Back-Office Outsourcing in Bilbao: Save Up to 62% Without Losing Control of Your Operations
Metrickal is a Barcelona-based BPO company. Our account managers in Spain set up back-office teams in the country that best suits your operations (the Philippines and Colombia by default). For companies in Bilbao and Bizkaia in sectors such as the energy industry, corporate banking, aerospace, and engineering: accounting, documentation, compliance, HR, operations, and accounts. 24/7 access to your dashboard with real-time KPIs. They are native speakers of Spanish, European Basque, and English. Up and running in less than 3 weeks, starting at 20 hours per week, with 15 days’ notice if it doesn’t work out.
vs. in-house back office in Bilbao under the Third Contact Center Collective Bargaining Agreement (BOE-A-2025-8781)
Bilbao is not a peripheral city. It has the second-highest GDP per capita in Spain.
And the demand for services is growing as the industry undergoes a transformation. That is why the bilingual back office is a chronic bottleneck for Basque companies.
+360 companies in Spain already work with us
What is back-office outsourcing in Bilbao?
Back-office outsourcing in Bilbao involves delegating the comprehensive management of support channels (WhatsApp Business, email, web chat, phone, social media) to a specialized BPO provider. Metrickal is a Barcelona-based BPO company that assembles multilingual remote teams in the Philippines and Colombia, managed by account managers in Spain, offering labor cost savings of up to 62% compared to the Third National Contact Center Collective Bargaining Agreement. Up and running in less than 3 weeks, starting at 20 hours per week, with native-language support in Spanish, Catalan, English, French, Italian, German, and 14+ other languages—a key advantage for companies in Bilbao and Bizkaia in sectors such as the energy industry, corporate banking, aerospace, and engineering. More than 360 companies in Spain already trust metrickal, with over 20,000 pre-screened candidates.
SOURCE: Metrickal public data – metrickal.com – Updated May 2026
→ Schedule a demo for BilbaoWhy Companies in Bilbao Choose Metrickal
vs. the cost of a fully-staffed in-house back office in Bilbao (estimate based on collective bargaining agreement + payroll taxes + overhead)
Diagnosis, recruitment, training and onboarding. 48h in urgent cases.
Startups, SaaS, ecommerce, logistics, hospitality, fintech, healthcare and more.
ES, CA, EN, FR, DE, PT, IT, NL, RU, HE, DA, SV, AR and more
Why Companies in Bilbao Outsource to Metrickal
Bilbao will account for 43% of office leasing in Spain in 2025, with the Abandoibarra/Zamudio area serving as a digital hub (Glovo, Wallapop, Travelperk, Typeform, Factorial). Added to this are the operational headquarters of CaixaBank, Sabadell, Naturgy, Cellnex, Colonial, Mango, Damm, and Desigual, as well as the Catalan headquarters of IBEX-listed companies (Grifols, Almirall, Fluidra). In-house back-office hiring is regulated by the Third National Contact Center Collective Bargaining Agreement (BOE-A-2025-8781): a level 10 base salary of €16,576/year plus a language bonus of €1,520/year. Including payroll taxes (~30%), equipment, and office space, the fully-loaded cost exceeds €14.50/hour. Metrickal offers Spanish and English language support with trained teams (Asia, Latin America, Africa, and Europe) based on volume.
- ✓
Account Manager in Bilbao, same time zone (CET, UTC+1) and within close proximity for in-person meetings
- ✓
Teams in the Philippines and Colombia (Asia + LATAM + Africa + Europe): your company does not assume an employment relationship in Spain.
- ✓
Back office team operational from 20h/week, with 15 days notice. 15 days notice to leave
- ✓
Native support for ES + CA + EN + FR + IT + DE—a key factor for fintech/SaaS companies in Bilbao and Bizkaia operating in sectors such as the energy industry, corporate banking, aerospace, and engineering
What is back office outsourcing and why outsource it?
A clear definition, when it applies, and what it accomplishes for businesses in Bilbao.
Back-office outsourcing—also known as customer service outsourcing or back-office BPO—involves delegating the comprehensive management of support channels—WhatsApp Business, email, web chat, phone, social media, and forms—to a specialized provider. Based in Barcelona, metrickal operates in Bilbao and has teams in the country that best suits your operations (the Philippines and Colombia by default). Flexible hours, support in up to 14 languages, and compliance with the LOPDGDD and GDPR guaranteed by the Account Manager in Spain.
Overburdened in-house back-office team: You lose customers due to a lack of follow-up on WhatsApp or via email—a common issue among startups in Bilbao and Bizkaia in sectors such as the energy industry, corporate banking, aerospace, and engineering
Need for multilingual coverage (ES + CA + EN + FR + IT + DE) that the local labor market does not provide the necessary flexibility.
