OPERATIONS ANALYTICS

Embedding real - time analytics into business operations can significantly improve the impact of customer interactions as well as the efficiency and effectiveness of business processes. EXL taps sophisticated modeling capabilities, text and sentiment mining, and a proprietary methodology to deliver high - impact solutions.

Our ability to identify attrition causes saved one client $1 .5 billion a year. For another, we increased collections by 66 % per hour. We also have solved support - call spikes, identified revenue leakage for logistics companies, and reduced overpaid medical claims.

CAPABILITIES

CUSTOMER SERVICE

  • IVR optimization
  • Call center analytics
  • E - services optimization
  • Capacity planning & amp; management

ACCOUNT MANAGEMENT

  • Resource optimization
  • Customer satisfaction analysis
  • Collections efficiency
  • Collections placement

OPERATIONS

  • Resource planning & amp; optimization
  • Productivity & amp; performance measurement & amp; improvement
  • Identification & amp; management of bottlenecks

CASE STUDIES

How text mining impacted one EXL operations optimization engagement:

  • 8 - 10 % Reduction in repeat calls
  • 12 - 15 % Expense reduction
  • 4 - 5 % Increase in renewal rate
  • 2 - 3 Point increase in NPS

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LEARN MORE

There are six steps companies must take to make embedded analytics a reality.

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How text mining can drive efficiency, improve customer alignment and satisfaction, and empower insurance operations managers with the data to drive decisions.

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A nationally recognized healthcare institution leveraged EXL Analytics to improve the performance of a kidney transplant program and install a framework for ongoing quality control.

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READY TO LOOK DEEPER?
CONTACT OUR ANALYTICS LEADERSHIP TEAM.

Contact

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280 Park Avenue, 38th Floor
New York, NY 10017

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