--- title: We Are Fiber Blog - English | Back office and help desk solutions (2) description: Back office and help desk solutions | We Are Fiber Blog - English version (2) --- [![](https://www.wearefiber.com/hs-fs/hubfs/Risorsa%2037.png?width=273&height=90&name=Risorsa%2037.png)](https://www.wearefiber.com/en/) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) English - [Customer Service](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital customer care](https://www.wearefiber.com/en/digital-customer-care) - [Help Desk](https://www.wearefiber.com/en/help-desk-in-outsourcing) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [Back Office](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic management](https://www.wearefiber.com/en/gestione-logistica) - [Order management](https://www.wearefiber.com/en/gestione-ordini) - [Process Management](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic process automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [Outbound Marketing](https://www.wearefiber.com/en/outbound-marketing) - Industry - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility](https://www.wearefiber.com/en/mobility-in-outsourcing) - [Travel](https://www.wearefiber.com/en/travel-in-outsourcing) - [B2B services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) Posts about # Back office and help desk solutions (2) ## [Help Desk: a fundamental service for a call center that works](https://www.wearefiber.com/en/blog/2021/02/03/help-desk-a-fundamental-service-for-a-call-center-that-works) January 31, 2022 Giving customer assistance is a critical concern for companies. For this reason, many rely on an... [READ MORE](https://www.wearefiber.com/en/blog/2021/02/03/help-desk-a-fundamental-service-for-a-call-center-that-works) ## [How to increase sales with a CRM service: the complete guide](https://www.wearefiber.com/en/blog/2020/07/20/how-to-increase-sales-with-a-crm-service-the-complete-guide) January 31, 2022 **Advantages and methods of use: everything you need to know about CRM and how to use it for every...** [READ MORE](https://www.wearefiber.com/en/blog/2020/07/20/how-to-increase-sales-with-a-crm-service-the-complete-guide) ## [How does back office work?](https://www.wearefiber.com/en/blog/2019/09/02/how-does-back-office-work) January 31, 2022 Back office refers to all activities that a company has to perform for supporting the main... [READ MORE](https://www.wearefiber.com/en/blog/2019/09/02/how-does-back-office-work) ## [How does outsourcing in the food sector work?](https://www.wearefiber.com/en/blog/2020/10/22/how-does-outsourcing-in-the-food-sector-work) January 31, 2022 The **food** industry is experiencing a period of profound transformation, dictated both by the... [READ MORE](https://www.wearefiber.com/en/blog/2020/10/22/how-does-outsourcing-in-the-food-sector-work) ## [First and Second Level Help Desk: What is it and how does it work?](https://www.wearefiber.com/en/blog/2020/09/14/first-and-second-level-help-desk-what-is-it-and-how-does-it-work) January 31, 2022 New technologies have made it possible to improve **call centers** for private and public companies,... [READ MORE](https://www.wearefiber.com/en/blog/2020/09/14/first-and-second-level-help-desk-what-is-it-and-how-does-it-work) ## [Guide to outsourcing: everything you need to know](https://www.wearefiber.com/en/blog/2021/04/28/guide-to-outsourcing-everything-you-need-to-know) January 31, 2022 **Outsourcing** has become a widespread business practice for some time and, with the current pandemic... [READ MORE](https://www.wearefiber.com/en/blog/2021/04/28/guide-to-outsourcing-everything-you-need-to-know) ## [Document management and digitization: the advantages in PA](https://www.wearefiber.com/en/blog/2021/02/08/document-management-and-digitization-the-advantages-in-pa) January 31, 2022 The optimization of **document management** is one of the main objectives in the world of work. [READ MORE](https://www.wearefiber.com/en/blog/2021/02/08/document-management-and-digitization-the-advantages-in-pa) ## [Delegate to a virtual assistant and take back your time and freedom](https://www.wearefiber.com/en/blog/2020/11/20/delegate-to-a-virtual-assistant-and-take-back-your-time-and-freedom) January 31, 2022 Very often, those who run a company, whether small or large, must keep a variety of aspects within... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/20/delegate-to-a-virtual-assistant-and-take-back-your-time-and-freedom) ## [Data Entry vs Back Office: What is the difference?](https://www.wearefiber.com/en/blog/2019/04/01/data-entry-vs-back-office-what-is-the-difference) January 31, 2022 **Data Entry** is among the most popular services lately. The amount of data generated each day,... [READ MORE](https://www.wearefiber.com/en/blog/2019/04/01/data-entry-vs-back-office-what-is-the-difference) ## [Back office customer service: who it is and what it does](https://www.wearefiber.com/en/blog/2021/05/17/back-office-customer-service-who-it-is-and-what-it-does) January 31, 2022 Today, the customer is the center around which every business activity revolves, and within this... 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For this reason, many rely on an external help desk service, delegating this important and delicate function to specialists. A help desk is the service that provides information and assistance to users who have problems with a product or service. One can contact the help desk through different means, including a call center, email, chat, etc. The primary objective of the help desk service is to provide customers with a single point of reference for support requests on most issues. This service can be limited to the simple collection of user data (call center), together with general information on the problem and its prompt resolution or related sorting of the request to more specialized assistance bodies. In other cases, it may consist of a professional consultancy, arranged across several levels and able to cover a wide variety of problems, both technical and applicative. This type of advanced support takes place through ticketing software. A help desk service does not only concern customer assistance and reception, but also after-sales support. This is a delicate phase in terms of customer experience that must be managed in the right manner to transform the user into a brand promoter. The help desk is indeed essential, where companies like We Are Fiber assist in outsourcing this service, modulating it according to specific requirements and training qualified personnel on technical, administrative or managerial procedures for which they will have to provide support. We Are Fiber manages reports, problems, complaints, information and other kinds of requests, using different channels, from the activation and management of a toll-free number to the preparation of a ticket management software, and from email management to instant messaging. A Help Desk That Works The help desk should be sufficient to resolve customer issues quickly and effectively. To be sure of their satisfaction, however, it is essential to use specific tools to monitor and evaluate the quality of the service. To receive feedback from customers, you can call them directly or use digitized services. In this way, you can understand if there are gaps in your customer support service, so as to select the most appropriate strategies to improve them. In addition, you can better comprehend the needs and requirements of your customers, offering a support service which is crafted in an ad hoc manner for them. We Are Fiber is able to offer a first and second level help desk service, active 24 hours a day and 7 days a week for every need. Would you like to know more? Contact us!