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!

offshoring fears

Australian Businesses: Offshoring Fears and How to Overcome Them

Since the boom of business outsourcing companies in the Philippines, numerous startups choose to pursue offshore back office services in Manila. One of these countries is Australia. And like any other companies, there are unavoidable offshoring fears.

Outsourcing comes with a lot of dangers that can be avoided through smart understanding, together with rigorous planning and preparation. It would be best to prepare damage control ideas and take this potential outsourcing issues to heart.

Data Security

One of the most common fears that offshoring businesses have is security. Since offsite employees can access important information, there is an increased security risk for the business. This is why hiring a reliable outsourcing partner is vital. Many outsourcing companies today have installed CCTV cameras inside the production floor. Most of them also ban personal electronic and mobile devices during work hours which can only be accessed during breaks. Other companies even disable their USB ports to ensure that all data will be kept safe inside your company’s network. Monthly IT checks on the employees’ computer devices should also be a part of the continuous precaution.

Nowadays, data security is a key concern for all businesses and individuals. Most importantly that hackers are creating a rampage. That’s why it is important to find a trusted outsourcing company with reputation and capability to protect your data all the time.

Quality Output

The fear of low-quality output is one of the Australian’s concerns since services in the Philippines is cheaper than the local employment. However, there have been countless testimonies from other clients that Filipinos are truly smart and productive. Highly trainable and naturally skilled workers are the international perception of Filipino employees. It is because most employees are university graduates.

However, the country’s recruitment process remains to be of no easy feat. From a huge number of applicants through the recruitment process, it’ll be narrowed down to a few candidates. If short-listed, candidates will be called for examinations and a series of interviews. And then whoever passed the final set of examination and interview will be chosen for the position.

Cultural Differences 

Differences in culture between the outsourcing partner and the client might cause a huge misunderstanding, if not addressed properly. That’s why it is important to discuss this properly between the involved parties. Since business is a two-way street, proper communication is definitely essential. To reach out, you can try to include face-to-face meetings and video conferencing as well.

Adapting to any kind of culture is one of the Filipino’s best traits. People from all over the world commend this character as they easily get along with each other. This culture was gained through a long way back from the country’s colourful history. Up until this day, Filipino’s have embedded the traits that made them adaptable to any culture and situation.

Remember that when you’ve picked the perfect outsourcing partner, adaptability is just a small matter that should never be a problem.

The items listed above are only a few of the common offshoring fears that most Australian companies are concerned about. Careful planning and extensive research for the most reliable outsourcing partner is the key to achieving an incredible venture.

Now, always remember that you should never let these offshoring fears hinder the growth of your business. Be ready to test the waters and take huge leaps for the betterment of your company. Only then you can reach incredible development.

For more tips and ideas on what to consider before choosing a reliable and capable outsourcing partner, read this blog.

If you’re looking for a trusted and experienced outsourcing partner, contact DBOS for a FREE consultation today!

back office industry

Front Office vs Back Office Industry

In a traditional BPO setting, the services are usually segmented into two: the front office and the back office industry.

From both its root words, “front” and “back”, the front office refers to the staff which have worked with clients upfront. On the other hand, the back office refers to the staff providing support and works behind-the-scenes.

What is the front office?

The front office represents the customer-facing function of a company. It is composed of a special bunch of individuals who possess diverse skills with people and communication. They directly deal with clients every day and handle other services such as:

  • Marketing your services
  • Meeting with clients
  • Building relationships with clients
  • Screening and interviewing candidates

Why is it important?

Just like any other position in the company, the front office people play an essential role that nobody else could take over.

What is the back office?

The back office is consist of people who work behind-the-scenes. In a regular BPO company, the back office industry is still booming. It remains at constant demand because of its effectiveness and is also mostly empowered by the outsourcing sector.

Here are a few back-office services you can refer to:

  • Data entry
  • Content writing
  • IT services
  • Human resources
  • Digital marketing
  • Call centre agents, etc.

Front vs Back Office

These two are both important. They come in pair and surely, one cannot function without the other. However, there remain numerous key differences between the two.

Here are their top 8 distinctions:

back office industry

Although with contrasting roles and involvement in the company’s resources, each one provides a vital contribution to business growth. Both are also available for outsourcing. However, back office services are more likely outsourced than the other.

Businesses from different sectors choose offshore back office services to assist in their sustained growth and development. Those back-office services serve as the backbone of their companies because it provides support to the front office people.

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

personal virtual assistant

Benefits of Outsourcing a Personal Virtual Assistant

As the owner of a startup business, you should know that your time is gold. You can’t afford to waste even a minute so you must do the most important thing first. Kickstarting your venture should be the priority. Yes, every part of your business is important. However, there are small administrative duties that are better outsourced to a personal virtual assistant.