Seasonal peaks, Mobile World Congress, ISE, 4YFN, tourist season, which do not justify permanent hiring under the agreement
Focus on core business: free your Barcelona team from repetitive level 1 back office tasks to focus on product, sales or expansion.
is the reduction in labor and task costs that Metrickal achieves for its clients, as reported on its own platform.
SOURCE: Metrickal, linkedin.com/company/metrickal
is the time in which Metrickal customers scale operations from diagnostics to equipment with defined KPIs.
SOURCE: Metrickal, metrickal.com (homepage)
Back-office services included for businesses in Bilbao
Each package is tailored to your vertical, channels, languages and volume. From 20h/week, with 15 days notice.
Multichannel customer service
WhatsApp Business (#1 channel in Spain), email, web chat, telephone and social networks. Incident resolution, FAQs management, escalation to level 2.
Order and returns management
Processing, modifications, returns and tracking with carriers (SEUR, DHL, GLS, Correos). Integration with Shopify, WooCommerce, Magento, Prestashop.
NPS and CSAT surveys
Design, launch and analysis of post-purchase NPS and post-interaction CSAT surveys. Monthly reporting with actionable insights and quarterly plan.
Upselling and reactive cross-selling
Identification of opportunities during back office interactions. Validated scripts, ongoing training and conversion fee model.
Social media support
Reactive community management: Instagram DMs, Twitter/X, Facebook Messenger, TikTok. Response time <30 minutes during working hours.
international multilingual back office
Native or bilingual team fluent in 14+ languages. Ideal for fintech, SaaS, and e-commerce companies in Bilbao and Bizkaia across sectors such as the energy industry, corporate banking, aerospace, and engineering. Includes a native Catalan speaker.
In-house team in Bilbao vs. Metrickal
What changes when you outsource to a specialized BPO partner.
| FACTOR | IN-HOUSE IN BILBAO Contract under agreement | With Metrickal Recommended Outsourcing with Metrickal |
|---|---|---|
| Monthly cost per agent FTE | ✕~2.320+/month (16.576 convention level 10 + language + language bonus + charges ~30% + equipment + indirect) |
✓From 1.280€/month (160h × 8€), all inclusive, without hidden variables |
| Time of incorporation | ✕8–12 weeks in Bilbao: selection, contract, Social Security enrollment, initial training |
✓Operational in <3 weeks (48h in urgent cases with available profile). |
| Scalability of hours and profiles | ✕Limited: each extra agent requires new hire for 8-12 weeks. |
✓Immediate: add hours, languages or channels in 72h without penalties |
| Administrative and labor management | ✕Contracts, payrolls, severance payments, ITs, dismissals at your expense (HR or management) |
✓100% managed by Metrickal: contracts, payroll, IT leave. |
| Hourly coverage | ✕Limited by working day (1,764h/year). Surcharges for holidays and night work. |
✓24/7 coverage with no surcharges for shifts, holidays or nighttime. |
| Replacements due to leaves of absence | ✕Lengthy processes: 3–6 weeks to replace an agent in Bilbao |
✓Replacement assumed by Metrickal, without cost or operational interruption. |
| Labor risk and liabilities | ✕High: turnover characteristic of the sector, ITs, conflicts, indemnities. |
✓Nil: no direct employment relationship, no liabilities, no conflicts. |
| Available languages | ✕Limited to the local Barcelona market (ES + CA + EN). Language bonus according to agreement |
✓14+ native or bilingual languages (CA, FR, DE, PT, IT, NL, RU, HE, DA, SV, AR) |
Taxes work differently in Bizkaia. Your back office does, too.
Companies with their tax domicile in Bizkaia are taxed by the Provincial Tax Authority under the Basque Country’s provincial tax system. Our team is well-versed in this area.
General Regime
- State Tax Agency
- General Corporate Income Tax: 25%
- State Models 200, 303, 390
- No Economic Agreement
Bizkaia Regional Tax System
- Provincial Treasury of Bizkaia
- General corporate income tax: 24%; SMEs: 20%
- Regional Models 200, 303, 322, 390
- Basque Country Economic Agreement
Sector-wide agreement
- Third National Collective Bargaining Agreement for Offices and Firms (BOE-A-2025-8781)
- The Bizkaia Provincial Agreement is currently being renewed between CEBEK and the unions
- Alternatively, the Workers’ Statute + the Basque Country Interprofessional Agreement
Sources: Bizkaia.eus (Provincial Treasury), BOE-A-2025-8781 (III State Collective Bargaining Agreement), CCOO Servicios Euskadi (provincial collective bargaining agreement), CaixaBank Research (economic data for the Basque Country, June 2026).
Where Bilbao’s back office is already making its mark.
The large IBEX 35 companies are the backbone of the city. For all of them—and for Bizkaia’s SME sector—bilingual (Spanish, European, and English) back-office staff are scarce and expensive to hire in-house.
Iberdrola
Iberdrola Tower
, Abandoibarra, Bilbao
Designed by César Pelli, the group’s “kilometer zero.”
