The Power of Analytics and what it can do to your business

Unlocking data can turn your Business into a powerhouse customer experience

The business of BPO used to be all about good quality service and cutting costs. Today that still stands, but the critical differentiator gaining the competitive edge is big data analysis and predictive analytics. BPO companies, in particular, are sitting on gold mines of data, which can be extracted and analysed to provide invaluable insights that assist companies in offering a better, more personalised service.

In fact, the ability for innovative BPO providers to collect, mine and analyse massive volumes of data has completely reshaped BPO-customer relationships. The industry has certainly moved up the value chain, where the focus is now on offering clients key insights into their business. The power of analytics is essentially in its proactive (rather than reactive) approach in handling problems and discovering opportunities. Analytics can also easily empower business leaders to become more insightful decision-makers.

And, as more and more companies begin to rely on predictive analysis, the demand is driving a whole new generation of BPO businesses to emerge – ones that are able to reinforce customer relationships by mapping customer preferences in order to deliver a more personalised service.

Here are the TOP 3 REASONS to outsource your business needs to a high-powered analytics BPO provider:

Improve the Operational Engine & See the Bigger Picture

A company can now go to a single source for high-quality data that is measured and recorded consistently. A quality BPO provider is perfectly placed to analyse the performance of a process end to end, across both client and provider, discovering where inefficiencies and risks exist, then working to drive time and waste out of the process and standardize wherever possible. Embedding analytics within the processes themselves can also help make it easier to look beyond the immediate task or decision and understand the big picture.

Discover Hidden Insights

Analytics can also deliver great value in generating additional insights by tracking data across different parts of an organization. Such a capability can optimize results or help balance competing or contradictory objectives. With the information derived from analytics, BPOs can design targeted programmes by identifying customers who will most profit from particular campaigns and focus on one-to-one customer interactions. It’s vital information that allows you to increase customer acquisition, satisfaction and retention – ultimately leading to more business wins! Plus, insight coupled with foresight makes planning ahead and growing a business that much easier.

Drive Revenue

BPO analytics offers distinctive value in helping companies not only extract, but manage data!

This can be critical for clients to deliver real outcomes – from improving time to market to generating new and future innovations – all increasing the main (as well as subsidiary) revenue streams.

 

Let iContact assist you in unlocking the Power of your Business

www.icontactbpo.co.za

Why Choose iContact

iContact is a leading customer service BPO provider with specialist experience in the banking/financial services, insurance and medical, retail, telcos and hospitality sectors, both domestically and internationally.

We build our solutions around our client’s bespoke needs, delivering a professional service solution premised in our partnership approach to all that we do for our clients.

As part of the Alefbet Holdings Group, a Global Business Services powerhouse which employs 1200 full time employees across its various BPO businesses, we bring a professional and proven pedigree in the sectors we serve.

As a high-performance team, iContact brings cost-effective, quality solutions backed by leading edge technology and human engagements. Our ultimate goal is to deliver the very best in customer experience and first-time query resolution. Our clients can look forward to a proactive and innovative BPO partner in iContact, where exceptional customer service, innovation and perpetual improvement are entrenched philosophies.

iContact’s strategic locations, advanced business intelligence tools, data analytics capabilities, skilled leadership and large, educated skills pool with strong English language proficiency present our customers with an unrivalled value proposition.

For the best in BPO economics, quality and socially responsible supply chains, talk to iContact.

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