The OverDrive team realizes that every client has unique goals and operating environments. Our developers design tools that are fully compatible with today’s social media and industry standard internet marketing venues to provide customers with comprehensive data points that can help drive more effective customer care solutions.
With each customer or potential customer interaction there is an opportunity to collect valuable marketing data. This fact is not lost on those organizations providing or servicing products and services through calling groups.
Data collected from contact center transactions can represent a wealth of knowledge about consumer behavior, target market demographics, industry trends, and customer opinions. Knowing the importance of contact center management in developing and maintaining customer relationships, many companies outsource contact center functions to expert companies like OverDrive. Overdrive handles these transactions professionally, collecting data seamlessly, leveraging CRM software and tools, and conducting business analysis on the data. Business analysis professionals like those on the OverDrive team, assist you by converting the data into meaningful information you can use in your decision-making and planning.
Market Research Survey Creation & Analysis
Research analysts on the team carefully generate surveys intended to solicit substantive data and feedback. These experts are also skilled in interpreting the survey results.
Six sigma process analysts create blueprints of service activities encountered by customers in order to project a general picture of how the typical customer perceives the company.
Before implementing any solutions, our systems analysts conduct comprehensive return on investment computations for all known scenarios ensuring that companies utilize their budgets in the most efficient manner possible as concerns customer relationship management efforts.
Business Process Change Management
The experts in our business analytics contact center services group provide cradle to grave consulting functions that help organizations like yours implement improved solutions quickly and efficiently. As a result, the organization realizes measurable improvements in customer retention.
We also work in the following areas:
Customer satisfaction studies
Employee satisfaction studies & assessment
Pre & post product launch market analysis
Analyzing new market potential
Analyzing new product prospects
Product tracking and customer interest analysis
Consumer purchase behavior analysis
The business systems analysts possess time-tested domain expertise in:
Our Family Matters
The business analytics team consists of international experts in business software development, statistics, lean process management, and market research.
This experienced team systematically examines every aspect of the customer’s contact center experience, determines areas of high value to your company and proposes solutions targeted at providing you with choices that will drive greater ROI and profitability. The recommendations made by OverDrive can help drive a better customer experience overall which translates into measurable improvements in customer loyalty and often additional revenue.