Quality control in data coding involves detailed examination of the data at each stage of the process. From initial data entry to final processing checks, every step of the process is an opportunity to identify and rectify errors. This commitment to quality ensures that the end data delivered has an exceptional standard of accuracy. Inaccurate data can have serious consequences, including impaired decision-making, inefficient operations, and financial losses (Poor-Quality Data Imposes Costs and Risks on Businesses, Says New Forbes Insights Report). Furthermore, it may result in reputational damage, loss of customer trust, and can even pose health risks (consider, for example, allergen and ingredients information being inaccurately captured from a product label to appear on a supermarket website). 

At DDC OS, our key to delivering exceptional quality standards across our solutions is to ensure that quality control is not just treated as a tick box exercise, but rather is embedded in the DNA of our teams and at the heart of our technology. This enables us to achieve an exceptional level of data quality and consistency. For instance, for one of our data coding clients with complex requirements including capturing to GS1 accreditation standards, we operate at a 0.6% error rate for single-language capture and 1.25% for dual-language capture. 

From recruitment onwards, we embed a strong commitment to data accuracy within our teams. Initial training plans are followed up with dedicated monitoring and glidepath periods, enabling ongoing assessment and improvement. As our team members progress, we provide advanced training opportunities and specialised development programs, fostering knowledge exchange between our teams.  

The journey to reliable data begins with accurate data entry. Many of our solutions adopt OCR technology for this initial stage, but even then, it is key to ensure that manual validation of the data takes place as a secondary control measure. This ensures that any errors are identified and corrected early in the process and can pass back information to any AI solutions to help them ‘learn’.  

Our highly skilled agents carry out this precise quality control, combining technology with human expertise. While automation continues to play a pivotal role in data processing, and will no doubt be utilised even more in future, the human element of any data process remains irreplaceable. Skilled professionals bring contextual understanding, problem-solving solutions, and the ability to adapt to scenarios that don’t conform to standard.  

A second quality control check by a different individual is opted for by many of our clients, especially on sensitive data such as financial information or allergen text. Our nearshore and offshore operational teams bring a unique advantage to this task by combining the proficiency of a skilled workforce with cost-effective solutions, making it possible to maintain exceptional quality standards without compromising on efficiency.  

The future holds exciting possibilities, from enhanced automation to more sophisticated quality control measures. Embracing these changes is core to our approach of People. Powered. Progress. Which ensures that DDC remains at the forefront of delivering high quality data coding solutions. Get in touch today to see how our Data & Automation solutions can help your business…  

Trend 1: Customer Service Outsourcing Evolves 

Exceptional customer service is in high demand in today’s marketplace. According to Zendesk, delivering excellent service increases the likelihood of repeat purchases by 81% of consumers. With companies focusing on retention to counteract economic challenges, 54% now rely on outsourcing for managing customer service demands. BPO leaders offer a range of services, including omnichannel support, customer retention, and tech support. Outsourcing customer service unlocks value and provides businesses with unique market insights based on extensive experience in different sectors and organisations. 
 

Trend 2: Nearshore Outsourcing Increases 

Nearshore outsourcing has seen a significant increase in adoption, especially in countries like the United Kingdom. According to a survey, approximately 65% of respondents plan to continue or even increase their outsourcing to nearshore companies in the coming years. 

While all forms of outsourcing have gained traction recently, nearshore outsourcing has become increasingly popular for several reasons. It allows businesses to collaborate with companies in close proximity to their operations and target market, without compromising on quality, all while enjoying cost savings. Additionally, nearshore outsourcing can enhance communication by minimising time zone differences and addressing cultural compatibility and compliance challenges. 
 

Trend 3: Automation & AI Improves Efficiency 

Artificial Intelligence (AI) and automation are disrupting various industries, and outsourcing is not an exception. These technologies are being integrated into outsourcing services, automating repetitive tasks, and leaving more complex tasks to human workers. While this trend brings numerous benefits, such as increased efficiency and reduced costs, it’s also essential to be prepared for potential challenges, such as the onboarding of tools too quickly or without a clear purpose.  
 

Trend 4: Knowledge Process Outsourcing

Unlike traditional forms of outsourcing, Knowledge Process Outsourcing involves delegating work to individuals with extensive training or expertise in specific areas, such as data analysis, process improvement, or research and development. 

Moreover, in an era where businesses seek to minimise labour costs, the practice of hiring temporary experts to collaborate with their teams, rather than employing full-time staff, is becoming increasingly prevalent. This approach allows companies to tap into specialised knowledge while optimising resource allocation. 

