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

Why Choose iContact

It’s no wonder Business Process Outsourcing is a growing business trend. By employing a BPO service provider to take care of non-core business processes, an organisation is able to focus on their core competencies and goals.

iContact is a specialised BPO operation based in South Africa that can offer highly tailored services to businesses anywhere in the world.

We are a large-scale, owner-run operation that can provide specialised agents with specific skill sets. We train and coach our agents to meet your stringent requirements. Our service offering is backed by our bespoke software system and the latest technology.

iContact provides customer care, technical support, customer acquisition, analytics, and a range of other BPO/S services.

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