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Go4customer Blog

Data Analytics in BPO: Unlocking Customer Behavior


BPO industry, in the recent years, has heralded an innovative new approach of providing better services to its clients by delivering a less complicated basket of offerings, such as business analytics, IT infrastructure and applications, and business process management (BPM). The service providers are making a shift towards the intellectual capital-oriented models for creating and managing business processes by following automation practice. This enables them in adding value by creating a differential effect in the customer experience.

As the call center services industry is rising-up the value chain ladder, the difference between an IT and business process outsourcing service providers blurs. Today, new-age service vendors make use of data analytics and business intelligence techniques to draw customer insights for attaining   success and profitability.

India - All Set to Become Data Analytics Center

According to industry experts, one of the major impediments faced by the enterprises for effective decision making is the shortage of skilled professionals for analyzing information to gain customer insights. Call center outsourcing service providers can enable organizations to cost- effectively overcome this gap with Business Process Analytics.

India is well-situated to be a worldwide hub for conducting data analytics as the large number of IT engineers are entering into the employment market every year. The nation has always been a nucleus market for IT and software development services owing to its strength in the BPO arena. This, coupled with its global exposure in providing superior quality services using cutting-edge technology, acts as a catalyst to place the country’s name as a vibrant provider of information analytics.

While data/information analytics is not a new concept, its importance has only started growing in the recent years with the rapid advancements in the technology along with the significant requirements of the companies to deluge data to attain business agility, strengthen customer relationships, and undertake market predictions.

India is establishing itself as a powerhouse of data analytics as the nation has a wide base of skilled professionals to efficiently process and utilize a large volume of information. It also enables businesses to achieve:

Operational Efficiency: By leveraging this service, clients can achieve process optimization as the big data generated by them from both transactional and operational perspectives can be effectively processed. This reduces response time, ensures fast query resolution, improves Net Promoter Score, and enhances consumer satisfaction.

Consumer Experience Analytics: The analytics enable businesses to secure end-user trust by employing processes that enhances their experience. It further helps them in conducting better forecasting and rework on their shortcomings to improve top-line and bottom-line performance. 

To conclude, data analytics tool plays a vital role in stepping-up client expectations by effectively analyzing customer data. This helps businesses to improve user satisfaction rate, increasing revenue, and trimming down costs in their operations. At go4customer, we cater to needs of businesses seeking the services of a call center in India.

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