BPO Service
Back office outsourcing services with documented QA
Published · Last updated
Move one documented process at a time, measure it with clear KPIs, and keep every approval with your team.
Direct answer
Actigy BPO, a nearshore business process outsourcing (BPO) company headquartered in Prague, Czech Republic, runs back office outsourcing in client-approved systems. Scope can cover data entry, document processing, finance operations, reconciliations and records upkeep. Client-owned standard operating procedures (SOPs) guide quality assurance (QA). The process audit defines one queue for a paid pilot before scale.
At a glance
Back office outsourcing at a glance
| Service | Data entry, document processing, finance operations, reconciliations and records upkeep |
|---|---|
| Who it serves | Finance, insurance, healthcare and compliance operations teams with documented queues |
| Delivery locations | Bulgaria, Romania, Poland and Ukraine; actual locations named in the written scope |
| Coverage | Business hours to 24/7, agreed per engagement |
| Pricing | Per full-time equivalent (FTE) by role; written quote after the process audit |
| Start | Paid pilot, usually 2 to 4 weeks after the process audit, subject to readiness |
Key takeaways
- Every Actigy BPO engagement starts with a process audit and a paid pilot.
- Actigy BPO scales a team only after the pilot meets the thresholds agreed in the SOP.
- Compare key performance indicators (KPIs) against the same process baseline, not unrelated industry averages.
- Your team keeps policy, financial approvals and regulated decisions.
What is back office outsourcing?
Back office outsourcing assigns internal work to an external team, with defined inputs, rules and checks. Actigy BPO fits when a queue has written rules and approved system access. Front office outsourcing handles direct customer contact, such as support. A managed back office process includes a team lead and quality checks, not just task allocation.
Finance work prepares records for approval; it does not transfer payment authority or professional sign-off. Insurance and compliance queues keep their own decision limits. A named client owner approves changes to rules, access and exceptions outside the written scope.
Where the service fits
- Finance teams with invoice, reconciliation or close backlogs.
- Insurers with repeatable intake, document indexing and policy administration work.
- Healthcare billing teams with defined administrative queues.
- Compliance teams with file preparation and documented review tasks.
- Operations teams adding entities or volume faster than hiring capacity.
Actigy BPO is not the right fit when tasks lack defined instructions or require an outsourced regulated decision-maker.
Back office processes Actigy BPO runs
Actigy BPO scopes each back office process around its records, rules and approval owner. Begin with a repeatable queue and known exceptions. Finance, insurance, healthcare and compliance work keep separate rules; moving admin work does not transfer professional judgment.
Retail queues can include brand protection operations and MAP policy monitoring. Clients approve enforcement actions.
| Function | Work in scope | Client retains |
|---|---|---|
| Data and documents | Form capture, indexing, field checks and record updates | Data standards and acceptance rules |
| Finance operations | Accounts payable, accounts receivable, reconciliations and accounting preparation | Payment release, ledger approvals and financial sign-off |
| Order records | Order entry, account changes, returns and refund records for retail operations | Commercial terms and refund approvals |
| Insurance records | Claims intake, document indexing and policy records | Coverage, adjustment and payout decisions |
| Healthcare administration | Eligibility checks, charge entry and administrative follow-up through medical billing outsourcing | Clinical, coding-policy and payer decisions |
| Compliance files | Know your customer (KYC) files and anti-money laundering (AML) case records | Risk acceptance and regulatory reporting decisions |
| Master data | Vendor, customer and product record upkeep | Approval of controlled changes |
Detailed KYC preparation and AML operations scopes retain the client's compliance officer. The team never acts as the money laundering reporting officer or moves client money. It never files suspicious activity or suspicious transaction reports. Separate customer support outsourcing covers front office conversations.
Delivery method
How Actigy BPO outsources back office operations
Actigy BPO starts with one process, its current records and an error baseline. The process audit establishes instructions, access and acceptance thresholds. A paid pilot tests real work before additional volume moves. Timing depends on system access, operator training and client approvals.
Managed outsourcing assigns the provider a defined queue and review duties.
- Select the queue. Identify stable volume, clear rules, an approval owner and an exception backlog.
- Document the process. Map inputs, handoffs, access and escalation rules in the SOP.
- Set the baseline. Record accuracy, handling time, backlog age and the agreed reporting period.
- Train and pilot. Train operators, test permissions and run a paid pilot with increased QA sampling.
- Review acceptance. Compare results with the thresholds, investigate defects and approve scale only after acceptance.
New queues follow the same review. Current SOPs, exception logs and handover records stay with the client. The delivery method explains setup, pilot review and ongoing reports.
Which back office outsourcing KPIs matter?