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Help Desk: a fundamental service for a call center that works", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Image-31A-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/02/03/help-desk-a-fundamental-service-for-a-call-center-that-works", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Advantages and methods of use: everything you need to know about CRM and how to use it for every company that wants to grow and expand. CRM is a winning business strategy that will optimize the resources available and increase the company's turnover, significantly raising the level of customer satisfaction of clients. CRM, the acronym for customer relationship management, helps companies manage the profiles of potential or loyal customers to develop strategies to understand their needs and expectations to improve commercial relationships. What is a CRM software used for? Mainly to organize contact information, track interactions with old and new customers, and optimize sales as these critical operations are necessary for companies and startups who want to manage marketing processes with professionalism and efficiency. We Are Fiber stands by your side to implement a CRM efficiently, helping you to maximize the resources available and make the most of them. In the following article, more details will be provided about how CRM works and why you need it to shift your business into a higher gear. Discover all the advantages of outsourcing CRM The three macro areas of CRM CRM can be divided into three macro-areas: operational, analytical, and collaborative. The operational CRM supports the activities of supply chain and transactions with the company's IT system, front-office activities for the automation of sales forces and business marketing, mobile office activities for other support services and back-office for order management. The analytic CRM focuses on the collection and analysis of data. The collaborative CRM allows us to offer a personalized service to each customer and is composed of the main communication tools such as email, phone calls, web pages, etc. Why use a CRM? An advantage of CRM is that it helps companies proactively work with contacts to support relationships with potential and existing clients. A CRM system empowers customer-facing teams with the correct data to create top-rated customer experiences. A CRM allows you to document conversations held in person, through live chat, email, phone, or other channels, which enable the company to attend to customers’ specific needs in an individualized way. How to use CRM to increase sales Here we are at the heart of the question: how to best manage CRM to optimize sales? With the collaboration of We Are Fiber you will show you the mechanisms and the tips of CRM, improving the production process, and strengthening your brand awareness in the eyes of customers. The CRM is also able to monitor activity on your sales team, to immediately highlight any critical issues and optimize revenue. You can constantly monitor the purchasing behavior of your customer so as to present the best offer at the right time according to their needs. By doing so you can take advantage of upselling, a very effective sales technique if used correctly. To give a practical example, when a customer buys trousers in a clothing store he will probably need a belt. Upselling is just that: using information about a customer, such as purchasing habits and previous behaviors, to recommend the service or product related to his needs. In this regard, consideration should be made: many companies focus more on winning new customers, rather than on retaining those already acquired. In fact, this is a mistake, as new customers can be harder to obtain and require more effort, while loyal existing customers are much more likely to come back to you. In this case, the CRM can provide useful information about your customer, such as the purchase history, so that you can offer them a related product that he has not yet purchased. So there you have it, an introduction to the benefits of CRM systems. If you want to know more, contact us by phone or email. A professional and competent team will be ready to answer all your questions. CRM will be the launching pad for your company, come and find out how!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "How to increase sales with a CRM service: the complete guide", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/data-entry-2-1024x708.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/07/20/how-to-increase-sales-with-a-crm-service-the-complete-guide", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Back office refers to all activities that a company has to perform for supporting the main activities. Usually, back-office tasks are administrative and non-core processes that help run the company. As opposed to the front office activities, back-office doesn't deal with the customers directly. However, the back-office tasks are as crucial as the front office tasks. A good back-office management makes the operations smoother, makes the job of the front office easier, can affect cost reduction and increase productivity. Even though back-office activities are not related directly to customers, the employees still need to interact with the front-office workers. In fact, they usually need to collaborate with every department of the company. This is because the tasks that they need to perform are very diverse. Therefore, it is sometimes very hard to define the tasks of a back-office department because they depend on the business models of the companies. Back office processes are the easiest to delegate and outsource since they don't necessarily need to be performed in-house. Moreover, outsourcing these tasks is usually more advantageous for companies since they can benefit from many factors. For example, location and timezones can affect the speed of operations. Since managing these tasks in-house is not a must, companies can locate the teams in more strategic places. Back Office range of tasks As mentioned, back office tasks are very diverse and depend on many factors. For example, the tasks can be administrative or non-core functions. To add, some tasks can also be related to customer experience. Eventually, the back office tasks, although not directly related to clients, are always in the function of enhancing customer service and experience. The administration tasks require a higher level of expertise and knowledge-skill set. For instance, when outsourcing HR, companies need to make sure that the provider has the right experience and can provide valuable resources that are also specialized. Another popular back-office service is data processing and data entry. These tasks include image processing, data archiving, data mining, data classification, data annotation, cleansing, capturing, etc. To add, these tasks are often considered entry-level but that is not entirely true. Payroll and Payslip management is another frequently-outsourced