Customer Experience Analytics

Sitel Insights - Customer Experience Analytics

Sitel Insights offers comprehensive customer experience analytics solutions. We specialise in selecting, analysing, re-structuring and extracting insights from your data to present a clear, visually compelling story with actionable data points. We also apply industry-specific business process know-how to drive further value for your business.

The capabilities below are offered as a managed service with continuous monitoring and insight delivery in our analytics platform.

Source, Extract & Prepare Data

We optimise the collection of information from all points of customer contact: physical, remote, Web, social networks

Execute Operational Insights

We have a deep understanding of your businesses processes and operations before developing a comprehensive structure of the data collected

Create Visuals & Insights

Our team leverages business intelligence (BI) and visualisation tools to view and present data to facilitate understanding

Build Advanced Analytics Models

We partner with you to implement detailed action plans by overhauling customer experience, optimizing processes, enhancing speech analytics and more

Maximise ROI

We continually monitor these action plans and measurement of ROI to ensure we are a value-add partner to you and your organisation

How we have leveraged customer insights to help shape our client’s business

One of the largest business and financial news companies in the world

  • $40K annual savings in time and cost through automation
  • Customer insights turned around in 24 hours v. seven days
  • Improved customer experience by proactively identifying at-risk customers
  • Business changes drive churn reduction, FCR and call deflection

Featured Data Scientist

“We help clients tap into their data and apply industry-specific business process know-how to generate insights that can drive value to their business. We leverage the knowledge and experience of 80 data science professionals with statistical and process engineering skills – 50 per cent of whom are certified Six Sigma Master Black Belts or Black Belts – to drive business insights.”

Subhendu Mandal
SVP, Sitel Insights

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