The customer experience BPO market is unforgiving. New contracts are judged from the moment they go live. Clients expect seamless delivery across fragmented platforms. Meanwhile, rising labour costs, agents under pressure, and ongoing transformation programs just pile on more complexity.
That’s why we built Tracxion.
We’ve engineered our real-time data platform to help BPOs operate more successfully. Unlike generic reporting tools, Tracxion delivers outcomes that matter to your business.
It takes raw, complex data and turns it into actionable insight, enabling you to manage operations proactively and at scale.
Six value propositions every BPO needs
We know every BPO is under pressure from different angles. That’s why we’ve distilled our approach into six value propositions, taking on the most pressing challenges facing BPOs today.
- Reduce time to value
Real-time visibility from day one means early intervention, SLA adherence, and faster client trust.
- Ensure operational consistency
Standardised metrics and governance across platforms enable smooth cross-contract management, reliable benchmarking and consistency at scale.
- Improve efficiency & protect margins
Better data enables accurate forecasting, adherence, shrinkage control, and in-the-moment support, driving efficiency without compromising agent wellbeing or CX.
- Enhance CX by reducing customer effort
Exposing the real-time drivers of customer frustration enables frontline teams to reduce effort as it happens.
- Enable agents ‘in the moment’
An intelligent, always-on toolbar gives live performance, contextual prompts and access to the right support, helping agents deliver better outcomes for customers.
- Facilitate scalability & integration
The ability to unify data across legacy and cloud, support migrations, and future-proof insight with scalable, platform-agnostic integration.
Why it matters to your team
Each value proposition lands differently for the different people in your team.
| Executive leadership (COO) |
- Inconsistent performance across contracts
- Fragmented reporting
- Firefighting
- Missed SLA risks
|
Transforms reactive management into proactive leadership through:
- unified dashboards
- adherence control
- cross-contract consistency
|
|
Technology & architecture (CTO)
|
- Sprawling systems
- Costly integrations
- Pressure to enable AI and CX innovation
|
Supports safe migrations and innovation through:
- vendor-agnostic, AWS-native data layer
- simplified architecture
- clean data pipelines
|
| Head of analytics and insight |
- Inconsistent data
- Slow ad hoc reporting
- Lack of journey-level visibility
|
Builds trust in data and turns analytics into a driver of CX strategy through:
- unified data
- cross-channel journeys
- integration with BI tools
|
| Operations manager / Site lead |
- Pressure to run live delivery
- Lack of real-time visibility
- Missing adherence insight
- No agent-level control
|
Helps managers spot issues early and supports agents in the moment through:
- platform-agnostic dashboards
- live adherence monitoring
- agent toolbars
|
| Client partners |
- Dispute handling
- Managing defensive conversations
|
Aligns client and BPO on a single real-time dataset which:
- eliminates disputes
- enables proactive, strategic dialogue
- strengthens trust and supports renewals
|
Ready to learn more?
Every BPO faces different pressures, but the combination of our six clear value propositions and relevance to key roles means we can always start from what matters most to you.
Have a look at our CX BPO resources or get in touch and let’s discuss which value propositions resonate most with your role.