It can be challenging to manage and update data, but it is vital to ongoing operations and business intelligence needs. We have a long track record of organizing and processing high-availability database systems that are vital to operations. We will also collaborate with you to devise personalized database management systems for your ongoing use.

A high volume of documents means that putting information into your system can take up an enormous amount of budget and staff time, time that your personnel could be spending on core business functions. Our services help to reduce requirements for paper storage and streamline operations. For clients, the usual result is cost savings and improved efficiency. From large volume automation to more routine tasks, our agents are skilled in providing you with maximum flexibility so that you can focus on expanding the customer value chain.

Unearthing trends in consumer behavior and product sentiment, finding factors that impact on retention, and gauging the acceptance of new products or services that are introduced. If it can be measured, this team is capturing the data, then combing it for actional insights. Nothing is more powerful than information, but information is only valuable when it is used to gain insights that can govern sound decision-making. Well-executed analytics provide the empirical support for the tactical activities that produce desired strategic outcomes.

When hundreds, even thousands, of transactions flow through a BPO’s contact centers each day, the sum total is enormous. Each transaction contains numerous data points that reveal what customers value, what issues they face, and how they view the brand. And when coupled with post-contact surveys, there is a combination of both qualitative and quantitative information. Metrics can be tracked in real-time, one-to-one conversations with consumers provide ground-floor feedback, and analyzing the total of those interactions can help to spot trends and get ahead of potential issues. We go beyond just compiling data; our teams sift through it for actionable insights that can be shared with clients.

Data are divided into two categories: unstructured and structured. The latter involves questions like which agent was involved, when did the interaction occur, how long did it last, etc. Those questions apply across all communication channels. The former – unstructured data – is comprised of the specifics of the interaction, such as tone, key words utilized, and level of end user satisfaction, among other things.

Data is only valuable when you can make sense of it, and without properly managing it, the result can be confusion. Our proficiency in indexing and filing means we will handle your data with the same care as our own. We make information accessible and impactful by organizing and categorizing your records into an indexed database. At the same time, we work to minimize the storage space that is needed in order to maximize efficiency in searchable storage and archives.

The completion of an order or sale marks the end of one process and the beginning of several others. From order processing to the delivery of goods to managing returns, our agents are skilled at this critical link in the customer experience chain. We offer technology solutions for traditional and online merchants, and are experienced with various order management systems.

Today’s digital environment means that the entire process can be completed without any human contact. Still, it is people who do most of the tasks and it certainly people who are the final recipients of purchased goods. That means tending to this aspect of the customer journey requires the same care and consideration that went into product design and development, marketing and packaging, and sales. The last thing that any organization wants is to complete a sale, only to stumble on the last mile.

Depending on which research company is doing the study and how it defines identity theft vs. fraud detection, annual losses run into the billions of dollars per year. Detectives often say the best way to catch a criminal is to think like one, and our sheepdogs are ever-vigilant in keeping the wolves who would harm you or your customers at bay.

Our experience includes one client in the identity protection services space for whom we specialize in customer retention, and another client who provides virtual private networks. We developed a proprietary firewall for the latter client, giving users access to preferred sites and accounts while also ensuring individual privacy and security.

The biggest challenge is that there are no starting or ending points regarding security; it is an ongoing effort and bad actors are working every day to create new ways of stealing information and money from you and your customers. Nearly half of all organizations have experienced some type of fraud, so having an experienced partner is vital.