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Categories: Blog

Back Office Management: Challenges, Solutions, and the Best Course of Action.

Musnad E Ahmed

Musnad E Ahmed

Last modified on November 21, 2023

Back Office Management: Challenges, Solutions, and the Best Course of Action.

If you’re running a successful business, there’s a lot to tackle. To start things off, you need administrative support, along with accounts and IT infrastructure maintenance. Quite a lot of mundane tasks surround the back office scene that require recruitment, training, and management.

As a BPO giant, we’ve had the privilege to work alongside businesses of all sizes. Armed with statistics and experience, let us elucidate the back office management scene, explaining all the challenges, solutions, and the landscape for the future.

Let’s get started.

What is Back Office?

a team is working on office

To put it simply, back office processes uphold the organization for it to function effectively. This involves the scores of staff responsible for administrative and supportive tasks that help the business run smoothly. Core business functions operate under the protection of back office processes, and their importance is usually up for debate.

The reality persists that this process requires utmost efficiency for business growth and success, usually overshadowed by challenges. However, outsourcing this to experts stands as the best option for business organizations to flourish.

10 Challenges in Back Office Management and Their Solutions

 workplace violence taking place between colleagues

Much like how back office management aims to streamline the fluidity of business processes, it often comes with its challenges. Most of these challenges are constantly on the minds of outsourcing giants, who actively seek out and solve these issues to provide client satisfaction.

Even though this provides businesses with services that improve on their own over time, some challenges are embedded deep into the system.

Inefficient Processes

graphic designer sitting at his office discussing

While designed to make business processes more efficient, outsourced back office support management isn’t prone to ineffective practices. Businesses are often fixated on their core functions, undercutting the importance of back-office tasks.

This negligence spills its influence over to the core functions, reducing their efficiency by as much as 34% according to our statistics. If you’re going to juggle core functions and the back office, there will be ineffective practices in management.

Solution – Strategic Work Practices

It all boils down to the management taking the extra step and providing a ground for amping up the overall efficiency of the back office teams. The amount of attention given to the back office is usually laughable, and perhaps that’s where the answer lies.

Talent Shortage

Medium shot man leaving work

Your business tends to focus more on hiring talent for core business functions while the back office gets whoever wants to be on board. It’s not because you’re hiring less experienced people, more like, back office talent isn’t easy to find.

A 2020 report from ManpowerGroup highlighted that 69% of employers globally faced talent shortages. Filling in positions for the back office doesn’t need to be your headache, and you can outsource this for resolution.

Solution – Enrich Your Back Office Knowledge

Knowing how to hire professional back office teams requires you to have deep knowledge of how it all works. Sure, it all seems rudimentary, but if that’s how you judge, that’s how you’ll recruit. To get your hands on actual talent, you must familiarize yourself with in-depth back office process knowledge.

Data Security Concerns

Cyber security protection firewall interface concept

Data breaches are getting increasingly challenging for businesses. Just in 2023, data breaches have cost businesses $4.45 million, a 15% increase since the previous year, according to a report by AbnormalSecurity.

Yes, the back office does require special attention, and it is a cause for struggle, but this challenge weighs in heavily for a proper decision to outsource.

Solution – Set-Up Strict Data policies

What else can you do besides investing your time and effort in data protection? Which often means spending a good chunk of money, receiving training, and making sure your back-office support team follows strict protocol.

Ineffective Communication

photo young men and women sitting at office and working on laptops

With its roots deep into the system, communication gaps can often lead to catastrophic outcomes. Everything is governed through communications, and within a workplace, even if seated in the same room, ineffective communication threatens all operations.

It is estimated that communication gaps can cause losses that exceed the millions. Battling this is always on the agenda of back-office management,

Solutions – Leave No Gaps

Increasing communications and transparency with your back office team is the simple solution. You will need to analyze every step of the way and provide directives to your back office team. Sounds like it could take up a good chunk of your time because it will.

Lack of Automation

Customer relationship management concept

Many back offices still rely on manual processes for tasks, slowing down the process substantially. This not only slows down operations but also increases the chance of human error.

With businesses refusing to adopt automation, they are losing efficiency factors of up to 37%. Back office automation is constantly evolving, and if not implemented, can leave organizations lagging.

Solution – Automate! Automate! Automate!

What does it take to automate back-office processes? Extremely expensive Back-Office Software of course! Ok we might be going overboard on the expensive part, but you will need software, you will also need training, and staff who can adapt to this change, and integrate the use of AI into everyday tasks.

