Call center business intelligence

Partner with CCD Business Intelligence to receive a fully-fledged Analytics and Workforce Optimization function to drive optimal staffing and customer care, without the setup costs and operational burdens. All while scaling up and down to meet your program’s needs.

Words from CCD BI Customers

“CCD Operates as an extension of our business, which ultimately exceeded our expectations by helping our internal Customer Service team to deliver a premium user experience in the areas of customer satisfaction and quality. CCD's management focus on data-driven continuous improvements and quality, enabled our growth as we scaled into new geographies.”

Chief Operating Officer Meal Kit Delivery Company

“Their business intelligence is the biggest driver to making sure our profit margin is staying where it should be. Their business analytics is really focused on process optimization and helping their operational teams identify what we can do to improve.”

Top 3 radiology practice in the U.S. CCD Health customer

“CCD has the infrastructure, the experience, and the business intelligence we needed. Their business intelligence department provided all of the customer and staffing data I could ever want. And if I didn’t know how to find it, they’d perform analysis and deliver the insights I needed.”

CCD Omni customer Meal Kit Delivery Company

“I ran an in-house team of 15 agents, and as my team grew, I needed to hire more customer success managers. Depending on seasonality and demand, I’d have to scale up, but then I’d have to let them go as operations and demand shifted. CCD helps me balance my workforce and cut out the constant hiring and firing process.”

CCD Omni customer Head of Customer Experience

“CCD’s Business Intelligence is probably one of the best things they’ve done. They’re good at keeping everyone aligned with KPIs and show us optimized staffing models so we can make sure we're all agreeing on staffing models to make sure our profit margin is staying where it should be. “

CCD Health customer

Understand and improve your Customer Experience (CX)

Optimize your workforce and resources with advanced analytics and business intelligence. All to reduce customer churn, increase referrals, and drive revenue with award-winning nearshore business intelligence.

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Quality assurance

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Data Mining

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Descriptive and Predictive Analytics

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Workforce Management

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Customer Success Management

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Interactions Analytics

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Overflow management

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Volume forecasting

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Scheduling optimization

Why CCD Business Intelligence?

Monitor and improve quality control

 

Track critical CX KPIs like NPS, CSAT, and more to understand where you’re strong and where you can improve. Gain access to comprehensive call and activity data to optimize customer satisfaction and improve your bottom line.

Promote compliance and security

 

Ensure that your privacy and compliance requirements are upheld with a 100% HIPAA-certified and PCI-certified call center. All to ensure your customer data is safe and secure across every touchpoint.

Optimize your workforce and resources

 

Help your customer support teams do more with less. With advanced forecasting, scheduling optimization and real-time management of your agents, you can focus on reducing missed revenue and boost the efficiency of your workforce.

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Interested in CCD Business Intelligence?