We're handling more than 100 million conversations and interactions every year, which creates a mass of useful data: direct feedback from customers, indirect feedback through social media posts, or inferred data through customer contact patterns. But it’s our expert insight that really makes the difference.
Not only do we mine a diverse range of data sources, we have a range of advanced analytical techniques and software at our fingertips – including speech, real-time social media data and text analytics and data science.
We draw on data from three different perspectives – customer contacts, account information and internal business data. That '3D' picture means we build up a much richer functional picture of your business operations and customer needs and can tailor our operations to meet your needs – for example, to provide information on expenditure, such as the costs of serving a particular group of customers.
Our insight comes from multiple customer touchpoints, channels and platforms interactions. And our specialist software can provide real time analytics from social media to voice channels. We help you use this data to understand customer behaviours, pain points, trends and preferences to create actionable and focused improvements, or strategies that will deliver the most benefit.
We can also use data to improve your back office reporting. Our insight team helped a general insurance client analyse the debt accrued from poor quality case management and reduce it from £50m to under £3m. This resulted in annual savings of £600k.