Don't Diss Disruptive Tech

Don't diss disruptive tech - because it's here to stay, and it's awesome!  

Download our overview to learn more about how we're finding sensational new ways to keep making lives better…one interaction at a time with new and insanely great technologies. At Alorica, we’re all about using disruptive using technologies in our day-to-day operations. Read on to learn more about some (but not all!) of the tools we’re using to change the game—and the results we’ve seen so far.  

MICROLEARNING

80% of our new hires are millennials—and given their average 90-second attention span, we’ve needed to develop training that is easily digestible and visually engaging. We call this new approach microlearning—short, interactive, 2-10 minute videos that deliver information “just in time”—right before the lessons are applied. Typically more effective than traditional “just in case” classroom learning, Microlearning videos are quick, to-the-point, and help reduce the need for agents to sit in long, 8-hour PowerPoint classroom training sessions.  

In action: Microlearning reduced training time by as much as 80% for agents serving a major retail pharmacy provider (and retained up to 20% more information than traditional comparative training classes)—leading to significant cost savings for the client.  

GAMIFICATION  

Turning non-game experiences (like providing customer care) into fun, competitive events that motivate, encourage and reinforce learning— that’s gamification. Through it, employees can interact with a game-like platform to evaluate their performance, see how they stack up against other agents, and earn points that are redeemable for rewards.  

We customize our systems to each client’s individual objective, and drive agent effort from “acceptable” to “optimal” performanc with game played and reward earned.  

In action: Businesses who use gamification platforms tend to see positive results with agent performance, attrition, absenteeism and overall satisfaction. It’s simple—engaged employees, who receive a boost in recognition and incentives, perform better.  

ROBOTIC DESKTOP AUTOMATION (RDA)/ ROBOTIC PROCESS AUTOMATION (RPA)  

Movies may depict robots as the future enslavers of humanity, but they’re actually pretty darn useful when trying to solve issues faster, reduce performance variability and make the interaction between agent and customer a little more pleasant.   There are two types of robotic automation; RDA consolidates content from different desktop screens into one singular view, allowing agents to more easily respond to customer requests in realtime. RPA is all about workflow computerization, and these robots identify manual, repetitive and rules-based processes—tackling them in a fraction of the time that it would take an agent, and with complete accuracy.  

In action: For a major energy company, robotic automation reduced average handle time (AHT) by 10%, and error rates improved to near perfect. For a major telecommunications firm, robots saved the company over $18M per year by allowing hundreds of agents to focus on more complex tasks  

DON’T DISS DISRUPTIVE TECH BECAUSE IT’S HERE TO STAY —AND IT’S AWESOME!CHATBOTS  

Job-seekers are active on social media and other non-traditional channels, and we’re implementing chatbot technology as a smarter, faster way to connect with qualified candidates. Thanks to their automated nature, chatbots can handle simultaneous candidate inquiries, provide real-time responses and conduct initial applicant screenings. And because they operate 24/7, we’ve seen a significant increase in the number of quality candidates we assess and ultimately hire.

In-action: In three months’ time, we were able to interview approximately 3,000 candidates, compared to 966 during the same time-frame without chatbots—saving over 1,200 recruiting man-hours and reducing the cost-per-hire by 84%.

SPEECH ANALYTICS  

This new tool is leading to all kinds of ‘a-ha!’ moments. Through Speech Analytics, we can determine what we are primarily talking to customers about and glean targeted information. Are customers calling about billing? Technology? Something else? How did the call go? Was it a good customer experience? What could we be doing better?  

In-action: Speech Analytics radically enhances our Quality Assurance model through technology. It allows us to better support our clients and offer new and better capabilities, identify call trends and themes, and help us create even more insanely great customer experiences.