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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.

Back Office Support

Back office support is a term for office solutions that aren’t customer-facing. While these job roles don’t directly fit into the description of customer support, they are responsible for streamlining and improving the customer experience (CX). After all, flawless data, clear and compelling content, and well-designed websites all contribute to improving the customer journey.

Some examples of back office support positions include (but aren’t limited to):

  • Accounting and finance
  • Copy and content writing
  • Data entry
  • Graphic design
  • Website management

Back office support roles are often behind the scenes, but should never be overlooked. For positions dealing with data entry, content moderation, office services, and financial services, back office support exists to scale business needs and remove friction from the customer journey.

And whatever a customer’s goal, what occurred before, during, or after the sale (or support interaction) could make or break their experience — leaving customer-facing roles to pick up the pieces. A quality end-to-end back office support system helps prevent negative experiences at each touchpoint. From multichannel services to order fulfillment, employees in back office positions are just as crucial to positive CX as front office ones.

At SYKES, back office support is often offered in conjunction with engagement services and multichannel support. We’ve enhanced our back office solutions with automation to help our brand partners reduce costs and increase scalability. In our customer support centers around the world, we fill both front and back office support roles, ensuring that the work done for our brand partners is of the highest quality, consistent across competencies, and focused on positive CX. With more than 1,500 back office brand advocates handling item processing, enrollments, reconciliation, billing, and fulfillment, SYKES ensures that our brand partners — and their customers — are supported from every angle.