Service
Back-Office Support
Much of what a support team does never appears in a ticket. Back-office work keeps records accurate and orders moving, and it is usually the first thing that slips when a team is stretched.
What the team handles
Back-Office Support
- Order processing, amendments and cancellations
- Account and record updates
- Refunds and returns administration, within your policy
- Data entry, reconciliation and list hygiene
- Ticket administration, tagging clean-up and reporting prep
Scope is confirmed with you during the design stage and written into the operating plan before the team goes live.
Measurement
Metrics usually agreed for this service
Targets are set with you before launch. These are the measures the conversation normally starts from — the numbers attached to them are yours to define.
- 01
Turnaround time per task type
Target set per client
- 02
Processing accuracy
Target set per client
- 03
Volume completed per shift
Target set per client
- 04
Rework rate
Target set per client
- 05
SLA adherence
Target set per client
Reporting cadence, escalation thresholds and the review meeting rhythm are agreed alongside the targets themselves.
Before you commit
Practical questions about back-office support
The questions buyers ask once the brochure stage is over.
- How is accuracy checked?
- Sampling rates are set per task type. High-impact work such as refunds or billing changes is checked more heavily than routine updates.
- Can back-office work sit alongside a support queue?
- Yes, and it often should. Blending gives the team useful work during quiet periods, provided the split is planned rather than improvised.
Where it fits
Sectors that most often run back-office support as part of a dedicated team
Next step
Talk through back-office support for your business.
Bring your current volume, tooling and response targets. We will tell you what a workable team looks like — including when the answer is a smaller one than you expected.