Data collection, interpretation and analysis

Data collection, interpretation and analysis

In most cases Ventrica acts as the first point of contact a customer has with an organisation and because of this we are uniquely placed to provide valuable feedback and information driven by customer behaviours, sentiment, purchasing habits and a raft of other metrics.

For example intelligent collection, interpretation and analysis of data allows us to provide our ecommerce clients with highly valuable product sales information broken down into a vast array of combinations. This type of analysis helps our clients to cross-sell more by identifying product associations to better understand which combination of products customers are most likely to buy. Through this analysis and based on historical purchasing behaviour we can undertake propensity modelling that can help predict future purchasing habits thus allowing you to become more focused on profitable customers.

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Implementation to improve

Our service encompasses more than just managing BAU on behalf of our clients and we consistently challenge our existing operational methodologies with a view to implementing more cost-efficient solutions that will improve the customer experience and drive more sales.

Our Service Delivery Managers are tasked with ‘getting under the skin’ of our clients’ businesses. Through an in-depth knowledge of our clients’ business, it allows us to implement improvement initiatives that are designed to reduce costs, increase sales and consistently improve the customer experience. These type of initiatives include reducing unnecessary contacts into the business through recommendations designed to improve self-serve measures, such as:

Signposting

Better website signposting

IVR

Intelligent IVR to provide more information to the customer before being passed through to a live Advisor

CSAT

Implementation of CSAT measures to gauge customer feedback and sentiment

Social Customer Sentiment

Measurement of social customer sentiment

Dialing Strategies

Clever dialling strategies to ensure on outbound campaigns we are maximising client contact through intelligent use of data

Direct Commerce: Partnership of the Year Awards 2015 European Contact Centre & Customer Service Awards - ICMR (2015) Finalist for Best Team Manager - UK Nationals (2016) Gold Winner for Best Resource Planning Manager - UK Nationals (2018) Bronze Winner for Contact Centre Support Team of the Year - UK Nationals (2018) Highly Commended in European Contact Centre & Customer Service Awards (2017) Gold Winner in European Contact Centre & Customer Service Awards (2017) Silver Winner in European Contact Centre & Customer Service Awards (2015) UKCCF Awards 2018 The Sunday Times Fast Track Top 100 UK Firms 2018 Outsourcing Partnership of the Year – London & South East 2017 Advisor of the Year – London & South East 2017 Best Outsourced Partnership – London & South East 2016 Contact Centre of the Year – London & South East 2016
ISO 27001
ISO 27001
ISO 27001
ISO 27001
ISO 27001
ISO 27001
ISO 27001

Ventrica is extremely proud to be recognised by our industry

See all our awards and accreditations

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