Business Unit Developed Specifically to Help Clients Improve the Overall Customer Experience Through Business Process Modifications
BOSTON, MA. - November 15, 2010 - Stream Global
Services, Inc. (NYSE AMEX: SGS), a leading, global
business process outsource (BPO) service provider specializing in
customer relationship management services for Fortune 1000
companies, today announced the formation of the Stream Business
Analytics Group. Developed specifically to help clients
achieve tangible, data-driven business improvements, Stream's
Business Analytics Group gathers, measures and analyzes data
associated with key business processes, and recommends specific
improvements based on that analysis.
Understanding that customer loyalty directly impacts a client's
revenue, Stream uses descriptive and predictive analysis to measure
and improve the overall customer experience - directly impacting
the interactions that customers have with clients' employees as
well as their underlying processes. By combining predictive
analysis of the customer experience with customer value
calculations, Stream helps its clients invest resources where they
will yield the greatest return in customer satisfaction and
ultimately, revenue.
In addition to analyzing a client's business processes, Stream's
Business Analytics Group also deploys a team of survey experts to
develop, deliver, and interpret impactful customer satisfaction,
employee satisfaction and marketing surveys. Utilizing its
proprietary survey tool, Integra, the group follows a systematic
approach to collecting and analyzing data that spotlights the
behaviors, drivers and process elements that impact customer
experience and profitability. Once these processes and
behaviors have been identified, Stream helps the client modify
processes, as necessary, to improve customer experience.
"Many companies today do not have the resources internally to
effectively analyze the enormous volumes of data they are capturing
from their customer base, or to generate meaningful insights from
that data in a timely manner," said Andres Phippard, Stream's Vice
President of Business Analytics. "Through the development of
this dedicated analytics team, Stream provides clients the ability
to rapidly identify the most meaningful drivers of customer
loyalty, and build internal processes that verifiably improve the
overall customer experience, in a way that positively impacts their
bottom line."
Stream's Business Analytics Group most recently worked with a
leading telecommunications provider to conduct a thorough process
review and analysis of its broadband and mobile operations and to
develop an ongoing process to measure the drivers of customer
loyalty. As a result of Stream's analysis, the client has
launched more than 90 process improvement projects across six
categories for its broadband business.
Contact Information:
Nancy Finn
Global Marketing Communications
nancy.finn@stream.com
781-304-1846 About Stream Global Services
Stream Global Services is a premium business process outsource (BPO) service provider specializing
in customer relationship management including sales, customer care and technical support for Fortune
1000 companies. Stream is a trusted partner to some of the world's leading technology, computing,
telecommunications, retail, entertainment/media, and financial services companies. Our service programs
are delivered through a set of standardized best practices and sophisticated technologies by a highly
skilled workforce of approximately 30,000 employees based out of 50 solution centers in 22 countries
supporting more than 35 languages. Stream continues to expand its global presence and service offerings
to increase revenue, improve operational efficiencies and drive brand loyalty for its clients. To learn
more about the company and its complete service offering, please visit www.stream.com.
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