service. Moreover, both small and big sized companies outsource this activity. Companies that have a large number of employees benefit from a fast management of the task. Wheres, small companies benefit from reduced costs when handled in-house. As noted, there is a wide range of activities. Literally any process that is not directly related to customers but is needed for running the company falls in the back-office category. Outsourcing Back Office Back office processes can be outsourced to an external party. In fact, almost all companies, no matter if they're small businesses or big corporate, need to outsource these functions. As mentioned above, the tasks range not only in nature but also in difficulty and skill-set. Therefore, it is better to have access to a larger pool of talent that is able to work remotely. Some companies choose to outsource only entry-level tasks, such as data entry, data processing, archiving, document management, etc. Other companies decide to outsource administration functions as well, such as HR, Finance, etc. Thus, when tasks need a higher level of expertise, it is better to not limit recruitment locally. The chances of finding the right people are higher when the candidates' pool is global. Since back-office tasks are often related to the behind the scenes operations of a company, it is often advisable to outsource to a specialized BPO to handle the activities. This is because sometimes these tasks need to be completed overnight or in record time. Having staff work overnight or overtime would be an additional cost to companies. Thus, to avoid these costs, businesses outsource to offshore companies. The different timezones enable the outsourcing partners to complete the tasks in a timely manner, which wouldn't have been otherwise possible. Technology Moreover, technology is another growing reason why companies outsource back office. With the latest development in Artificial Intelligence and RPA, it is possible to handle functions more effectively. However, this technology is still very costly and most startups and SMEs need to allocate their budget towards their core business and front office activities. For this reason, outsourcing enables companies to benefit from the latest technology without spending more. WeAreFiber WeAreFiber is a business process outsourcer based in Europe. With more than 600 employees, we are able to handle back office campaigns ranging in complexity, tasks and expertise level. We are able to combine back office functions with the front office operations of your company to deliver an exceptional service with a holistic approach. Our experience of more than 8 years in handling back office functions adds value to our business development approach. We don't aim to be only your trusted outsourcing provider but to also act as an advisor and enabler for your company's further growth. Moreover, we have recently launched our internal Innovation Lab and RPA department that will add value to any outsourced service and close any gaps in your business needs. Our specialist would be happy to assists you or answer any questions that you may have regarding outsourcing back office. Contact us here or via the following methods: info@wearefiber.com Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "How does back office work?", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/back-office-260x300.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/09/02/how-does-back-office-work", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "The food industry is experiencing a period of profound transformation, dictated both by the changing needs resulting from the coronavirus epidemic and by an increasingly advanced digitization process. Food delivery services, which experienced a strong push during the lockdown period, for example, are increasingly requested by customers. From this point of view, these new processes require new ways of communicating and organizing work, causing many companies to rely on outsourcing for tax and commercial management too. This is where We Are Fiber can assist. With our structured network in place, we provide successful outsourcing services in the most dissimilar of sectors. If you want to find out more about outsourcing the entire data entry process, get in touch with us. We can promise to take your business to new heights. What is outsourcing? Before getting to the heart of the matter, it is essential to understand exactly what outsourcing is and what benefits it can bring to your business. Outsourcing basically means entrusting certain operations to an external company specializing in a particular activity, in order to reduce the costs of processes for which you do not have the right level of competence. Services that are often outsourced, for instance, are accounting, call centers, payroll management and the digitization of internal data and documents. Through outsourcing, costs are cut, internal resources are optimized, and there is the possibility of concentrating more on the company's core business. We at We Are Fiber guarantee the performance of the services you require, boasting competent and qualified personnel, all the while demonstrating the utmost respect for privacy and sensitive information relating to your customers. How to request a data entry process tailored to the needs of food companies The data entry process includes an array of services, such as data digitization, database cleaning and big data analysis, so ensuring compliance with deadlines and an error rate of 0%. Even in our era of digitization, many companies remain anchored to slow and obsolete processes that make data collection complicated. Hence, the digitization of data has become a fundamental requirement, especially for small and medium-sized companies that must find alternative ways to avoid being crushed by the strongest competitors. Another important operation in this regard is the cleaning of databases, such as that of the company website, which means that customers can navigate on an extremely fast and efficient portal. The analysis of big data is also crucial, which is essentially a complex process that allows your company to extract hidden information. Big data can, in fact, suggest to companies the best strategies to follow based on the data collected, making the business more effective in performing against the competition. In terms of the food industry, let's take as an example a restaurant that offers delivery services and has to handle a very high demand. In this case, big data can answer certain questions, indicating the right solution for the various challenges faced. If data indicates that there is high demand for pizzas between 20:00 and 22:00 on Saturday evening, for instance, it is advisable to prepare a large quantity of dough for the pizzas in advance. During the week, the demand for sandwiches might be concentrated between 19:00 and 21:00, so sandwich preparation at this time would be recommended, to ensure quick and fast delivery. Customer satisfaction,of course, is one of the fundamental aspects for any company. If your business provides a swift and quality service, the consumer will no doubt appreciate this and often become a loyal customer as a result. Menu creation and updating We Are Fiber also offers the creation and updating of customizable menus, able to indicate the presence of allergens, organic products, specific products, and