Misconception 1: Reduction in Quality 

One of the most common misconceptions about outsourcing is that it results in a reduction in quality. However, this largely depends on the outsourcing partner you choose. By selecting a reliable partner with a proven track record, you can ensure high-quality services. It’s also crucial to establish clear communication lines and set expectations upfront to maintain quality standards. 

Misconception 2: Loss of Control 

Another common fear is losing control over the outsourced operations. However, it’s essential to understand that outsourcing is a collaborative effort. Companies can maintain control over their outsourced tasks by setting clearly defined goals, establishing robust communication channels, and regularly monitoring progress. These strategies help in building a successful outsourcing relationship, where control is shared rather than lost. 

The Evolving Trends of the Outsourcing Landscape 

As we anticipate 2024, the outsourcing landscape will continue to evolve, driven by advancements in technology, changing work dynamics, and an increased emphasis on data security. By understanding these trends and debunking the misconceptions, businesses can better navigate the outsourcing world and leverage its numerous benefits.  

Remember, it’s not about replacing your workforce with an outsourced one, but rather about strategic partnerships that enable growth and foster innovation. Embrace the opportunities outsourcing presents and gear up for a future where geographical boundaries blur, collaboration excels, and business potential expands. 

Why not get ahead of the curve and reach out to an outsourcer with decades of experience?  

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Knowing how to capture the right data and use it efficiently isn’t just helpful; it’s a necessity. Capturing and processing data still requires significant human intervention; whilst automation (in the form of Robotic Process Automation or RPA) and now AI continue to refine and enhance the process, it is yet to eradicate the need for data capture specialists.  

These technological advancements have certainly, over the years, helped to greatly increase processing volumes and the speed at which they are handled. They minimise inaccuracies and can even help identify patterns. The question is, what does all this mean for the future of data capture workforces?  

The Impact of AI on Data Capture Processes 

Data capture has long stood as a pivotal process in the realm of information gathering. It encompasses the collection of data from various sources (text, images, PDFs, voice recordings, and more). The primary objective is to collect valuable data and convert it into a format that can be processed, analysed, sold, and so much more. 

For years now, technological advancement has been revolutionising the data capture landscape. AI and automation tools have helped to drive an efficient, streamlined, and powerful process. In fact, the market for automatic data capture and identification tools is expected to grow to a value of $134.7 billion by 2032.  

How AI Improves the Data Capture Process

AI-driven solutions offer sophisticated capabilities for the extraction, recognition, and interpretation of data, potentially minimising human intervention.  

With artificial intelligence, companies can: 

• Improve data quality: With adaptive learning and machine learning tools, companies can benefit from systems that automatically adjust processes and improve the accuracy and quality of the data captured for assessment.  
• Translate raw data into insights: Data analysis is a complex process which requires significant expertise. While AI may not yet be able to match the skills of an experienced data analyst, it can help identify data and rapidly offer insights into potential trends and patterns, making the data captured by businesses more valuable.  
• Streamline complex data capture: AI tools can capture complicated data from a variety of structured, semi-structured, and unstructured documents. Pre-processing tools can even annotate key data fields and ensure data is labelled correctly for analysts.  
• Accelerate data capture: AI tools can capture data from systems, processes, and interactions in real time. This reduces the need for employees to spend endless hours creating notes and uploading documents into systems. Real-time tracking also ensures companies can maintain complete visibility into their operations.  
• Automate data validation: Manually validating data can be a time-consuming and error-prone process. AI-based solutions can enhance the processing workflow, using templates and pre-implemented methods to validate and identify data. The right tools can even ensure data is stored in the right place or sent to the correct teams.  

AI and Data Capture Experts: Better Together

So, if AI in the data capture landscape is so powerful, does it eliminate the need for data capture experts, such as data entry professionals and analysts? Simply put, the answer is a resounding no. While McKinsey suggests about 64% of data collection activities can be “automated”, many companies have discovered that the best results come from using AI tools and human skills in tandem.  

AI can certainly help data capture experts accomplish more in less time and even improve the accuracy of data capture strategies. However, data capture experts are still necessary for many parts of the process. For instance, AI can use machine learning to attempt to determine which forms of data need to be captured for your business, but it can’t effectively separate the best insights for your business goals from endless volumes of data points.  

AI tools also have a number of limitations. AI tools, despite their capabilities, do come with certain limitations. Even if they’re trained to detect and redact personally identifiable information from documents, there are instances where important details can be overlooked – particularly where the format of the data source varies or is inconsistent in structure. Some solutions can make mistakes when processing data, and others struggle to process certain forms of unstructured data with a high level of accuracy. Such limitations can have significant impacts on businesses when it comes to data protection regulations.  

