered back-office operations since 2013, from 7 delivery hubs across Europe.
We've got you fully covered
Simply Contact’s back office support services cover every step of establishing uninterrupted assistance, making each operation smooth and effective.
Quality assurance
Structured QA reviews and coaching that keep accuracy above 90% across engagements.
Recruitment
Dedicated pipelines that fill specialized back office roles in weeks. Every agent meets our bachelor’s-degree hiring bar before being matched to an account.
In-house training center
We train new agents on your systems and compliance requirements before they touch live work.
Regular reporting and analytics
Power BI dashboards with hourly, daily, and monthly reporting, so you always know where things stand.
Uninterrupted operations
24/7/365 operations, so invoices, records, and claims are processed overnight, on weekends, and through public holidays.
IT setup and maintenance
Our team configures and maintains your backend systems, so your IT department doesn’t have to.
Our proven back office support process
Our approach to service delivery is structured, yet flexible enough to fit how your team already works. We focus on accuracy, efficiency, and integration, improving workflows so your team gets more time back for what matters most.
Assessment & customization
We start by understanding your operations, so we can build a back office solution that fits your industry, goals, and existing systems.
Process optimization
We map your current workflow, cut unnecessary steps, and apply best practices your team can actually use.
Technology integration
We work within your existing systems, or introduce tools that make data handling, reporting, and communication faster.
Execution & management
From transaction processing to compliance and administrative tasks, we handle daily work with speed and precision.
Continuous improvement
We track performance and review key metrics on an ongoing basis, and adjust the process until the numbers hold up.
Security & compliance
PCI DSS
Simply Contact is PCI DSS certified, maintaining the highest level of security for all card transactions and protecting clients' sensitive data.
ISO 27001
An internationally recognized standard for managing information security, ensuring robust processes to safeguard sensitive information.
ISO 27701
The international standard for privacy information management (PIMS), with requirements mirroring GDPR compliance and protecting personal data.
HIPAA
HIPAA compliance ensures protection of sensitive health data for clients in healthcare, insurance, and health tech industries.
Get in touch with us today
We'll get back to you within one business day.
Frequently asked questions
Back office support is the internal, non-customer-facing work that keeps operations moving: data management, order processing, compliance documentation, payroll, and administrative tasks. It’s distinct from front office work, which deals directly with customers. Without reliable operational coverage, front-facing teams end up doing double duty, handling customers and cleaning up the operational work behind them.
The difference between front office and back office is whether a team works with customers or with the processes behind them. Front office staff answer calls, chats, and support tickets, while back office staff update records, process transactions, and maintain compliance documentation.
Companies outsource back office services to handle growing operational volume without expanding internal headcount. It also closes skill gaps: instead of training an in-house team on claims adjudication or compliance documentation, you get specialists who already know the work. Most companies see this pay off in both lower costs and fewer internal bottlenecks.
Back office outsourcing cost depends on the scope of work, transaction volume, and the languages or regulatory requirements involved. We typically help clients reduce back office costs by up to 70% compared to running the same functions in-house, through blended support models and nearshore delivery. For engagements where accuracy and turnaround time are critical, we can also work on outcome-based pricing — paid per resolved transaction instead of per seat. Request a quote for a proposal scoped to your specific tasks.
We keep back office data secure through PCI DSS, ISO 27001, and ISO 27701 certification, along with HIPAA and GDPR compliance, covering payment data, information security, and personal data privacy. Every back office engagement follows these standards, whether we’re processing financial records, health data, or customer information. Regular audits and QA reviews keep that compliance in place as volume grows.
Companies choose Simply Contact for back office outsourcing because our back office support services operate in 30+ languages, staffed by native-language agents backed by AI translation, so invoices, contracts, and claims from every market are handled by one team under one set of standards. Clients track backlog, error rates, and turnaround times through hourly, daily, and monthly Power BI reports rather than waiting for month-end summaries. Specialized back office roles are filled within weeks, and every new team member is trained on your systems and compliance requirements before handling live work.
Simply Contact provides back office outsourcing for SaaS, fintech, aviation and travel, government, legal, healthcare, logistics, e-commerce, and media companies. Each industry has different operational priorities, such as claims adjudication for insurance, KYC verification for fintech, or shipment tracking for logistics, and we build the team and workflow around them.
To get started with back office support outsourcing, tell us about your current workload and where it’s falling behind, whether that’s data management, claims processing, or administrative support. Our team scopes a proposal based on your volume, industry, and compliance requirements, usually within 48 hours. From there, most engagements launch within weeks.
Ready to see results like these?
Tell us about your support challenges and we'll put together a tailored proposal within 48 hours.
Get a proposal