How Data Analytics Is Transforming The BPO Industry?
The phrase outsourcing first appeared in our lexicons in 1981. After two decades, India, China, and the Philippines experienced a BPO boom, with call centers cropping up on every street corner. Now, in 2022, the sector is entering an era of analytics, aiming to harness their vast amounts of data in order to increase profitability, efficiency, and customer satisfaction. This article delves into the specifics of what this data analytics solutions is, the issues it presents, and the important business areas that might benefit from analytics. We also discuss our experiences developing these tools and how they have benefited our BPO clients. The Ocean of Information BPO agents' interactions with consumers generate massive amounts of organized and unstructured (text, audio) data. On the one hand, there's call data, which tracks things like the number of incoming calls, the time it takes to resolve issues, service levels, and the ratio of handled to abandoned calls. Customer data, on...