Targeted curriculums based on top call drivers that include a blended approach to onboard and upskill agents quickly and efficiently.

Alorica’s Knowledge platform creates an integrated knowledge library and continuous learning loop, empowering algorithms to answer complex, personalized questions with greater accuracy and expediency.

With Alorica’s Agent Assist, you can anticipate customers’ needs and empower your agents through real-time, next best actions. Our conversational guide harnesses the power of AI to help agents resolve complex issues and is especially helpful for clients implementing new policies, best practices, and product support.

Delivery Supported By:

• Alorica Connect: employee engagement and gamification app
• Electronic Coaching for Results (eCFR): structured weekly coaching program that improves performance and drives agent-level accountability
• Hypercare: employee feedback and actioning process
• Intelligent screening and talent matching:  identifies and recruits best fit candidates
• Microlearning: digestible and entertaining single-topic videos focused on a specific topic to optimize learning and retention
• Predictive Employee Retention Model (PERM): proprietary machine learning to proactively intervene before agents leave
• Prescriptive coaching: identifies agent performance challenges and proactively drives real-time coaching using analytics, isolating an agent’s most impactful behavioral coaching opportunities
• Quality automation: actionable intelligence ensuring agent quality, accuracy and KPI delivery