Additionally, AI can only handle so much of the data collection and analysis process. It can collect data rapidly but can’t always check it for correctness or convert information into valuable formats, consider medical data or allergen information, for example. The accuracy of this data is essential; mistakes can be a danger to life. Can we, or would we, ever be inclined to trust that process to ever go ahead without human interaction? Many of our client projects use a blend of OCR technology and human agents in a hybrid solution, leveraging both the advantages of technology and the skills of a data capture specialist. For example, OCR might read a form/document/label image of a product, and a human data capture agent perform a QA check to ensure the data aligns with processing rules and third-party regulations and corrects any OCR errors, thus feeding back to the OCR system and improving the technology.  

Ultimately, AI is having a positive impact on the data capture landscape, just like it’s leading to progress in various other business operations and tasks. However, it’s simply a tool that can help to improve efficiency, scale data processes, and boost productivity. It’s not a replacement for human experts. AI should be seen as an assistant for data professionals.  

It should empower these experts to be more effective, efficient, and accurate in their roles than ever before, allowing them to unlock better results for businesses. While AI is a powerful tool for positive change, it’s not a magic solution for every data entry or management problem. If you’re planning on implementing AI into your ecosystem, don’t rush it. Consider what you want to achieve and engage with those delivering that task currently; they are the data experts and will have valuable perspectives and insights into the best use of AI technology and where it can play the most effective role. 

Take the time, consider the applications that can best benefit your business and teams, and make sure you’re leveraging the right combination of machine intelligence and human expertise.  

Why not engage with an expert data capture outsourcer who can help you identify the right approach to solve your challenges and unlock value in your data?  

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Keynote speaker Elizabeth Stokoe is currently a Professor of Social Interaction at Loughborough University. She conducts conversation analytic research to understand how talk works – from first dates to medical communication and from sales encounters to hostage negotiation*.

The State of the Art  

To get the ball rolling, the latest technology for conversation/speech analysis and sentiment analysis was analysed. Looking at actual demos and products in the market and considering the way in which many of them work “under the hood”, it quickly became apparent that replicating real conversations is a challenge, to say the least. The impact of conversations not accurately transcribed on sentiment analysis and beyond was very concerning.

Reduce the Burden  

Next, a dive into personal encounters we have all faced, where we are seeking help but must work for it. Often when the person we seek help from knows the answer and knows we would like help but insist on making us work for it. “Do you have Wi-Fi?” – “yes” – “OK, can guests use it?” – “yes” – “Ok, how do I access it!?”

Being proactive, offering alternatives, and providing relevant information where possible, seem simple, but it is surprising how often this can be overlooked. Reducing the burden is key to effective customer experiences.

Ditch the Script  

There’s typically a moment in every keynote where the whole room quickly scribbles something down; at this event, that was “rapport is an outcome”.  For many who have worked in a contact centre environment, you will have inevitably heard the term “build rapport”. Many have painstakingly continued to push a conversation about the weather before trying to sell double-glazing! It was fascinating to see the negative impacts of forced rapport. Whereas delivering value and clear communication often leads to natural rapport as an outcome.

Summary  

Technology in the communications space is fascinating, particularly its applications in customer service, but before it becomes central to any business, have we yet taken all steps to use our skills as humans, to analyse our interactions sensibly? There is much value to unlock here, and when that value can be aligned with technology, the future will be very bright indeed.

In an event that covered so much, creating endless discussions, summarising is no easy task. To learn more, all you can do is attend future events!

Until Next Time  

DDC Discusses will return; if you’d like to register your interest, please email enquiries@ddcos.com

*More information on Elizabeth Stokoe: She has worked as an industry fellow at SaaS companies Typeform and at Deployed. In addition to academic publishing, she is passionate about science communication, and has given talks at TED, New Scientist, Google, Microsoft, and The Royal Institution, and performed at Latitude and Cheltenham Science Festivals.

If your budget is limited, you might assume allocating funds to things like product development, advertising campaigns, and sales strategies is far more lucrative than doubling down on “CX”. However, the statistics show a different story.

Even in a world where brands can easily spend a significant portion of their budget on outsourced talent, enhanced analytics technology, and omnichannel services, the return on investment for CX is impossible to ignore. Around 87% of business leaders say customer experience is their biggest growth engine, delivering more revenue, customers, and results than any other strategy.

The ROI of Great Customer Experiences

In virtually every industry, the research shows that investing in great customer experience pays dividends. Customer service is no longer a “money sink” for major brands, but a valuable investment, capable of boosting loyalty, retention, and even customer spending habits.

Gladly’s “Customer Expectations” report for 2022 found 72% of consumers are willing to spend more on a brand that guarantees a good customer experience. The research found “customer loyalty” and satisfaction levels are the most significant indicator of whether a business will thrive or not.

