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How Do Analytics Factor into Acquiring & Retaining Customers? - Alorica - ContactCenterWorld.com Blog

How Do Analytics Factor into Acquiring & Retaining Customers?

The Importance of Acquisition and Retention

Let’s start with a couple facts. It’s been shown that:

  • A 5% increase in customer retention can boost profits by 25%
  • Brand promoters are worth 3x more than passive customers, and 7x more than detractors
  • Companies with greater retention rates account for 75% of that additional value, and encouraging a passive customer to become a promoter is roughly 3x more valuable than convincing a detractor to become passive

The truth is, many companies have difficulty acquiring and retaining customers. So what’s the solution? How can you keep your business in motion and on an upward trend by not only bringing on new customers, but maintaining the customer relationships you already possess?


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Content continues ….

Simple. Analytics.

It’s Good to Get Analytical.
Analytics are critical for maintaining and growing your customer base because they play a large role in making those customers feel cared for. Analytics allow you to reach the right customers at the right time, increase your propensity to connect, convert and ensure customers are more likely to stay in contact with your brand. In addition, analytics let companies personalize the customer experience, reducing the need for mass sales pitches or blanket selling.

Our extensive analytical capabilities track (among other metrics) time of day, lead demographics and scoring, bucket reports (funneling customers to help drive conversion) and number of call attempts. And yet, analytics are practically useless unless you can truly put them to work.

Actionable Analytics: Why Analysis Matters
The sad truth is that analytics are often only reported, and not analyzed. This leads to lowered effectiveness for the company as well as decreased revenue opportunities, as potential sales are lost by continuing to mass-sell (versus targeting preferred demographics).

But it doesn’t have to be that way. Data enables companies to build warm lead lists, predict propensity to connect and increase first-attempt connects, all of which can help increase your sales results as much as 20-25%.

The Bottom Line
Access to analytics is important, but analyzing the analytics – putting the data to work for you – that’s where the difference is made. It’s all about predictive models that leverage diverse sources of data such as text, survey responses, and customer profiles. Our Center of Analytical Excellence has access to data from over 300 million households, which, when coupled with Alorica’s 30 years of experience, allows us to fully analyze and interpret information – and not just merely spit out numbers.

That’s how you gain customers. That’s how you keep customers. Simply put, that’s what grows your company. And growing your company is what Alorica is all about.

Source: http://www.alorica.com/how-do-analytics-factor-into-acquiring-retaining-customers/

Publish Date: May 25, 2016 5:00 AM


2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 



View more from Alorica

Recent Blog Posts:
Taking a Bite Out of Churn, One Customer at a TimeJuly 14, 2016 5:00 AM
How Do Analytics Factor into Acquiring & Retaining Customers?May 25, 2016 5:00 AM
Creating Long-term Outsourcing Partnerships: 3 Important ElementsMay 18, 2016 5:00 AM
Revenue Generation, Meet Dialer ManagerMay 18, 2016 5:00 AM
Outsourcing: The Cure for What Ails Your CompanyMay 11, 2016 5:00 AM
Simple Ways to Improve the Patient Experience – Are You Leaving Opportunity on the Table?April 12, 2016 5:00 AM
Aligning Your Quality Program and Customer Experience: 3 Design EssentialsFebruary 15, 2016 5:00 AM
Strategic Onboarding: Are you making these common mistakes?February 5, 2016 5:00 AM
Alorica Wins Big at 2015 North American Frost & Sullivan EventJanuary 20, 2016 5:00 AM
4 tips to strengthen IT customer service responseDecember 3, 2015 5:00 AM

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