BPO
Outsourced back office
Repetitive administrative processes run with measurable quality control and per-batch traceability.
In summary: high-volume administrative processes such as order entry, document management and case processing, with sample-based quality control and full traceability. The acceptance criterion is agreed before starting.
Back office outsources well when the process is documented and badly when it lives in two people's heads. That is almost always the project's real difficulty: not running the process, but writing it down.
So the first phase documents the process as it is actually performed today, including the exceptions nobody has ever written down, and the acceptance criterion comes from that.
What is included
Tailored to the specific process in the proposal.
- Order entry and validation
- Document management, classification and indexing
- Case processing against defined rules
- Reconciliation and matching of information between systems
- Sample-based quality control with an agreed acceptance criterion
- Per-batch traceability and exception logging
What is not included
The limits worth setting in the contract.
- Discretionary decisions committing your company to third parties
- Legal or tax advice on the cases processed
- Redesign of your information system, which is a separate IT project
- Processes with no defined acceptance criterion, which cannot be measured objectively
Where it is delivered from
From the Latin America corridor where the process allows, or from Poland where documentation is sensitive and requires data residency inside the European Economic Area.
Back office is the service where the data question arrives earliest, because case files usually contain personal data of third parties and not only of your direct customer. It is worth settling in the first conversation.
Data processing
In these processes we act as processor and you remain the controller. The processing agreement sets the instructions, the security measures, the sub-processor regime and what happens to the data at the end.
Where the service is delivered from outside the European Economic Area, standard contractual clauses apply and, depending on the sensitivity of the data, a transfer impact assessment. Mexico, Colombia and the Dominican Republic hold no European Commission adequacy decision; Poland, being inside the European Economic Area, requires no transfer instrument.
This is general information and not legal advice. We work alongside your advisors.
Frequently asked questions
What if our process is not documented?
That is the most common case. The first phase documents the process as performed today, including exceptions, and that document is a deliverable you keep regardless of what you decide afterwards.
How is quality measured?
By sampling batches against an acceptance criterion agreed before starting. Agreeing the criterion at the end, once results are visible, invalidates the measurement.
Can you work inside our ERP?
Yes, and it is preferable: the team operates inside your systems with role-based access control rather than on exported copies.
Can part of the process be automated?
Often yes, and it is worth assessing after the manual process is stable, not before. Automating a badly documented process entrenches its errors.
Want to outsource an administrative process?
Tell us the process and the monthly volume, peaks included, and we will prepare a proposal.