The part of a (contact center) organization that carries out supporting, often administrative processes. The input from a back office can come directly from customers fax, letters, e-mail, (online) forms, social media, messaging or other channels, as well as from the front office. Back office processes often relate to registration and changes of data: data entry, financial processes, invoicing, reminders, accounts receivable monitoring, quality control, fulfilment.
In some situations, a back office fulfills the role of second or third line care, for example when first line care cannot solve problems. In other situations, the back office also has a supporting role for contact center management, for example by: planning is carried out. Front and back offices are increasingly integrated in order to act more decisively in the interests of the public customer. target front office