Actigy BPO reports each type of back office work using agreed measures and time periods. Accuracy counts correct records. Turnaround shows how long work takes. Finance teams also need to track cost, exceptions and work done again. Give each measure an owner before the pilot, and review speed alongside quality.
| Function and metric | Definition | Review owner |
|---|---|---|
| Data entry: accuracy | Accepted correct records divided by reviewed records | QA reviewer and client process owner |
| Documents: turnaround | Time from complete input to accepted output | Team lead |
| Customer administration: backlog age | Age of unfinished items, separated by agreed time bands | Team lead and exception owner |
| Payables: invoices per FTE | Accepted invoices per staffed FTE for the reporting period | Finance process owner |
| Payment preparation: error rate | Incorrect draft payment items divided by reviewed items | Client payment approver |
| Payables: cost per invoice | Agreed processing costs divided by completed invoices | Client finance owner |
| Reconciliations: first-pass yield and rework rate | Share accepted without correction; share returned for correction | QA reviewer and client approver |
Benefits measured against your baseline
Actigy BPO compares output, backlog age, rework and client review time with the baseline. Faster handling counts only when quality and approval controls hold.
What are back office outsourcing risks?
Actigy BPO controls missed handoffs, data access, unclear rules and provider dependency through named owners and review. Legal or regulated decisions stay with the client. Test the controls against actual records during the pilot. Include handoff failures and unclear exceptions before moving more work.
| Risk | Operating control | Client check |
|---|---|---|
| Communication gaps | Named owners, handoff records and an escalation queue | Agree reply times and absence coverage |
| Data exposure | Approved access, activity logging and restricted processing locations | Review permissions and data-processing terms |
| Language and cultural context | Queue-specific training, examples and sampled output | Approve terms and assess the proposed operators |
| Legal or regulatory overreach | Written decision boundaries and escalation to the client | Retain regulated judgments and final approvals |
| Unready processes | Process audit, current SOPs and a controlled pilot | Resolve missing inputs before transferring volume |
| Provider dependency | Client-owned records and documented handover | Keep access to rules and open-item logs |
Review defects and root causes with the process owner. Monthly business reviews connect service levels, staffing and fixes. Controls need evidence from the actual queue, not a broad claim about location or certification.
How does nearshore back office outsourcing work?
Actigy BPO teams in Central and Eastern Europe cover the full UK business day and the US morning. Agree actual shifts, handoffs and any extended coverage in the written scope. Work locations, approved systems and data-transfer terms define the service; location alone does not establish compliance.
Bulgaria, Romania and Poland are European Union locations; Ukraine is outside the European Union. Record the chosen locations and subprocessors in the data-processing terms. Access stays limited to approved systems, with logging and separated duties.
ISO 9001-aligned quality management. Aligned, not certified. SOC 2-aligned controls: role-based access, logging and segregation of duties. Aligned, not audited.
How to choose a back office outsourcing company
Actigy BPO proposals name the process owner, quality controls and approval limits. Compare the same queue across models before choosing a provider. Use the outsourcing request for proposal template to record evidence, open questions and acceptance rules.
Compare shared services vs outsourcing before transferring an internal team's work.
| Decision | Actigy BPO managed team | In-house team | Freelancer or staffing agency |
|---|---|---|---|
| Daily management | Team lead manages the scoped queue | Client manager | Usually client-managed; confirm terms |
| SOP ownership | Client owns the rules | Client owns the rules | Confirm written rules and ownership |
| QA | Maker-checker review and sampling | Client builds the review process | Confirm who reviews the work |
| Coverage | Agreed shifts and backup plan | Client schedules staff | Hours depend on the agreed terms |
| Start | Process audit and paid pilot | Hiring, access and training | Selection, access and training |
| Pricing | Per FTE by role | Payroll and operating costs | Contracted hours, placement or staffing fees |
| Exit | Current SOPs and handover records | Internal knowledge transfer | Handover depends on agreed terms |
Six questions for the proposal
Who writes and owns the SOPs?
How are QA samples and defects reported?
Which systems, countries and subprocessors have data access?
Who covers absences and trains replacements?
Which thresholds decide pilot acceptance?
How are records and process knowledge handed back?
Outstaffing is also available: the client manages the assigned operators directly. Check continuity assumptions against the attrition benchmark definitions, not a regional average alone.
Actigy BPO provides the service described here. For provider selection, use the separate BPO company shortlist and apply the same checks to each candidate.
How much does back office outsourcing cost?
Actigy BPO prices most services per full-time equivalent (FTE) by role and sends a written quote after the process audit. Volume, handling time, exceptions and coverage determine staffing. Compare cost per accepted item with fully loaded internal costs, including supervision, rework and retained approvals.
