Looking for clues, guided by analytics to solve complex challenges
Harnessing the power of your own data to drive permanent improvements
It’s like getting a peek under the hood and pulling out actionable intelligence that solves problems and identifies new opportunities—using your own customer data as a guide to transform your entire organization!
Interaction analytics help solve major challenges, including AHT (long calls, silence and hold time), repeat calls, transfers and issue resolution, sale conversions, verification and regulatory compliance, customer retention and more.
Finding the right words
Detecting words and phrases that impact customer satisfaction
Checking the history
Analyzing historical data and key metrics to identify recurring issues
Reviewing the records
Examining conversations for trends, contact reasons and identifying gaps to drive better performance
Delivering continuous quality improvement
Funneling feedback into actionable analytics to continually optimize process and product improvement
All About Alorica’s Interaction Analytics
Alorica’s Interaction Analytics approach leaves nothing unexamined
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Quality Assurance Automation
Delivers focused and quality support
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Compliance & Fraud Detection
Provides independent fraud management and compliance audit across all lines of business
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Customer Experience Alerts
Identify opportunities for customer self-service and customer experience optimization
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Business Intelligence
Includes visualized analytics data that can be drilled down per line of business
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Assess Staffing Requirement
Helps identify future topic staffing and training needs
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Agent Behavior & Performance Tracking
Ensures prescriptive efficacy
The Alorica Advantage
An experienced team
With proven results focused on achieving your business outcomes.
Performance and ROI focused
We understand that data without intelligence and/or intelligence without action will not drive performance
Analytics Experts
With the expertise and customized tools to target, quantify and impact the areas of greatest opportunity.
Industry Benchmarking
We can provide insights and recommendations across your industry pulling from all market insights.
Not just another technology provider
We bring a blend of people, processes and technology to the table, for a more efficient, comprehensive and expedited solution.
With proven results focused on achieving your business outcomes.
We understand that data without intelligence and/or intelligence without action will not drive performance
With the expertise and customized tools to target, quantify and impact the areas of greatest opportunity.
We can provide insights and recommendations across your industry pulling from all market insights.
We bring a blend of people, processes and technology to the table, for a more efficient, comprehensive and expedited solution.
Results You Can Measure
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Knowledge Management
Contact Optimization
