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Go4customer Blog

Insights into the Analytics of BPO Industry


Data analytics mainly refers to analyzing information by using quantitative and qualitative methods and practices. It is used for enhancing business performance and revenues. By using this technique, information is extracted and classified to identify as well as analyze the behavioral patterns of the customers. It is the way by which a company is able to examine the raw data with the objective of drawing outcomes about the relevant information.

This method is mainly popular among business to customer (B2C) companies; wherein global firms collect as well as evaluate information associated with their clients, business processes, and market economics. A business process outsourcing unit employees skilled resources and professionals to categorize, store, and analyze this information. They further help companies to present the purchasing patterns and trends of a user in a report format.

Segmentation of Descriptive Analytical Techniques

In this dynamic business environment, call centers use various data mining methodologies to understand the limitations and strengths of the customers. The technique further helps them in optimally allocating their resources. In the recent times, various industry trends have led to the offshoring of data analytics. One of the major reasons is that enterprises are increasingly becoming comfortable with outsourcing. Sub-contracting their non-core activities enable them to focus on their core business functions. Another motivation is that by leveraging the service provider`s resources they can improve their operations and develop innovative products/services to serve their customers in a better way.

Let`s take a glance at how outsourcing analytical work can help business in improving their productivity.

Streamline Operations: BPO service providers can help companies in identifying errors within their transactions. Through this, companies can leverage their operational expertise, which in turn, facilitates them to not only segment their data but also identify major errors within the system. By carefully addressing this fallout, organizations can fix these errors and make necessary changes in their up-stream data entry methods.

Automate Business Process: A third party service provider facilitates business to continuously optimize the process response in real time. The vendor eliminates the manual task within a company and systematically adjusts data trends and concurrently direct actions to improve the process. This further reduces a company’s administrative costs by nearly 20%.

Tracking Customer Behavior Pattern: This is another way by which BPO units help their clients in digging deeper into their value chain. Attracting customers and understanding their buying patterns are the major challenges faced by a firm. Through data analytics, companies can analyze this pattern and build strategies to predict consumer response, and accordingly handle customer interactions in a more effective way.

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