Predictive Analytics

Optimize Efficacy of Other Sutherland Services and Enhance the Customer Experience

The Predictive Analytics practice optimizes both the results of complementary services and the depth and quality of the customer experience. Moving beyond traditional BPO, the practice deploys statistical tools and unique call center methodologies, in a solution we call Smart.BPO™.

Optimizing Contact Center Processes

Sutherland’s Predictive Analytics practice is uniquely expert at making predictive models highly actionable in contact centers. The combination of predictive analytics and the expertise to convert the analysis into better customer interactions powers our total solution for maximum results and customer service.

In a typical inbound application, the predictive analytics engine is a background process that dynamically evaluates all known customer information, including account purchase history, past service calls, expressed customer interests, and appended demographic or firmographic data. The engine then presents the agent with customized recommendations to cross-sell or upsell in order to optimize which product is offered and maximize the expected value of the transaction. The agent could be presented with a score for overall probability of success (to prioritize how much time should be spent), as well as recommended sales, renewal or save strategies to try during the call. For outbound processes, predictive analytics applications include list scoring for outbound lead-generation campaigns, lead scoring to prioritize leads for follow-up, or best strategies for converting from free trials to paid subscriptions or renewing warranties.

Both existing and prospective Sutherland clients benefit by converting business processes into Smart.BPO™.