household products, etc. In this way, it is possible to relay appropriate information about the most characteristic dishes of a restaurant, such as local specialties, DOC wines or craft beers. It is also simple to update daily, weekly or monthly menus speedily, so as to include a wide offering capable of satisfying even the most demanding and refined palates. Other financial and commercial services In the food industry, as with every sector, there are various operations which are considered necessary, even if they are not part of the company's core business. These include, for example, the preservation and indexing of internal documents, the keeping of payrolls, and the management of financial cash flow, a key indicator for the attractiveness and health of a company. All of these services, too, can be outsourced, so decongesting and freeing the company from many secondary tasks that risk taking away time, energy and precious resources from the main activities of the business. Are you ready to digitize your food business efficiently? We at We Are Fiber will be by your side to help you meet this challenge and give new impetus to your company. Contact the We Are Fiber sales team Email: info@wearefiber.com Telephone (It): + 39 02 42 10 11 22 Telephone (United Kingdom): + 44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "How does outsourcing in the food sector work?", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/livechat-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/10/22/how-does-outsourcing-in-the-food-sector-work", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "New technologies have made it possible to improve call centers for private and public companies, thus providing an effective service to customers. However, many companies continue to underestimate the importance of call centers which, if they are malfunctioning and ineffective, result in a negative return in terms of brand image for the company. What happens if a call center is equipped with few operators and inadequate and obsolete equipment? It is not possible to deal quickly with the flow of telephone calls and customers are forced to wait anywhere from 2 to 15 minutes. This wait time leads to a stressful situation for the customer, who is then already quite angry when he/she finally talks to an operator. The telephone operator, who is not at fault and may have just finished talking to another customer who was upset about wait times, now has to face the anger and disappointment of the new user. In this situation, your operators work under a considerably stressful condition, so they cannot be expected to be functioning at their very best. Customers, on the other hand, do not look favorably on your company, which seems unable to offer an adequate and professional service. The solution? We at We Are Fiber have it and it is called the first and second level help desk, which is adaptable according to different needs and requirements. Do you want to know more about the first and second level help desk services we offer? Contact us and we will find the ideal solution for you. First and second level help desk: what does it mean? When customers contact your call center, they need support, but the issues vary greatly. It is for this reason that we speak of a first and second level help desk. If the problem is simple and standardized, the operator can provide sufficient information and is able to solve it in a short space of time. The customer then obtains the resolution to his/her problem, while the operator optimizes the time available and is free to answer other phone calls. If, on the other hand, the issue is more complex than expected, the operator takes charge of the caller's request and transfers it directly to the relevant office that has more in-depth knowledge. The internal staff evaluates the request, consults the necessary material, takes notes, and then contacts the customers based on the importance and urgency of the requested intervention. In this case, it is a first level help desk. Second level support is the condition in which the operator delves into the nature of the problem in real time and tries to solve it directly online. If the issue requires more in-depth analysis and further investigation, a so-called ticket is opened. In this case, the problem is transferred to technical staff with a greater skill set who, subsequently, will contact the customer to inform him/her of the resolution of the problem. What are the advantages of the first and second level help desk? Customer satisfaction has become a critical requirement for undertaking company analysis, since it implies customer loyalty and enhances brand identity. There is, of course, a considerable saving of time, money and energy with this system, since the first level help desk performs an initial screening of phone calls. Some take only a few minutes and allow you to solve the problem in no time. The benefits are: a satisfied customer; the resolution of the problem, which therefore improves the image of your company and speeds up the sales and production processes; a greater number of fully-effective and efficient operators available. Sometimes, problem solving requires the intervention of specialized personnel and this is where the second level help desk comes into play. The customer, no doubt, will be pleasantly surprised by the technical and problem-solving ability of your company, so you can complete the customer loyalty process. How to evaluate the quality of the service? The first and second level help desk should be sufficient to solve the problems presented by your customers quickly and effectively. To be sure of their satisfaction, however, you must use special tools to monitor and evaluate the quality of the service. To receive feedback from customers, you should call them directly or use digitized services. In this way, you can understand if there are gaps in your customer support service, so as to select the most appropriate strategies to improve them. In addition, you are better able to understand the needs and requirements of your customers, offering a support service created ad hoc for them. We Are Fiber is able to offer a first and second level help desk service for every need, active 24 hours a day and 7 days a week. This way, we are always by your side and can guarantee your customers maximum satisfaction. Would you like to know more? Contact us! We would be delighted to provide you with more information and help you find the winning strategy for your business. Email: info@wearefiber.com Telefono (It): +39 024 210 1122 Telefono (Regno Unito): +44 203 870 4408", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "First and Second Level Help Desk: What is it and how does it work?", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Help-desk-1-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/09/14/first-and-second-level-help-desk-what-is-it-and-how-does-it-work", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Outsourcing has become a widespread business practice for some time and, with the current pandemic and economic crisis, has seen a significant increase. This is not a paradox, since the outsourcing of services makes it possible to cut costs and waiting times within an economy in constant change. Over the years, we at We Are Fiber have perfected our outsourcing services, adapting them to each sector to improve the