Call Centres and the ‘Big Data’ Revolution

Wednesday, October 8th, 2014

So what is “Big Data” and why does it matter to your business? Well, Wikipedia defines “Big Data” as “an all-encompassing term for any collection of data sets that are so large and complex that it becomes difficult to process them using traditional data processing applications.”

Putting any “Big Data” that you might gather to work in your company is likely to bring its own set of unique challenges in the areas of data capture, and in areas such as analysis, storage and privacy.

Don’t Fall Behind with “Big Data”!

Results from a recent survey carried out by Teradata Corporation aimed to show how some companies are gathering and analysing data from social media channels, video, audio files and blogs. And it proved conclusively that businesses in the United Kingdom are trailing behind their European neighbours when it comes to gathering insights from these “Big Data” sources.
That said, it is fair to say that capturing “Big Data” on a large scale is not a project to enter into lightly as there can be some hefty costs involved in terms of storage and processing power.

So is there a middle ground?

Most business owners would probably agree that having access to more targeted, relevant customer focussed data is likely to be beneficial provided it is then used to drive positive change, or perhaps enhance profitability.

For example, by combining specially developed inbound call surveys with existing customer facing data, your business may be able to gain new insights into your customers overall experience and then use this new data to make improvements as and when required.
Why not call mplContact today on 0121 362 7001 (or on freephone 0800 018 6009) to get started.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society