Sounds like a lot? Well, that’s just a part of it.

Inadequate Training:

 serious multiracial colleagues having discussion brainstorming project together in office

Back office staff deal with complex systems and procedures responsible for the overall fluidity of the organizational structure. Organizations that don’t specialize in the back office often end up hiring staff without proper training. They may struggle to perform their duties effectively, leading to inefficiencies and mistakes. In-house teams require specialized training since knowing the schematics of the organization is never enough.

Solution – Train & Be Trained

If you’re leading a business in the fashion industry, you will require knowledge, and ultimately training yourself to lead a team of trained experts. See the ball rolls in one direction, and if there’s a bump along the way, it might not roll over to your back office staff.

Limited Access to Real-Time Data

 the cloud storage data concept

Data drives the processes of the organization that succeed. Without proper data, taking the next step could end in peril. Real-Time data & analytics is a crucial facets, and successful back-office teams are heavily dependent on their relevance.

Solution – Invest, Manage, and Analyze

Procuring and analyzing data is necessary for back office operations, and managing this requires you to first collect the data, and then decipher them for consumption. As effective back office management, you will also be tasked with analyzing the data and providing a set plan accordingly.

Limited Scalability

businessman holding an hour glass

An integral facet of back office teams is their ability to scale perpetually. Once the business grows, so must the team, and processes. It often comes from in-house teams that are looking to cut costs by staffing individuals for the workload of multiple, leading to scalability issues, and the complete loss of efficiency.

Solution – Team Grows With The Organization

If you want your back office team to step up their game as your business grows, keep in mind all the growing pains. With more than they can handle on their plate, your back office team is not necessarily going to take that increase in workload with a smile. Just hire more! If cost-cutting issues bother you

Poor Integration with Front Office

Front view of young busy clerical workers discussing one important issue in the document in the office

The back-office paves the way, and the front office moves ahead to complete the cycle. There has to be a strong link between the front and back office that allows the business to function and grow.

Sometimes, the back-office support team could fall behind due to the business investing its attention in front-office operations, and their link could shatter, causing a cascading chain of catastrophic events.

Solution – Build a Bridge

Allowing your front and back office to mix and communicate openly will allow for a better bond between them. They are, after all, employees under the same organization, and deserve equal treatment and investment.

Back office functions are just as important as core business functions, and simply paying them high salaries, and putting them in a glorified room will not serve the purpose. Build a bridge, and bring together the front and back office to effectively solve this issue.

Insufficient Performance Metrics:

 corporate financial crisis bad statistics profit reduction market stock crash inflation bankruptcy

Performance metrics and KPIs are in place to measure and uphold the standards of performance for each individual. The lack of a standardized KPI can often result in a lack of direction and improvement.

We have faced immense challenges during our formative days, and the core issue, now addressed, was insufficient performance metrics.

Solution – Establish Performance Metrics

It may be simple to ask to simply introduce performance metrics for back office staff, but the nature of their job makes it difficult to understand their KPIs. It is a recommendation to peer into the depths of back office, and figure out how you can truly establish an effective performance indicator.

The Ultimate Tried & Tested Solution:

A man is showing reports, a women sitting on chair with irritating  face and one persona in right standing

If you take a closer look into the challenges that surround back-office operation management, the solutions seem simple. However, collectively, they can pose an existential threat to the entire focus of the organization.

There is, however, an easy fix to all this – outsourcing. Did you know, that outsourcing your back office operations can reduce your workload by up to 40%? We have worked alongside some of the biggest names across multiple industries offering our exquisite back office support services, and the data points-to-toe work pressure reduction, along with proper scalability, allows businesses to flourish with ease.

Seek out experts in the field conduct your business with ease and outsource your back office management for seamless operations.

Conclusion

Back office will always be a staple, and the challenges for management will only increase over time. The countless challenges will slow things down, but there are ample workarounds if you have the time and resources to allocate.

However, in the competitive world of business, outsourcing your back office management will reduce your workload, and allow you to focus on your core business functions.

Choose effective back office management, choose outsourcing!

Sales organization and business process outsourcing specialist with over 15 years experience in building and running highly efficient sales and customer support organizations, and in providing board and project level consulting to the sales and service organizations of leading companies all over the globe. Developed and implemented staffing strategies and programs that improved operational outcomes and maximized the available staff resources. Specializes in client experience, business process re-engineering, business requirements development, contact center optimization, customer relationship Management, staff training and motivation, and organizational analysis. Has led multiple teams in the successful development and implementation of new business models in BPO industries.

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