delivery of all activities and provide customers with tailored solutions. What is the meaning of outsourcing? Firstly, we need to understand what outsourcing is and how it works. With this practice, tasks that a company cannot carry out independently are outsourced. In this way, the quality of production entrusted to expert and qualified personnel is considerably improved. The internal resources of the company also benefit, as they can focus more on the tasks closest to their core business and express their skills in the best possible way. All business processes, whether central or secondary, are optimized and become professional with a significant reduction in time and money. Why should a business rely on outsourcing? An excellent outsourcing service guarantees continuous technological updates, a necessary step considering the speed with which the digital world is evolving. A company's hardware and software systems can become obsolete all too quickly, so it is necessary to invest continually to modernize such systems and keep them up to date. By outsourcing services to We Are Fiber, on the other hand, you can be sure of relying on a company equipped with constantly updated systems. Rather than spending money on such investments, it is certainly preferable to invest in outsourcing. From this perspective, outsourcing business activities should be seen not as an expense, but as an investment. Do you need an example of outsourcing at this point? Computer systems are constantly under hacker attack, so you must systematically equip yourself with adequate protection systems. If not, you could run into a reputational crisis on the web, perhaps because you haven't managed social media adequately. We Are Fiber has the right tools to protect your precious data, where we also understand how to manage a reputational crisis on the web. Outsourcing: pros and cons The advantages of outsourcing far outweigh the disadvantages; however, it is always advisable to look at both sides of the coin. Yet, the numbers do provide a great deal of insight in this regard, where according to our data collected, the partners who have relied on our services have recorded a cost reduction of 35%. The advantages of outsourcing We can summarize the primary benefits of outsourcing as follows: A host of talents at your disposal: if you work independently, you have to look for a specialist in a particular sector. The research in this regard is usually conducted locally, as you don't have the means to expand across a larger area. On the other hand, outsourcing allows you to find talent potentially in every corner of the world within an affordable cost bracket. Cost reduction at the logistics level: when you have to create a new sector, such as a call center or an accounting or secretarial office, you inevitably have to find a physical space within your office. All this generates costs, deriving from the construction work to be carried out, and reduces the space available, negatively impacting the comfort and mobility of the employees themselves. With outsourcing, you can make these services virtual, saving space and money. 24/7 customer support: with outsourcing, you can collaborate with people in different areas of the world, hence you are able to offer customer service 24 hours a day. The result is certainly a competitive edge. More time to focus on the core business of the company: outsourced services do not include the main activities of your business, but rather the secondary ones. This way, you have plenty of time to focus on your core business. The disadvantages of outsourcing There are a few minor disadvantages that can be handled safely. Here they are: Fear of delegating: outsourcing is basically the delegation of a business activity to an external party. If you value control a touch too highly, you may be reluctant to delegate. It is simply a matter of changing your mindset. On the contrary, when you are relieved of work and have more time for your business, you will begin to feel comfortable with outsourcing. Language barriers: when you outsource abroad, you may run into partners with little command of your mother tongue. In this case, you simply need to pay close attention to the company you want to work with. We at We Are Fiber boast a multilingual staff capable of satisfying every need. Do you really want to bring about positive change in your business? To find out about our services or to request a consultation, contact us now!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Guide to outsourcing: everything you need to know", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/acccccc-outs_-1-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/04/28/guide-to-outsourcing-everything-you-need-to-know", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "The optimization of document management is one of the main objectives in the world of work. In this sense, the 2020 Budget Law and the Decree No. 162 of 2019 have been especially significant, aimed at enhancing and promoting the digitization of document management in public administration. Law Decree n.76 of 2020 has further accelerated the digitization process. Finally, as the natural outcome of the two plans, the 2020-2022 three-year plan was launched, which aims to encourage the birth of a digital, ethical, sustainable and inclusive society. Within this context, the new Agid Guidelines (“Guidelines on the training, management and storage of IT documents”) should be understood, which update the regulations relating to IT storage. Public administration, accused of excessive slowness and burdened by bureaucratic structures, sets itself as an example to follow in filing and document management. The 4.0 revolution in PA has been underway for some time now, and, in addition, we at We Are Fiber know how to win the challenge of Covid-19 with the help of digital. The acceleration of electronic document management driven by Covid-19 Paradoxically, the Covid-19 pandemic has had the merit of accelerating the online document management of PA, but also that of private companies. The health emergency has, in fact, resulted in the use of digital services, requiring certain tools such as digital data archiving. In particular in PA, original paper documents, once piled up in folders and boxes, are just an old memory and have given way to digital documents. The advantages of document management systems The open source document management of the Italian Public Administration guarantees greater competitiveness for the country and, at the same time, offers faster and safer services to citizens. The same public employees are freed from a series of unnecessary and tedious jobs, being able to work under relative calm in a context of greater productivity. All the most important documents can be located with ease, consulted, shared and sent quickly. We must then come to appreciate the considerable advantages from a practical and logistical point of view. The use of document management software frees up space until recently occupied by heavy and bulky archives, which are transferred online. This provides valuable physical space for the movement of employees and also gives a greater sense of order, which increases concentration and productivity. To carry out this step from paper to digital, public administrations must equip themselves with the right software for document management. This is where We