Gladly’s research isn’t the only report to highlight the financial value of good CX either. Studies have found investing in CX can boost your revenue streams by:

• Increasing customer loyalty: Happy customers are more likely to stay with your brand, and continue purchasing from your company. Alternatively, 83% of customers will leave a brand based on a bad service experience alone. Studies by Bain & Company found using good customer service to increase retention by 5% can be enough to increase profit by 25%. That’s because repeat customers spend up to 300% more than new clients.

• Enhancing average order value: 66% of customers say they prefer brands that can make personal recommendations based on their previous purchases. What’s more, 1 in 4 customers actively purchase products recommended by service agents. Investing in good customer service gives your business more opportunities to increase average order value through cross-selling and upselling opportunities.

• Improving sales numbers: When it comes to generating new sales, your chance of selling to an existing, satisfied customer is 14 times higher than your chances of selling to a new customer. What’s more, 72% of customers say they’ll share a positive experience with 6 or more people. Investing in customer satisfaction can help you expand the reach of your brand, and attract new potential clients.

• Reducing customer churn: All companies lose customers, but you’re far more likely to miss out on long-term, loyal clients if you don’t have the right customer service strategy. 42% of customers say they would stop buying from a company all together after just 2 bad experiences. What’s more, 55% of customers intending to make a purchase from a brand say they backed out because of poor service.

• Boosting brand reputation: A strong brand reputation instantly equals better profits. When customers know they can rely on your business to deliver excellent experiences, they’re more likely to purchase something from you. Having a good reputation for good service can also significantly reduce your “customer acquisition cost”. Studies show companies with great reputations can spend less on marketing and promotion to lure new customers.

Customer Experience is the Best Investment for Your Brand

For years, the “customer experience” strategy has been overlooked by brands. While it’s true investing in outsourced professionals, and tools for excellent customer service can incur a cost initially, the value you earn in return is well worth the initial spend.

In fact, 83% of companies who believe in the importance of great customer satisfaction say they also experience rapidly growing revenue. Plus, brands with superior customer experience generate up to 5.7 times more revenue than their competitors.

Customer experience has now emerged as the ultimate differentiating factor for any brand. Invest in customer experience, and your clients will reward you with their loyalty, their money, and even by advocating your business to other prospects. Underestimate the value CX can offer, and you risk losing money, customers, and opportunities.

Can you find a trusted outsourcer to provide the same excellent level of service you pride yourselves upon? One that will enhance your business culture and not stifle it? 

Well, at DDC OS, we can assure you that, yes you can! We recognise that brand, tone of voice and image are an integral part of any business and that these should be reflected in any communications with both existing and potential customers. 

It sounds cliché to say it, but it really is important to us that you consider us an extension of your team. This starts long before your project goes live; in fact, it begins when we first discuss how we can help you. We invest time researching and collectively discussing your business values and your approach to customer service to ensure that the team will represent those standards. 

Your brand values form an essential part of our induction process. We will invite you to send a ‘Brand Ambassador’ from your business to train your new team on who you are and how you present your brand to your customers. If that isn’t possible our trainers will work with you to understand the brand, ready to engrain it in the training plan. On an ongoing basis, we actively encourage your input to help reinforce your brand personality. We have seen operational areas branded, merchandise delivered, discount programmes and team days out; there are many options for building brand ambassadors.  

Here at DDC OS, we encourage you to visit your team, meet with them, chat with them, and work with them! Encouraging your internal teams to engage with your outsourcing partner is a great way to ensure your brand values are really embraced and – more importantly – understood.  

For more information on how you can grow your own team of outsourced brand ambassadors, feel free to contact us.   

DDC’s new language hub will initially launch with a team of 50 and provides new job opportunities for those in the Belgrade area with language skills. The team will grow rapidly over the coming months, to support the strong and continued growth of DDC’s language services.

The opening of this new language hub is part of a strategic expansion programme that builds on DDC’s existing operations and investment in the Balkans. The move provides access to a wider talent pool of skilled linguists and other specialist roles. The new and diverse capabilities available will bolster the current multi-language customer service and BPO capabilities for existing and future clients.

The new facility aligns with DDC’s hybrid working strategy, providing  another regional hub for DDC’s home-based workforce, enabling them to collaborate and learn together, whilst also providing a permanent home for office-based colleagues. Belgrade is an ideal location due to its proximity to DDC’s existing centres in Bosnia & Herzegovina, improving both operational resilience and business continuity for clients.

DDC OS CEO John Callachan expressed his enthusiasm for the launch, stating “DDC’s continued success is down to the passion and dedication of our talented team. This new centre of excellence  supports a more diverse language offering for our global customer base. We are really pleased to continue our investment in the Balkans.  Belgrade complements our existing locations in Sarajevo and Banja Luka perfectly.”