Offshore Back Office Operations

Supplying Support Services to Global Markets

image of Offshore Back Office Operations

This study focuses on back office operations (distance delivery of range of non-core service functions), as a way of doing business that offers significant business opportunities for governments and service firms in developing and transitional economies. It explains the phenomenon and types of back office operations; and how to determine back office operations as a deliberate development strategy. It delineates the structure for a back office promotional initiative and addresses competitiveness issues. It also outlines how to attract foreign investors or clients for local suppliers and gives examples of strategies that various countries have used to develop back office capabilities.

English French, Spanish


Staying competitive

Any country that wants to be competitive in back office operations will need to develop a reputation for excellent service. The 1999 Outsourcing Trends Report found that, while 49% of corporate clients were “satisfied” with their current outsourcing arrangements, only 11% were “very satisfied.” Sources of dissatisfaction were as follows: 50%, poor planning (not defining strategic goals, or scope); 34%, poor execution; and 16%, poor results.

English Spanish, French

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