What is a personal virtual assistant?

Included in the top list of mostly offshore back office services, is a personal virtual assistant. By definition, a virtual assistant is a professional who carries out multiple administrative jobs depending on every client or project. They are someone who can provide flexible business support without costing that much.

What can a personal virtual assistant do?

Going way back, a virtual assistant can only do limited tasks such as basic secretarial duties like setting up an appointment, sending emails, managing schedules, and so on. However, times have drastically changed and so does personal virtual assistants. In order to cope up with the competitive industry, they are now doing all sorts of advanced web-based tasks.

To know more, here are a few things that virtual assistants can help you with: 

  • Upload blogs or email newsletters
  • Transcribe voice memos, conference calls, and more
  • Run your calendar and plan your travel
  • Compile data into organized spreadsheets
  • Handle forwarded phone calls when you’re out of town
  • Research on the web market
  • Prepare presentations
  • Manage your social media accounts
  • Coordinate with vendors
  • Place order for new supplies… and so much more!

Most startup business owners prefer to offshore their mundane duties to a more capable hand, in hopes of focusing on their core tasks. However, not all available VAs are as skilled as the others, so you must choose wisely.

Listed are a few benefits that’ll help convince you if you’re a little doubtful about offshoring your personal virtual assistant:

Reduces costs

Rather than hiring an in-house staff whom you have to buy equipment to use, offshoring a virtual assistant is more economical. Most especially when you are cutting costs, overseas offshoring is your best choice. This option can help you save as much as 70% of your possible spending for in-house staff.

Saves time

Browsing on massive VA profiles yourself is extremely time-consuming. Instead of doing those, you should look for a reliable outsourcing partner. Having so will help you narrow down the best-fitted candidate for your VA needs. They will also be the ones to conduct the interview, but, the final decision is always yours.

Utilises other staff

Your few in-house staff plays a huge part in your business growth. That’s why assigning them tasks that aren’t your focus will only halt the betterment of your business. On the other hand, if you outsource the repetitive tasks, only then you will be able to focalise on the most urgent matters.

Thinking of hiring a personal virtual assistant indicates that your business is already growing as you cannot seem to handle everything on your own. Now, bringing someone onboard may not always guarantee success. However, choosing the right one that’ll compliment your business and works well with you might be the key to your continuous growth.

You have to understand that picking the perfect virtual assistant might bring you the big break that you’re waiting for.

We here at DBOS dedicates our time to clients who wanted to pick the most qualified virtual assistant for a reasonable price. Let us help you. Contact DBOS for a FREE consultation today!

back office services

3 Reasons to Outsource Your Back Office Services

The common perception that the big companies are the only ones that can afford to offshore their back office services were long gone. It became a huge trend that allowed even startup businesses to result in collaboration with trusted outsourcing partners. However, establishing a startup business is not about pure luck. It requires skills, expertise, and most importantly – people.

Now if you’re aiming to expand your business, but you haven’t figured how to do so, this article might help you. If you’re going to stretch out your business, you need to come up with the right plan so you can focus on growing your business even more.

So, how can you tell that it’s already time to consider offshoring your back office services?

1. Your business is growing

A growing business is surely a great thing. But if you can’t keep up with its fast rate, then it might be the right time to delegate some of your services. First, you have to search for a reliable outsourcing partner and be ready to entrust some of your services with them. Second, you need to evaluate which current tasks you have to outsource. Get some great help to process your growing payroll, billing and collections, compliance, and your other back office services.

2. Your operation costs are too high

Situating all your services in-house would cost a fortune. It is guaranteed to cost you a lot once you decided to handle all your operations inside your blanket. That is precisely why outsourcing became a thing for every business, either small or big. But instead of saving a considerable amount that would eventually help in expanding your business, you spend way too much.

The good thing is that – outsourcing exists and it could be the best solution to cut costs.

3. You’re not focusing on what you do best

Inevitably, every one of us has that particular area that we’re good at, our cream of the crop. However, when you’re a startup business owner, there comes a time when you just wanted to do everything on your own. Unfortunately, it won’t bring good results, nor it wouldn’t help your business improve. That’s the time you should think twice and lay down your priorities one by one.

It’s a fact that focusing on your expertise will help your business grow. And that resorting to offshore back office services can aid your long-term success.

Outsourcing has provided more than a decade of solution for struggling small businesses and even big companies. Technology has made it possible to access more tools that greatly helped other small businesses in creating a remarkable impact on their growth. As well as helping big companies build a solid ground for continuous development.

In 2019, there are even better benefits to look forward when you choose to outsource your non-core services. And if you want to know some important back-office services that are highly recommended for outsourcing, read here.

For further inquiries about how to outsource your back office services, contact DBOS today for a FREE consultation!