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Home | Blog | Outbound and Inbound BPO Analytics

Outbound and Inbound BPO Analytics

By M. Edosma

Updated on April 29, 2024

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Why are Outbound and Inbound Call Center Services Analytics so important these days?

Consumers now have more power than ever before. 

With an ever-increasing number of digital touchpoints for engaging with peers, performing research, and making critical purchasing decisions, it’s up to today’s businesses to provide an exceptional level of service across the board.

But how can businesses do these if they don’t even bother reading the numbers provided by their partners? This is where the outbound and inbound BPO analytics comes in.

So in this article, we will discuss the importance of analytics in both Outbound and Inbound Call Center Outsourcing.

What Is Outbound and Inbound BPO Analytics?

Contact center analytics solutions involve investigating numerous contact center metrics such as customer satisfaction, response time, and so on.

These analytics are important in business intelligence software systems since they aid in the discovery of trends, effects, causes, and outcomes of your company’s products or services.

These analytics can be used to handle quality monitoring (QM) operations such as call monitoring and analysis. And also boost the business’s Key Performance Indicators (KPI).

Some of these metrics can also assist you in comprehending the consumer journey from start to finish and across several platforms.

What are the Different Kinds of Call Center Analytics?

Analytics has changed and been refined multiple times over the last few years. It even changed the way BPOs tackle outbound and inbound telemarketing.

Companies utilize call center analytics to evaluate the center’s customer relationship management approaches (CRM). The fundamental goal of this strategy is to have a rapid and responsive manner.

But did you know that there are different call center data analytics you can rely on to optimize your partnership with a BPO? Here are some of them:

  • Speech analytics: In voice-based call center processes, this element is extremely important. Through a conversation, this assists the agents in identifying, understanding, and analyzing the customer’s requirements and insights. This aids them in identifying faults with the product, its operation, the system, or procedural concerns.
  • Text analytics: This is similar to speech analytics, but it entails analyzing the customer’s needs through text or written documents. When combined with social media participation, this is quite beneficial.
  • Cross-channel analytics: Customers from a variety of platforms may contact your contact center. Some people may prefer a chatbot, while others may choose to tweet their problems. Still, others may prefer a more human relationship through phone conversations. Through the use of analytics software, you can perform a complete analysis of all of these platforms and adapt the consumer experience accordingly.
  • Predictive analytics: This is also a crucial consideration. This enables you to evaluate and recognize strategies to communicate effectively with your customers. This aids in the optimization of sales, services, and interactions. It also contributes to a reduction in average call handling time.

Call center companies should expect three types of benefits when these analytics are properly implemented: increased efficiency, increased customer happiness, and a greater sense of client loyalty. Higher revenue is the result of these variables.

5 Benefits of Contact Center Analytics

As the number of customer engagement channels increases, so does contact center volume, making it even more difficult to provide a consistent experience across all customer service touchpoints. 

Poor customer experiences and channel failures can have a significant influence on turnover and, as a result, revenue. 

Therefore it’s vital that your organization connects the dots between channels to optimize business outcomes with the use of a call center data dashboard.

Moreover, here are the benefits of having Outbound and Inbound BPO analytics:

  1. An analysis report can help you drastically improve your customer-facing interactions by increasing overall efficiency and improving complaint response and resolution rates.
  2. The data will provide you with a level of information that will enable you to discover service inefficiencies, empowering you to optimize your procedures, decrease costs, improve service, and increase employee motivation as a direct result of your efforts.
  3. You’ll be able to recognize patterns and deal with any potential problems as they arise, preventing them from becoming more costly and time-consuming difficulties.
  4. Effective analytics enables businesses to determine which of their contact channels their customers prefer. You can see if your customers are using your call center, social media page, or chatbot. This allows you to see which channels are lagging and require more attention. You can also apply the effective tactics utilized in preferred contact platforms to other platforms, enhancing the contact center system as a whole.
  5. It’s simple to examine, absorb, analyze, and share important data, which saves time and facilitates cross-departmental collaboration. Furthermore, because contact center technology is totally adaptable, you can tailor your KPI dashboards to your individual needs or tastes, making your data-driven insights even more consumable.

Why Does Data Matter?

What do you consider your company’s most valuable asset? Is it the products and services you provide? How much money do you make? Or who’s on your team? 

All of these items are incredibly valuable and necessary. But the correct answer is data. It is the most valuable — albeit undervalued — asset in today’s economy.

All of the knowledge and information that is relevant to your business is built on data. It gives you the knowledge and wisdom you need to make the best decisions and take the best actions. 

You must have a full awareness of the importance of data management and handling in order to get the most out of your data.

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Top Outbound and Inbound Call Center Solutions in the Philippines

Magellan Solutions is the leading SME-focused BPO among all outsourcing companies in the Philippines.

With over 18 years of industry experience, we offer high-quality customer service support and call center services. On top of that, we are a certified ISO 27001:2013 and HIPAA-compliant company.

At Magellan Solutions, we combine technology such as ACD, CRM, and IVR with agent skills. We make sure that our agents have all the necessary tools, equipment, and knowledge to serve customers. 

We believe that progress shouldn’t break the bank, so our services remain flexible and competitive.

Contact us now, and we will discuss with you how we can help your business succeed. Complete the contact form below and talk to us for free!

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      Outbound and Inbound BPO Analytics

      M. Edosma

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