OPERATIONS ANALYTICS

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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 & management

ACCOUNT MANAGEMENT

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

OPERATIONS

  • Resource planning & optimization
  • Productivity & performance measurement & improvement
  • Identification & 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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One of the biggest concerns for retail CMOs and marketing managers is how to best allocate their budget across a wide range of marketing activities. By implementing a market mix model, the optimal spend for each marketing vehicle can be identified.

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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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Simplified issue term life insurance allows consumers to sign up for a plan without ever visiting a doctor or going through the full underwriting process. While this makes them an attractive option for customers, they also expose insurers to risks that are significant, but preventable.

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CONTACT OUR ANALYTICS LEADERSHIP TEAM.

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

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