As of November 2026, TSI's CXBPO team provides back office outsourcing for regulated organizations. Back office outsourcing means handing the work behind customer contacts to an outside team: account changes, service start and stop orders, verification work, and email, chat, social media and letter queues. Staff are screened for accuracy and trained on your procedures, and a quality team scores their transactions against your rules, the same way it scores calls.
- Move-in and move-out orders 412Keyed and verified
- Hardship forms 87Document requested
- Email and chat replies 236Answered
- Mailed letters 58Scanned and routed
- Accuracy98.6%
- Errors coached7
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub or make a payment.
When the back office falls behind, the phones ring
A customer moved last month and the account still isn't closed. A service order sits in a queue for 9 days. A hardship form arrives, gets keyed wrong, and the disconnection notice goes out anyway.
None of those started on a phone call. All of them end on one, usually the angriest call of the week, and sometimes in a complaint your regulator reads.
Back-office backlogs also hide well. Service levels on the phone look green while the work queue behind them grows, and nobody sees it until the aging report does.
Front office and back office
The front office talks to customers. The back office does the work that keeps their accounts right afterward.
| Front office | Back office | |
|---|---|---|
| The work | Calls, chat, text and email with customers | Account changes, orders, document checks, correspondence |
| How it's measured | Service level, handle time, quality score | Turnaround, aging, accuracy |
| What goes wrong | Long holds and repeat calls | Requests that sit, then come back as angry calls |
CXBPO staffs both, so the same partner owns the request from the call to the finished change.
What's included
Account changes
Name and address changes, account updates, and start, stop and transfer of service, including move-in and move-out orders for utilities and other account-based businesses.
Verification and documents
Checking forms and supporting documents against your program rules, chasing what's missing and recording what was approved and why.
Email, chat and social queues
Written replies in your templates and your tone, with anything sensitive routed by your escalation rules. A written reply can be quoted back to you, so these queues get the same scoring as the phones.
Letters and mailed forms
Incoming mail scanned, keyed and routed, and outgoing letters sent on your templates where paper is still required.
Backlogs and conversions
Seasonal backlogs, cleanup after a system conversion and the queue your staff can't reach this quarter, each with its own staffing plan and target date.
Approved automation
A TSI automation team builds software bots for repetitive, rule-bound steps, such as copying data between screens. You approve each one, and people keep the judgment calls.
How it runs
Map each queue with your team
Each work type gets written procedures, the systems it touches, the turnaround you need and the decisions staff may and may not make.
Hire for accuracy
Candidates for data-entry work take typing speed and accuracy tests before hire, with minimum scores your program sets.
Train on your procedures
Training covers your procedures, privacy and security, and the rules that apply to your industry. Staff pass exams before they touch live work.
Score transactions like calls
A quality team samples each person's transactions against your scorecard, on the same ratios used for calls, and coaches to the errors it finds.
Report the queue
Volume in, volume worked, aging, accuracy and exceptions, on the schedule your contract sets.
How to choose a back office outsourcing company
Back office work is harder to judge from a proposal than phone work, because nobody hears it. Five questions:
- How do you screen for accuracy before hire, and what minimum scores do you set?
- How do you score a transaction, and how often does each person get sampled?
- Will your staff work in our systems, so the record stays where our auditors look?
- What does the aging report show, and how often do we get it?
- Which steps would you automate, and who approves each bot?
Ask for a current SOC 2 Type II attestation report too, since back office staff touch the same customer data your phone agents do.
Where it fits with the other stages
Back-office work pays off most when the same partner answers the phones. Agents can see what's happened to a request, and the back-office team can see why the customer called. A fix found on a call reaches the procedure that caused it, and nobody argues about which vendor dropped the request.
CXBPO covers training, background checks and quality across every program. Utilities can pair it with regulated utility customer care, public programs with public-sector customer care, and healthcare providers with the patient contact center. When a date like a rate change or an enrollment window will flood both queues at once, surge staffing plans the ramp.
Delivery stays your call: onshore, nearshore, offshore, work at home or a mix, written into your contract.
What you see
Reports show volume received and worked by queue, aging against your turnaround targets, accuracy scores by person and by error type, items sent back to you as exceptions and which steps run on approved automation. The number worth watching is aging: a queue that's getting older is a phone spike you haven't had yet.
General information, current as of November 2026. It isn't legal advice. Rules change and differ by state, so check the sources linked here and talk to your own counsel before you act on it.
The company behind the work
Questions buyers ask
What is back office outsourcing?
Back office outsourcing is handing the work behind customer contacts, such as account changes, service orders, document checks and written replies, to an outside team that works on your systems and your rules.
Which back office services can be outsourced?
Account maintenance, service orders, verification and document review, incoming mail and forms, email and chat queues, and one-time backlogs are the usual candidates. Decisions a regulator or your licensed staff must make stay in-house.
What's the difference between back office outsourcing and back-office processing?
None, in practice. Back-office processing is the work itself, and back office outsourcing means an outside team does it.
What is back-office processing?
Back-office processing is the non-phone work that keeps customer accounts correct, such as account changes, service orders, document checks and written replies, done on your systems and your rules.
What back office work can a utility outsource to a BPO?
Move-in and move-out orders, start, stop and transfer of service, address and name changes, payment-arrangement and hardship paperwork, returned mail, and email and chat replies. Decisions your tariff or your commission reserves to your own staff stay with them.
How do you measure quality on outsourced back office processing?
A quality team samples each person's transactions and scores them against your scorecard, on the same ratios used for calls. You get the scores, the error trends and the aging report together.
Can our contact center vendor also run our back office queues?
Yes. CXBPO can staff both, and the payoff is shared context: agents see what happened to a request, and back-office staff see why the customer called.
Do you work in our systems or yours?
Yours, in most setups. Staff work in your billing, CRM or document systems with the access you grant, so the record stays where your auditors expect it.
Can you clear a one-time backlog?
Yes. A backlog project gets its own procedures, a staffing plan with a target date and a weekly aging report until the queue is back to normal.
Find the backlog before it finds your customers
Bring the date when your phones and your work queues will peak together. The CX Surge Readiness Review covers both sides, and the written readout shows where the backlog would start.
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub or make a payment.
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