Are Fiber comes into play, kitted out with all the appropriate tools to accompany public and private companies in this delicate step. The benefits of dematerialization When we talk about electronic document management, we inevitably also refer to dematerialization. The benefits deriving from dematerialisation can be summarized as follows: cost cutting; simplification of processes; fast and intelligent archiving; citizen at the center of the project. Significant savings deriving from document archive management An effective document management system that reduces the use of paper documents to a minimum brings tangible benefits of an economic nature. Paper usage is considerably reduced and printers are less “stressed”. Many of the costs associated with purchasing paper and cartridges and maintaining printers are therefore cut. Furthermore, it is also appropriate to consider the eco-sustainable advantages, as the environmental impact and the intensive consumption of raw materials are reduced. Simpler and faster processes Until a few years ago, the various offices of PA had to exchange numerous paper documents, with the result that the process times were considerably lengthened. With an effective document management program, it is not necessary to phone dozens of administrations or send hundreds of emails, since the required documents can be found directly on the web. In this regard, it is also useful to mention electronic invoicing, which significantly speeds up processes and represents a valid tool in the fight against tax evasion. Better archiving Using “ad hoc” document management, paper documents are preserved and stored digitally, in order to maintain the characteristics of authenticity, integrity, reliability, legibility and availability. Digitization therefore guarantees truthfulness and keeps a document in perfect condition. Time and neglect, on the other hand, risk ruining or modifying paper documents, which after many years, can deteriorate and lose their veracity. Citizen at the center of the project Electronic document management has imposed a change of paradigm. If before, the document was at the center of the project, now the center of everything is the citizen. The administrative machine moves according to the citizen, guaranteeing a better use of the services made available to him or her. The same concept applies to private companies, with the only difference that instead of the citizen, there is the customer. We at We Are Fiber offer you effective document management and much more for your business. We will be the extra arrow in your bow. Contact us!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Document management and digitization: the advantages in PA", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Image-32A-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/02/08/document-management-and-digitization-the-advantages-in-pa", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Very often, those who run a company, whether small or large, must keep a variety of aspects within the business under control. One becomes a manager, a salesperson, a marketing expert and one needs to be effective in every role. However, keeping track of such daily tasks often results in distraction and losing focus on the essential business activities that matter most. So, how can this be fixed so that everything goes smoothly? The solution is much simpler than you think. You may simply require a virtual assistant who can do most of these demanding tasks, while leaving you free to focus on the core business and expansion of the company. Recent research has shown that a virtual assistant can increase efficiency by working full time or as and when required, becoming an important asset within the team. In this article, we will reveal the main services that can be outsourced to a virtual assistant. What a virtual assistant does If entrepreneurs increasingly outsource their activities to virtual assistants, they do so for a variety of reasons. The vast majority, however, outsource purely to save time they would otherwise need to spend on more low-key but necessary tasks. There are two types of virtual assistants (VAs) and both make life easier. The digital assistants are those like Siri, Cortana, Alexa and Google Assistant. They are software programs that can interpret and execute basic requests. Consider things like finding restaurant and vacation recommendations, booking an Uber, setting reminders, and controlling your smart home. Simple enough, but still quite useful. But then there are a number of tasks that you can't do or simply don't have the time to do and that are very complex for a digital virtual assistant. In these cases, the answer is to hire a human virtual assistant. When to use a virtual assistant By outsourcing the right tasks to these human VAs, you can become more productive, carving out more time to focus on important jobs. Not sure what you could outsource to human virtual assistants? Here are some ideas. Digital marketing and communication activities It may seem difficult to delegate communication with your company's customers, especially if your business strategy involves creating a personalized experience for them. However, communication is one of the most time-consuming business activities, particularly when done through email. As your business grows, it will become impossible to conduct all of your communication personally. So, it becomes necessary to free up time and entrust some tasks to a specialized virtual assistant. In particular, among the activities that can be delegated, are the following: Filtering the mailbox and deleting spam / junk mail Providing customer support via email (responding to requests for help and support tickets) Writing, editing and sending email follow-ups to customers Providing live chat support for your online customers Sending thank you notes and invitations Keeping email lists up to date (adding new subscribers and removing non-subscribers) Producing and sending email newsletters. Content creation Company administration When you run a small business or startup, it's tough to deal with all the administrative tasks on a daily basis. If your business is successful, there will come a point where you find that you are faced with a constant compromise between activities that directly support growth and continuous improvement and those annoying but necessary administration activities. A virtual assistant can save you the frustration of being torn between strategic and administrative tasks. Here's what you can delegate: Creating forms to use in your business Creating document templates Data filtering / improvement / management Accounting Customer billing Social media management Social media can be a huge boon for your marketing and customer engagement efforts, but if you don't have the time to manage social media properly, all of this activity can soon start to collide with your job. If you hire a virtual assistant with social media management experience, you will be able to manage these activities and stay in contact with customers: Posting status updates on social media Managing and generating followers Planning and publishing posts Uploading videos to YouTube Moderating and responding to comments on social media sites Replying to messages and queries on social media channels Corporate data management and control Corporate data management is often