Separate operator, team lead and QA responsibilities in the proposal. The outsourcing cost guide explains cost inputs; country-level FTE estimates are historical planning references, not current quotes. If hiring is the immediate constraint, review operations staffing options alongside the process controls.
Evidence from separate back office workflows
Back office outsourcing for insurance companies
An anonymized insurance claims engagement reached intake turnaround of 4.2 minutes (Actigy BPO-reported). The work concerned intake and preparation, not transferred coverage or payout authority. See the insurance claims administration scope for the operating boundary.
Finance operations evidence
The software company's accounts payable and month-end close case reports separate payable and reconciliation work. That engagement supports the finance workflow discussion, not a result for every administrative queue.
Results come from anonymized client engagements, are reported by Actigy BPO and are not independently audited. Results depend on scope.
Managed back-office work for US mid-market companies
Actigy BPO supports US companies that need a more structured way to handle routine work. Start with one document, finance or review queue. Name the person who makes decisions and write down what acceptable work looks like. The service adds daily management and quality checks. Fit depends on the work, not a fixed company size or assumed minimum team.
Hiring has not kept pace with the backlog
Compare a managed queue with direct staffing using the same workload and supervision needs. Actigy BPO is a fit when the buyer wants a team lead and documented review. Individual staffing fits a buyer that will manage operators directly. See the engagement-model comparison.
You want to replace a provider with poor documentation
Audit the current backlog, error samples, missing procedures and unresolved exceptions. Agree what can transfer and what must be rebuilt. Run a bounded pilot with clear handover ownership; a switch alone does not establish better quality or lower cost.
For a scoped alternative to a large BPO contract, compare back-office outsourcing companies. US-only delivery, a lowest-price-only tender and a multi-continent rollout require different provider criteria.
FAQ
Frequently asked questions
What is back office outsourcing?
Back office outsourcing assigns internal office work to an external team. Actigy BPO provides data entry, document processing, finance operations, reconciliations and records upkeep within an agreed scope. Unlike customer-facing support, the work centers on records and internal workflows. The client retains policy, approvals and regulated judgments. Each process needs written rules, approved access, an exception owner and measurable acceptance criteria.
Which back office processes should you outsource first?
Start with one repeatable process that has stable inputs, visible volume and clear decision boundaries. Data entry, document indexing, reconciliations and master data upkeep are possible starting queues. Check the existing error log and backlog before selecting the pilot. Avoid moving several undocumented workflows together. A process owner, usable source records and available approvers make it possible to judge the pilot against a meaningful baseline.
What are the benefits of back office outsourcing?
Actigy BPO structures back office work to make capacity, quality and handoffs measurable. Possible gains include clearer queue ownership, written process rules and more consistent review. Test those benefits against accepted output, backlog age, defects, rework and retained management time. Lower processing cost is a result to measure, not an assumed starting point. Your client-owned SOPs also preserve the instructions needed for future handover.
Which KPIs should you track for outsourced back office work?
Track accuracy, turnaround, backlog age and rework for the selected process. Finance queues also need cost per invoice, invoices per FTE and draft payment error rates. Reconciliations need first-pass acceptance and unresolved-item age. Define the denominator, reporting period and review owner before collecting results. Keep scope and quality thresholds consistent when comparing periods, so a change in workload does not masquerade as improved performance.
What are the risks of back office outsourcing?
Actigy BPO addresses missed handoffs, excess access, unclear rules and provider dependency through the written scope and operating controls. Named owners, restricted permissions, QA sampling and client-owned documentation support that work. The client still checks whether the arrangement meets its own obligations. Confirm actual delivery countries, incident escalation, absence coverage and handover requirements before access is granted. Regulated decisions and final approvals remain with the client.
How much does back office outsourcing cost?
Actigy BPO quotes most back office work per FTE by role after the process audit. Monthly volume, handling time, exceptions, coverage and QA effort determine the proposed team. Compare the written quote with your fully loaded internal cost, including supervision and rework. There is no universal per-record price across unrelated processes. The paid pilot supplies workload evidence before you decide whether to expand the engagement.
How do you choose a back office outsourcing company?
Actigy BPO recommends evaluating a defined process, its controls and pilot acceptance criteria together. Ask who owns the SOPs, manages daily work, reviews quality and handles exceptions. Confirm data locations, backup coverage, retained approvals and exit documentation. Compare providers against the same workload and reporting definitions. A proposal becomes testable when it states the inputs, responsibilities and thresholds required before more volume moves.
Outsource the process. Keep control of the outcome.
Describe the process, workload and approval boundaries. Review the proposed roles, controls and cost before deciding on a paid pilot.
Describe your workflow, volume and required coverage. You decide on a pilot after reviewing the written scope.
Scope a pilot
What happens next
The team reviews the workflow before proposing a written scope. You decide whether to start a paid pilot after reviewing it.