Turning Data into Meaningful Action
Insightful analytics with a human touch, helping you understand customers, optimize operations, and drive growth.
At VoiceTeam, we believe data is more than just numbers. It’s the key to stronger relationships, smarter strategies, and sustainable success. Our analytics and business intelligence solutions provide actionable insights, guided by human expertise, to help your business thrive.
Customer service data analytics is the reporting a VoiceTeam team produces from the contacts it handles for you. It shows why your customers get in touch, how well each contact was resolved and which problems your company can fix outside the contact center. You receive it monthly, from the first month.
Supervisors score contacts against the quality standard agreed before launch, and the monthly report is built from those scores and the contacts our agents handle for you.
Our customer service outsourcing page covers how the team handling your contacts is staffed and trained.
We transform raw data into meaningful customer stories, helping you anticipate needs, personalize experiences, and foster loyalty.
We help identify patterns and equip your team with data-backed strategies that drive retention and revenue.
From workforce management to service efficiency, we provide data analysis that improves processes and enhances customer satisfaction.
We tailor data visualization and reporting solutions to fit your business needs, so you get the right insights in the right format.
Customer experience insights are the reasons behind your contact volume, ranked by how many contacts each one generates. Every contact your customers make says something about your product or your billing. We report the handful of reasons driving your volume each month, and which of them are growing.
Left alone, that information sits in disposition codes that nobody on your side has time to open. Our report names the reasons your company can fix outside the contact center, such as a confusing bill or a password reset that fails. It then tracks what happened to contact volume after your team fixed one.
Contact reasons are also where a customer experience outsourcing program starts, with our team held to the measures you already report.
We report quality and customer satisfaction monthly, against measures agreed with you before launch and defined the way you define them internally. The usual set is first contact resolution, customer satisfaction (CSAT), quality assurance scores against your rubric, and handle time.
Quality monitoring runs to the COPC framework we are certified against, so the scoring on your account follows an external standard. You see the same scorecard we do. Our quality team and yours score the same calls and compare the results. When a measure moves, you hear it from us.
We bridge the gap between AI and human decision-making, ensuring insights are not just data points, but tools for building stronger customer relationships.
Our nearshore teams understand both the numbers and the people behind them, ensuring strategies that resonate with your customers and your brand.
We leverage automation and advanced analytics without losing the human intuition needed to make strategic, customer-first decisions.
From startups to enterprises, our flexible analytics services adapt to your business, providing insights that grow with you.
Speech analytics is software that reviews recorded calls at scale and flags where customers show frustration or mention leaving. For a leading national mobile carrier, our team used it to pinpoint customer frustrations and process problems, and the findings shaped a retention program and changed the carrier’s technical support processes.
The same program included a knowledge base our team built for the carrier’s whole organization. The mobile carrier case study describes how the program ran.
Save desks and win-back campaigns are covered on our sales and retention page.
We handle payment details under PCI DSS rules and health information under HIPAA. Access is limited to the agents and supervisors assigned to your account, and we map the tools our team works in with you during onboarding. Ask for the specifics of your own regulatory regime on the first call.
To compare the cost of a nearshore team with running the same operation in-house, try our cost of ownership calculator.
Our data analytics come with a VoiceTeam team running your customer contacts. The reports are built from the calls, chats and emails our agents handle and the quality scores our supervisors give them. For analysis of data from outside your contact center, ask us on the first call.
You get the first report after your first month of live contacts, and one every month after that. The measures and their definitions are agreed before launch, so the first report uses the same targets as every later one. Trends in contact reasons sharpen as each month of data is added.
AI models sit behind our agents, not in front of your customers. They surface the right knowledge article during a live contact, draft the contact summary and flag the contacts a supervisor should review. Our own AI team and specialist AI partners build that layer, and nothing changes on your account without your sign-off.
Yes. Our Dominican Republic teams are bilingual in English and Spanish, and Spanish is a first language for them. A customer who switches to Spanish stays with the same agent.
Our main operation is in Santiago in the Dominican Republic, where our facilities and most of our teams sit, and we work with a partner team in the Philippines where we have our own staff on the ground. Both sides work to the same measures and the same scorecard.
We need your quality rubric and the way you define CSAT and first contact resolution internally, so the measures are agreed before launch. We also need access to the systems our agents will work in, agreed with your IT team during onboarding. Everything else is built from the contacts our team handles.
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