overlooked, even in the largest organizations. It can be even more difficult to manage your data on your own when running a small business. At the same time, it's a shame to let data that is overlooked or disorderly hinder your performance. A good virtual assistant will be more than capable of performing the following tasks: Data entry and cleaning for corporate information systems (e.g. CRM) Managing online storage media, such as Dropbox and Google Drive Spreadsheets and / or database management Planning and managing data / system backups How to find a good virtual assistant After identifying which activities you need to delegate to a virtual assistant, it is important to choose the right person to save time. Professionalism, competence and experience cannot be improvised, but are acquired in the field, which is why it is necessary to rely on companies that have been operating in the sector for years. Outsourcing does not mean escaping from one's responsibilities, but it is the ability to be more responsible with one's collaborators, thus relying on professionals capable of non-strategic yet exhausting tasks, while still maintaining full control of them yourself. We Are Fiber is the ideal partner to make your company more efficient and productive, providing you with the best virtual assistance services. Based on your needs, you can take advantage of an automated process or a dedicated resource, where the service is always punctual and multilingual. Contact the team at We Are Fiber to find out more details about our services. Email: info@wearefiber.com Telephone (It): + 39 02 42 10 11 22 Telephone (UK): + 44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Delegate to a virtual assistant and take back your time and freedom", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/virtrual-as_-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/20/delegate-to-a-virtual-assistant-and-take-back-your-time-and-freedom", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Data Entry is among the most popular services lately. The amount of data generated each day, referred to as big data, is huge and companies are facing difficulties in coping with high volumes. As a result, they have created dedicated teams within the company or decided to outsource the service. On the other hand, another service needed by a lot of businesses is Back Office. It is a confusing term as many times Data Entry and Back Office are treated as synonyms. Despite the confusion, they are completely separate things. However, one thing is for sure. They both complement each other and are very important for the maintenance of the operations in a company. Hereafter, we will break down the differences between data entry vs back office as well as the similarities. Data Entry Firstly, let's try to define Data Entry. It is a broad term describing various services related to Data Processing. It can be manual or automatic. In another article, we have defined data entry as the process of inserting data into a computer or another electronic device. Data entry can be offline or online, depending on the need for an internet connection to perform the tasks. The data itself can be copied from one digital format to another or from a hard copy to a digital one. It is a time-consuming process, that is why outsourcing the service is among the most optimal and effective trends in our days. But, what does Outsourcing Data Entry process look like? It starts with a close cooperation between the contractor and the contractee. The Contractee (or the client) shares the necessary information with the contractor (or the outsourcer) so that the latter can organize the operations and training sessions correctly. Then, the outsourcer makes sure that the agents will be enough qualified to put into effect the cleansing, classification, processing or conversion of the data as required by the client. The continuity of the process is supervised by responsible people and communicated to the contractee. It is a vicious circle aiming to deliver a high-quality service. Back Office Back Office, on the other hand, is a more general term. As indicated by the name, it is related to behind the scenes work. Every company has a Back Office team to support its activities and operations. These activities vary depending on the project or the company's services. They can be data entry or call quality control oriented, archiving, invoicing etc. Invoicing, for example, is very important for many companies. E-commerce companies, due to their business nature, have to deal with a high volume of invoices every day. In this case, dedicated people to cover the service may be required while outsourcing can be a smart move. Back Office's main activity is related to 'controlling' of work done by respective front offices. For instance, when a customer service representative receives the client's data for later to be entered in the system, Back Office double checks if there are any mistakes in the data received by the representative over the phone. If so, it undertakes the necessary measurements to correct them while always in contact with the representative. In addition, Back Office has a quality checker role so that the maintenance of the project will be properly assessed. Overall, this department is of high importance and its people contribution is valuable in controlling the work done. Differences between Data Entry vs Back Office Both, Data Entry and Back Office are undisputable parts of every company. It should be emphasized that Data Entry can be considered part of Back Office, but Back Office never of Data Entry. Find below a list of elements differentiating or unifying these services(departments) from each other. Range of tasks Firstly, there is the Range of Tasks. This element depends for both on the nature of the service executed. However, in general terms, Back Office has a wider range of tasks compared to Data Entry. This evaluation comes as a result of the kinds of tasks each department develops. Data Entry is simply related to inserting a certain database in specific systems, while Back Office deals with more data processing activities. Back Office also handles all the processes needed to keep a company running. It is the backstage of a company. Level of Difficulty Secondly, the level of difficulty. Based on what told in the last sentence, would conclude that Back Office is quite more difficult than Data Entry. However, this may not always be the case. Many times for tasks related to these kinds of services are used specific systems that may be difficult to absorb by the people delivering the service. Therefore, the level of difficulty increases depending on different stimulators resulting from the requirements of the clients, having to deal with customized tasks and systems. Size of departments If we have to compare Data Entry vs Back Office in terms of their size, for sure data entry would be the winner. Back Office department most of the time deals with admin tasks resulting in size from 2 to 5 people which also depends on the size of the overall business activities. On the other hand, the Data Entry department can be big in size because of the nature of the work and time it consumes. For instance, this department can reach even more than 100 people. Seniority The last one of the elements of comparison between Data Entry vs Back Office is seniority. This term refers to the profile