that drive smarter BPO
Analytics for predictive and prescriptive insights
Outlier alerts and automated notifications
RTA automation for intraday management
What Do You Get with FLOW’s BPO Analytics
Unified Data Layer
Automate data extraction with 75+ out-of-the-box connectors or custom connectors in hosted or
non-hosted environments—all without extra cost.
Real-Time KPI Monitoring
Track key workforce metrics live using ML. FLOW detects anomalies and mismatches automatically to guide immediate adjustments.
Under Root Cause Analysis
Uncover the 'why' with proactive intraday performance monitoring and real-time alert notifications. Identify the root cause instantly and take corrective action.
Standardized Reporting Framework
Ensure consistency in metrics, reports and dashboards across clients. Easily toggle between accounts to view relevant KPIs for each.
Self-Serve Analytics
Empower users to explore and analyze data independently. FLOW helps them slice and dice data without IT support to make faster decisions.
BPO Analytics Use Cases
Inbound Call Analysis
Analyze inbound calls in real time to spot performance gaps and boost CX. Access detailed insights into call data instantly to predict trends and optimize performance.
Call Details Analysis
Get a complete view of every call—duration, outcome, risk and response—in one click. Instantly access call recordings and detailed insights to speed up agent feedback, QA and training.
Analytics-Driven Workforce Management
Forecast call volumes and staffing needs using AI-powered models. Automate scheduling and monitor real-time performance to optimize operations and minimize wastage.
PODCAST