The actions, functions, and tasks involved in sales that require direct contact with customers are grouped under the term “front office.” This area encompasses not only sales activities but also other roles that interact directly with customers, such as delivery drivers, customer support agents, and after-sales service managers. Front office employees are generally considered to be on the front line and responsible for the image conveyed by a brand or company.

In contrast, the back office includes a set of administrative or logistical tasks related to sales, such as VAT management, inventory updates, delivery logistics, financial transactions, and so on. It also includes website management activities, such as audience analysis and technical updates, which take place behind the scenes without direct customer interaction. These terms, “front office” and “back office,” are particularly common in the banking sector.

In the banking sector, the front office includes receptionists, branch advisors, and remote advisors who are in direct contact with customers. In contrast, the back office comprises employees working behind the scenes, such as technicians operating from the company headquarters.