Alorica Analytics

Our specialized CX analytics team expertly gleans multi-dimensional data for actionable insights that enhances performance, improves the customer experience, increases revenues, and drives loyalty.

• Interaction Analytics and insights (speech & text)
• Voice of Customer (VOC) and sentiment analysis
• Transcription data feeds into knowledge management and agent assist tools to improve self-service
• Performance Impact Analysis:
• First Contact Resolution (FCR), repeat caller and contact driver/volume trends
• AHT reduction analytics and recommendations
• Fraud detection analytics and process/regulatory compliance adherence audits

Alorica’s data scientists focus on data mining and predictive modeling to streamline processes and increase revenues, including:

• Customer Segmentation and profiling to improve outreach strategies
• Propensity Modeling for customer likelihood to pay, purchase or reconnect
• Attrition Scoring to predict and prevent customer churn
• Speed to Proficiency Assessment to baseline, benchmark, predict and improve agent proficiency

Big data is central to our performance delivery—our team uses insights to onboard best-fit candidates, increase speed to proficiency and enhance performance.

• Intelligent Screening & Talent Matching
• Learning Analytics
• Prescriptive Coaching
• Real-time Forecasting