of the hired personnel. Usually, Back Office requires specialized personnel. For example, most of the time they should be highly qualified in excel or other programmes compared to data entry personnel. As can be seen, the comparison of these two departments is quite difficult because, despite everything, all depends on the nature of the service and requirements of the client. When to outsource Data Entry vs Back Office Outsourcing has turned into a key strategy in helping companies reach their targets. Startups, for instance, outsource such kind of services to be able to focus on their core business while at the same time receive a high-quality outcome. On the other hand, many companies find this option cheaper compared to the one of developing the service in house. Furthermore, there may be unexpected volumes in the business activity leading to a collapse of many operations if the work is not correctly allocated. This is the time when outsourcing comes to great help. Looking for an option? Find it below. We Are Fiber At We Are Fiber, we support our clients with Data Entry vs Back Office services to the highest quality believing that QUALITY MATTERS. We have worked with well-known companies around the world performing for them from the easiest to the most difficult tasks. Therefore, loyalty has always been a reward we received back from our clients and is what we value the most. If your needs and ideals match ours, we would be happy to receive a call or email from you. We are waiting, it is your turn Now! info@wearefiber.com Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "kristina", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/kristina" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Data Entry vs Back Office: What is the difference?", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/data-entry-2-300x208.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/04/01/data-entry-vs-back-office-what-is-the-difference", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Today, the customer is the center around which every business activity revolves, and within this context, the back office customer service employee certainly deserves special attention. This figure acts as an intermediary between the company and the customer, attending to questions and complaints, dealing with doubts and providing assistance. Customers are increasingly informed and demanding, so it is not possible to handle them by way of evasive and generic answers. Modern consumers want immediate and relevant answers, so it is essential to have an efficient back office customer service team to stand out from the competition. What is meant by a back office customer service employee? The term back office refers to that part of a company opposed to the front office, that embraces the activities related to operational management, including customer support. While the front office involves a face-to-face relationship with customers, such as literally at the counter, the back office includes a series of activities that take place at the desk, so to speak. The back office customer service employee specifically interfaces with customers using the systems available, from telephone to email to chat. What does the back office customer service employee do? The back office customer service employee takes care of welcoming and managing customers, providing technical and administrative support to solve difficulties, and correctly managing complaints. Customers are able to ask for support through various channels, so a business needs to ensure an omnichannel approach. The operator must listen carefully to customers’ problems in order to understand their needs, so as to provide clear answers and adopt the right countermeasures to solve the critical issues. Sometimes users call to receive further technical information about products and services, operations, warranties, costs, shipping methods, etc. The employee must therefore have an excellent knowledge of the product or service in question, as well as the internal dynamics of the company. In other cases, phone calls require technical support. The operator must then open a ticket to try to resolve the problem quickly. If this is not possible, the request must be forwarded to colleagues with greater technical competence. In any case, it is necessary to provide an adequate and honest answer to the customer, regardless of whether the problem can be solved quickly or requires more time. The characteristics that a back office customer service operator must possess The back office customer service employee must be a bit of everything, including the likes of salesperson, IT technician, and psychologist. In particular, the operator must: have the right skills in terms of sales operations; have a certain familiarity with marketing techniques, thus suggesting to the company any changes to be made to the products or their development; have a good command of computer programs, in order to support the archiving of orders and customer databases; have an excellent problem solving ability, acting with clarity even in situations of high stress; possess self-control and remain calm. Operators often receive phone calls from angry and nervous customers who may use an agitated tone of voice. In cases such as these, it is necessary to empathize with the client, trying to understand his or her point of view and provide reassurance that the problem will be solved within a short period of time. It certainly does not hurt to have a superb knowledge of languages, especially English, so that you can employ your skills in a working world without borders. This figure is, in fact, sought after in companies operating across very different sectors. Professional objectives of the customer service back office employee The primary objective of the customer service back office employee is full customer satisfaction. For this reason, after the ticket has been closed, a history of the requests and critical issues that have emerged must be kept in the management system, so as to deal more quickly with other similar problems. In addition, the customer should receive a short evaluation questionnaire on the service provided. The relationship between company and customers is thus improved and loyalty is gained more swiftly. The back office customer service provided by We Are Fiber Back office customer service is one of our flagships. The numbers prove our worth. In fact, the partner companies that have relied on our service have halved response times, thus obtaining an increase in loyalty rates of 21%. Our operators, selected with extreme care and attention, are able to provide a fast and quality service, responding effectively to the needs of your customers. The management of the assistance ticket concerns the resolution of problems reported via chat, email or instant message. We guarantee you a personalized customer service, responding in a targeted and relevant way to the needs of your customers. For more information, simply contact us. We are at your disposal! Contact us now!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Back office customer service: who it is and what it does", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/bavk-office-clerk_-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/05/17/back-office-customer-service-who-it-is-and-what-it-does", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ```