offshore back office services

back office

Everything You Need to Know About Back Office Outsourcing

Running a business means overseeing all of its functions. These functions are commonly divided into two categories: the front office, which handles all processes that serve as the façade of your company; and the back-office which is responsible for administration and support functions.

Usually, large enterprises build their back-office away from where the front is. On the other hand, small businesses often utilise their few employees and ask them to multi-task to save on labour costs. However, making an employee do one too many jobs can compromise the quality of their outputs. 

In order to effectively cut costs on labour and other expenses, companies have resorted to back-office outsourcing.

outsourced IT

10 Most Outsourced IT Functions

By the time that outsourcing became a global trend, several of its services were carried along. Most especially, the outsourced IT functions. Together with the emergence of contact centres around the globe came a huge influx of technology-based jobs.

Countless studies and surveys were conducted to prove how outsourced IT tasks became a strong factor in the industry’s boom.

Based on the IT Outsourcing Statistics of 2018 by Computer Economics, outsourcing is obviously gaining larger popularity than the recent years. It is expected to grow at a CAGR of 5.84% until 2019.

Now here are the top 10 most outsourced IT functions for you to check out.

outsourced IT


Why it is Best to Outsource Your IT Services?

There are several factors which lead businesses to choose outsourced IT functions than keep it in-house. One is the tech and IT talent gap that other foreign companies mentioned.

As the increasing intensity of IT-skill shortage continues, more versatile and competent technology experts are needed. Thus, outsourcing is the best choice.

Another factor is that outsourcing helps a company reduce its operating costs without compromising the quality of work.

Though outsourcing is becoming even more attractive to all organizations, IT outsourcing seems to generate most of the income. In addition, other offshore back office services also breed their fair share of revenue to the industry.

Benefits of IT Outsourcing:

  • A greater focus for your core services. 
    More time and knowledge spend on your area of expertise
  • Access to an IT specialist.
    Bigger chances of employing a well-equipped IT expert
  • Helps save money.
    Outsourcing = less overhead expenditures
  • Exposed to the latest devices.
    A rare chance to handle and explore more technological advancements with different devices and the latest ones!

The IT outsourcing industry pursues the betterment of services amidst increased technological threats. These threats tried to slow down the innovation and advancement of the IT sector one at a time. However, IT experts are quick to catch on and immediately provides a solution that eliminates the threat.

We here at DBOS can provide you with an excellent IT expert to cater to all your IT needs for a fraction of the cost. For further information, contact DBOS for a FREE consultation today!


good customer service

5 Skills That Makes a Good Customer Service Representative 

Good customer service requires more than just the fluency to communicate with the clients.

There are a lot of reports about companies who provide bad customer service. Now, if you want to be different, see these 5 excellent skills that make a good customer service representative:

Skill #1. Patience

Every now and then, you’ll inevitably come across with difficult clients who will test the extent of your patience. If you’re dealing with customers every day, make sure to be extra patient. Avoid easily getting pissed and practice effective breathing exercises that’ll help clear your head and be more composed while talking to clients.

Derek Sivers explained that quality service always beats fast service. He emphasized the importance of better understanding the client’s enquiries and needs than getting all worked up.

Take time to figure out what help they might need and then calmly assist them in solving their reason for calling. Be the level-headed person between the two of you and provide them with answers. Make sure to let them know that you are more than willing to help on whichever matter they are dealing with. At the end of the day, you never know how much customers appreciate good customer service.

Skill #2. Knowledge of the product or service

The best customer service representative has a deep understanding of the product or service that the company offers. If they are not well-informed about it’s every nook and cranny, how will they help the client about its many enquiries?

More than anyone in the company, the customer representative should know the service offered from the front to the back. It is the only way to make sure that they can attend to every client’s concern without a hitch.

Skill #3. Clear communication

To achieve clear communication between the company and customers, the agents should have a clear voice. In addition to that, an agent should be cautious about the words they use to avoid any misunderstanding with the client. By doing so, will eventually help you to stay away from bad circumstances.

Mimicking the customer’s tone and language is one way to communicate clearly because it shows that you understand and acknowledge their issue. It helps in creating rapport and establishing a better relationship between the client and the agent. Thus, marking it as a great call.

Skill #4. Empathy

Another requirement that makes a good customer service representative is the ability to empathise with the client. Empathy is a character trait that can be improved and learned upon. To understand the client’s dilemma and share their feelings would make a great impact on the customer as they will perceive the agent to be caring.

For instance, the client’s concern regarding your service has no hope and it is clear that they are at fault. Now, the client was asking you on what can they do to refund the certain service but you know that there’s no solution. The client was old and is clearly upset. But because of your empathy, you feel the client’s dilemma and you’re trying to calmly make them understand that there’s nothing else that you could do.

The ability to empathise gives the agent an automatic gentle voice while relaying the message. And thus, making it a great skill as a customer service representative.

Skill #5. Goal-oriented focus

One of the vital customer service skills that a company has been looking for is the goal-oriented focus. Aside from giving heart-warming customer service, agents also have numbered goals that they need to fulfil.

Business goals + customer happiness can go hand-in-hand without resulting in poor service. Thus, agents should be comfortable in achieving both.

If you’re looking for highly trainable customer service representatives, choose DBOS today! Aside from our dedicated and experienced agents, you can also check out our reliable offshore back office services. 

For more information and pricing quotes, contact DBOS for a FREE consultation today! 


The Truth About Millennials in the Workplace

In contrary to the negative notions surrounding millennials for a very long time, most employers look forward to hiring such young blood, as they are more creative and highly-innovative.

Let us first know where millennials started before learning about how they are at work.


According to decade-old research from Pew Research Center, millennials are born from 1981 up to 1996. Most of them today are of legal age to work.

millennialsThey are expected to comprise 75% of the global workforce by 2025. Thus, making them a vital part of today’s economic status.

In the next years to come, more and more millennials are predicted to redefine the working platform.


Groundless rumours and sensationalised news started the negative impression about millennials at work. They are often called narcissistic and entitled individuals because they don’t fit the standards of the older generation. Often misunderstood, it has changed the way people look at this generation.

So, to debunk some of these beliefs here’s what specialists have to say:

  • “They are a generation that has grown up teaching themselves stuff, so when they’re stuck in quite a rigid environment in a corporation that’s been doing it for 50 years, it jars with you because you know there are shortcuts and you know you could do it a different way.” – Emma Gannon, Author (The Multi-Hypen Method)
  • “Which is why they’re labelled entitled because they get really frustrated in a meeting for a long time and you think, ‘I wonder if we could do it a different way.'” – Emma Gannon, Author (The Multi-Hypen Method)
  • “Their sense of integrity can be misconstrued as a sense of entitlement because without a doubt, they have different expectations of their employers.” – Claire Jones, Associate Director (PR firm Weber Shandwick)
  • “They were taught to think for themselves, find their own facts and stand on their own two feet. Because of this, it’s easy to understand why this generation can seem entitled to older generations. But they’re not – they’re just different.” – Susy Roberts, Founder (People Development Consultancy)

Millennials were always perceived negatively because they are born in an entirely different generation. They defy the social norms and act on their own accord – but in ways, that enhances their skills and knowledge.


In comparison to the older generations at work, millennials seem to be entirely different.

Here are some of the typical characteristics that make them unique:

  1. They are highly imaginative and creative.
    One of their best traits is creativity. They think out of the box. Thus, the possibilities for them are endless. They are absolutely part of the trend as they are more exposed on the internet.
  2. They are tech-savvy.
    Compared to older generations which are less informed about the latest digital advancements, millennials are tech-savvy. They mostly understand the technical terms and even practice the lingos.
  3. They are motivated.
    Known as the most independent generation, they possess an advanced amount of motivation to succeed. They crave learning, advancement and achievement. Thus, making them a future team player.
  4. They are tenacious.
    Although often mistaken as being impatient, this generation is extremely tenacious as they grew up with information right at their fingertips.
  5. They are flexible.
    With easier means of learning, the product of this generation is flexible individuals who’re comfortable with multi-tasking.

There are other numerous traits that make this generation entirely different from the older ones. Now, maybe it’s time to stop comparing and sifting through generations. That way, employees could focus more on performing better for the team and themselves.

In addition, millennials in a different light are a good addition to every team. They came with a youthful passion and focus that could even beat deadlines.

We highly value a top-notch talent here at DBOS. Moreover, we give them the freedom to come up with ideas that would help the company and their team in the long run.

Check out our selection of offshore back office services, and do not hesitate to contact DBOS for a FREE consultation today!

outsourcing myths

3 Common Outsourcing Myths Disproved

Various controversies are revolving around the outsourcing industry. As a business owner, you should be aware of these popular outsourcing myths before getting your business involved.

This article will help shed some light regarding these issues.

The truth about these outsourcing myths?

Various write-ups and articles were written to address the most known myths that have been circulating for a few years. However, there are still doubts and confusions that stop other businesses to fully trust in the power of outsourcing.

It was decades ago when the outsourcing industry was first introduced in the business world. And just like any other strategy, it did not gain its sheer popularity overnight. As recorded, it took a lot of trial and errors, as well as thousands of risks to reach where it is today.

For those individuals and businesses who believed that outsourcing would one day change the world, they’ve been right all along. It has shaped numerous economies, strengthens some struggling businesses, and even helped expand the infamous small and medium companies.

Read the brief history of outsourcing here.

Myth #1. Outsourcing means offshoring

In a few instances, outsourcing and offshoring could be used interchangeably. However, they are not the same!

Outsourcing as defined by Investopedia is the business practice of hiring a party outside a company to perform services or create goods. Thus, it means delegating your non-core functions to another company but could be in the same area or country. On the other hand, offshoring means moving various operations of a company to another country. These foreign companies usually choose to outsource in developing countries as their cost of living is so much cheaper than in their own countries.

