Covisian is the solution to the Business Process Outsourcing demand for combining operational excellence with innovation capacity, to realize the continuous improvement of Customer Experience. Covisian stems from the coming together of competences that represent a synergy of the key components of its mission, implemented through the high quality of the services provided, the rigorous control of processes and the proposal of distinctive lines of offer with advanced business models.
2nd BPO operator in Italy
millions of euro in turnover
millions of annual contracts
The excellence paradigm is based on distinguishing elements
Our Customer Analytics Lab is the place where a multidisciplinary team (process analysts, psychologists, data scientists, computer programmers, speech analytics experts…) re-designs the customer experience to significantly improve the KPIs of the customer as churn, ARPU and NPS. This approach enables a win-win business model in which the BPO provider and its partners work together to achieve objectives that converge into a common metric.
The Covisian operations are strictly governed by ‘Sparta’: a proprietary management model which, combined with a sophisticated scheduling algorithm, allows for maximizing efficiency by providing the best allocation of resources. A real time monitoring system that ensures the achievement of performance targets.