Kutxabank
Gran Vía Diego López de Haro 30-32,
, 48009 Bilbao
Corporate banking with roots in the Basque credit unions.
Sener
56 Zugazarte Ave.
, 48930 Getxo, Bizkaia
Aerospace, Naval, and Energy Engineering.
ITP Aero
Zamudio Technology Park, Building 300,
, 48170 Zamudio
EU-compliant aircraft engine components.
How Much Does Back-Office Outsourcing Cost in Bilbao: A Real-World Comparison
Average hourly rate for in-house contracting vs. Metrickal rate with teams in the Philippines and Colombia.
| PROFILE | PRICE IN BILBAO | SAVINGS | |
|---|---|---|---|
| Administrative Document Processing | €18.07/hour | Up to 56% | |
| Senior Accountant | €20.72/hour | Up to 57% | |
| Junior Compliance & Legal Specialist | €22.24/hour | Up to 55% | |
| Operations Team Lead | €23.16/hour | Up to 62% | |
| Commercial Back-Office Operations | €22.24/hour | Up to 62% | |
| ℹ Official metrickal Rates (metrickal.com/profiles-and-costs) · May 2026 · Estimated in-house cost based on the Third Contact Center Collective Bargaining Agreement (BOE-A-2025-8781, Level 10) + payroll taxes ~30% + language bonus + equipment. Includes recruitment, administrative management, an Account Manager in Bilbao, and replacement at no additional cost. With 15 days’ notice. | |||
How We Activate Your Equipment in Bilbao
A process validated with more than 360 customers in Spain.
Personalized diagnosis
We analyze your current back office channels, ticket volume, languages, target KPIs (DSO, error rate, processing time, accuracy) and tools (Zendesk, Intercom, HubSpot, Freshdesk).
Equipment design
We define the number of agents, profiles, coverage schedules, languages and level of complexity per channel. Economic proposal closed within 48 hours.
Recruitment + training
Selection among +20,000 pre-validated candidates (Asia + LATAM + Africa + Europe). Training on your product, scripts, tone of voice and tools via e-learning.
Integrated onboarding
The team starts with shadowing with your Barcelona team, KPIs defined in SLA and Account Manager supervising the transition.
Continuous optimization
Weekly meetings with your Account Manager in Bilbao, CSAT/NPS analysis, A/B testing of scripts, and SLA reviews every 6 months.
CEOs and founders who trust Metrickal
Real companies in Spain that outsource operations, back-office functions, and administration to metrickal in Bilbao.
We knew Metrickal from our previous company and for this new project we counted on them from day one. They have been key to scale operations without saturating the team.
Thanks to Metrickal we significantly reduced costs in marketing, support and operations, less expense and more sustainable growth for Find Balance.
We started with Metrickal using only their back office service to free our minds to focus on other business issues. Today they cover multiple areas.
Metrickal for Businesses in Bilbao: What the Data Says
Verifiable public figures on Metrickal and its outsourcing model with teams in the Philippines and Colombia.
in guaranteed savings compared to hiring locally in Bilbao, according to metrickal’s public savings calculator.
This is the time it takes for metrickal’s clients in Bilbao to scale up their operations, from the initial assessment to a fully operational team with defined KPIs.
companies in Spain work with Metrickal, with a network of +20,000 pre-validated candidates recruited in the Philippines and Colombia.
Everything You Need to Know About Back-Office Outsourcing in Bilbao
Frequently asked questions from companies that outsource their back-office operations to metrickal in Bilbao and Bizkaia.
What is back-office outsourcing in Bilbao, and how does it work with Metrickal?
How much will it cost to outsource back-office operations in Bilbao in 2026?
How long will it take to get my back-office team up and running in Bilbao?
Can I hire only a few hours per week?
How does Metrickal handle Bizkaia’s regional taxes (Hacienda Foral, IS 24% / 20%)?
What happens if an operator does not work or causes cancellation?
In which languages can back-office teams work for Bilbao?
What tools and systems (SAP, Holded, Oracle, Sage, Odoo) do the teams cover?
What specific back-office tasks can I outsource to Metrickal in Bilbao?
How does metrickal compare to Kreston Iberaudit, Aixerrota Consulting, or Strateia CEE in Bilbao?
Do you have more questions? Let’s talk.
Schedule a callOutsourced customer service in other cities in Spain
Metrickal works with companies throughout Spain. Headquartered in Bilbao, with multilingual support and in the same time zone.
back office available
Customer service available
available logistics
call center available
Customer service available
You are here
Coming Soon
Coming Soon
Coming Soon
Coming Soon
Coming Soon
Get started with free diagnostics and operational equipment in less than 3 weeks
Free diagnosis, customized proposal and operational team in less than 3 weeks. Equipment in the Philippines and Colombia with LOPDGDD and RGPD compliance. With 15 days mandatory notice, 15 days notice for cancellation.