Myth #2. Outsourcing delivers poor quality output

Another worry that comes with outsourcing is the fear of not being able to fully take charge of the whole process, and thus posing a threat to quality. The catch is, outsourcing can also give you a chance to increase the quality of your service. As outsourcing companies are good at eyeing talents, they also get to choose the most plausible candidates from a huge pool of applicants. They will pick the best applicants that are most suitable for the position and its description, then it’ll be your choice to employ the candidate if you’re satisfied with their credentials. Always remember that the final decision before the hiring process will always be yours.

Now, all you have to do is find a reliable outsourcing partner that will meet your expectations. But before that, you should explore all other third-party providers with excellent feedback and background to help handle your outsourced services.

Myth #3. Outsourcing will soon fade out

In contrary to the knowledge that outsourcing will quickly fade out, the industry still shows no sign of slowing down. The latest studies proved that outsourcing could not be easily tamed and it will continue to grow over time.

Both big and small companies still rely on outsourcing to handle their non-core services. Even numerous successful companies opt to delegate some of their services with other providers to save money and time.

In other words, outsourcing is not just a simple strategy to lessen company costs. Those businesses who rely on outsourcing to deliver more quality outputs have long proven how outsourcing became of huge help in expanding their companies.

Outsourcing has been used in all fields of businesses for decades. It aided small companies in developing their businesses and strengthening reputations in the field. Big opportunities were also given to unemployed individuals, as well as brought struggling economies to a stagnant state. It has helped people and nations to rebuild their crumbling personas, and so the possibility of it fading is just a mere guess.

The only time you can fully set aside those outsourcing myths is when you’ve completely changed your perspective about offshoring and outsourcing. Only if you would look on the other side of the coin will you realise that choosing offshore back office services than personally doing menial tasks would be absolutely beneficial for your business.

Understand more about outsourcing and contact DBOS for a FREE consultation today!

back office outsourcing

Top 3 Successful Back Office Outsourcing Tips

A recent study by the Global Sourcing Association (GSA) proves that the back office outsourcing trend will continue to grow in 2019. The survey shows that a whopping 70% of businesses are still planning to outsource their back-office services in the future. Thus, it is expected to remain relevant for companies in different industries.

Small and medium-sized enterprises alike consider this as the most convenient way of delegating their non-core tasks to an expert. It is also most beneficial for them as they can gain more time to focus solely on their core competencies.

Choosing to outsource your back office tasks guarantee a lot of conveniences for you and your business. But if you’re not too familiar with back-office outsourcing, here are a few important tips:

#1. Create a detailed plan before executing

Every strategy needs a plan and it is best to craft a
in outsourcing, planning thoroughly can create a huge difference with the expected outcome. As there are a lot of things to consider, you might also need the insight of your in-house staff. They could be thinking about an alternate solution or a different approach that could play an important role in your business development.

Another important factor is to agree on which tasks you should outsource. First, you should point out the pros and cons of back office outsourcing and then proceed on determining which services are better delegated to a third-party provider. After that, you can pick an outsourcing partner with stellar achievements and specialisation on your services to be outsourced.

Do not forget that building and strengthening a business requires collaboration from everyone.

 #2. Cautiously carry-out the implementation

Resorting to offshore back office should not be a spur of the moment kind of decision. After carefully planning everything with your most trusted staff, the execution comes next.

Now, when handling all back-office functions to your chosen outsourcing partner, remember to ensure a smooth transition. To do so, carefully develop an effective governance process and establish the hierarchy as to whose decision should be the final basis. However, you should practice open-mindedness towards every suggestion from your outsourced staff. One common mistake that companies fail to recognize is not listening to employee suggestions.

Another important factor to consider is dealing with a single back office outsourcing company, if possible. Businesses who have been outsourcing for long highly suggest dealing with a single outsourcing company. Based on some outsourcing clients, this method creates a more seamless experience for them as they felt more connected with their sole 3rd party provider.

#3. Keep your lines open

The last tip for a successful outsourcing exchange is continued supervision. To make sure that your outsourced tasks are going smoothly, you should know each and every step they make. Keep your communication lines open to monitor the whole process. Set up at least once every week to directly converse with your outsourced staff via phone or video call. This gesture would also help tighten the good-natured relationship between you and your outsourcing partner. In any case of misunderstanding or miscommunication, ask first for your team’s explanation and never jump to conclusions. Trust and respect between the company and client should be maintained for a more productive outcome.

Picking offshore back office services among all the options available is quite a risk to take. However, this strategy is highly proven effective and functioning than any other foreign method. Small and medium enterprises rely on outsourcing alone to help their businesses prosper. Big companies also seek for this strategy’s help to solidify their stance.

To learn more about back-office outsourcing, your options, and pricing, contact DBOS for a FREE consultation today!