Delivery Model

Delivering high-powered performance by deploying our end-to-end delivery model built for the distributed workforce.

Recruiting & Onboarding For Success

Employee satisfaction starts with recruiting the right people for the role, engaging with prospects real-time and creating a seamless hiring experience. We leverage talent matching technology, social platforms and chatbots to scale quickly to source the right talent for the right work.
 
Alorica Connect, our digital, gamified platform was designed and deployed to engage new employees from hiring through onboarding driving higher engagement and lowering attrition with new team members.

Training

We don’t just train to get the job done — we train to help forge passionate people to go along with our powerful solutions! With a hybrid model of both on-site and virtual training, we employ microlearning, role playing and hands on activities to increase retention and speed-to-proficiency!
 
Our Instructional Design offering, led by a team of experts, build training that is immersive, improves retention, and recall in less time than traditional training by leveraging interactivity, role play, gamification, and measurement.

Guaranteed Performance

Help reduce overhead costs while boosting customer satisfaction and enhancing your bottom line.
 
The secret to our success? A single, cloud-based interface that enables real-time workforce management. Our proprietary workforce management tool, SpectrumTM, not only forecasts & schedules resources, but it also delivers full-featured, integrated reporting that helps you view performance and drive better business outcomes.

World-Class Security

One of the most well-protected platforms for highly complex and confidential customer data.
 
Alorica’s security protocols safeguard valuable customer information. Data security starts with our agents—and our recruiting and training processes ensure that only those individuals with the highest levels of integrity are hired.
 
Our multi-layered approach to protect end-to-end delivery at the agent, desktop, network, system and environment level is accomplished through an array of features. Learn more about all our security features on our Alorica Anywhere page.

Experience Optimization

Provide your customers with the experience they want—the way they want it.
 
Our robust solution includes a unified, omnichannel approach to customer engagements using priority-based blended call queues. Use your customer’s preferred channels and support multiple languages with technology like multiple routing options, omnichannel, and agent assist technologies (advanced voice recording & AI identifies coaching and performance improvement opportunities at agent and program levels).

Working Smarter Not Harder With Business Intelligence

Our agents don’t stop learning once they’re out of the classroom! In fact, we continue to teach them every day and identify opportunities at agent and program levels using desktop analytics. By leveraging Speech Analytics and voice of customer insights to identify drivers, trends, and outliers, we deliver actionable recommendations for continuous improvement.

Hyper-focused on Employee Experience

To attract, train and retain the absolute best talent on the market, you need to craft, support and evolve a top-notch employee experience—and that’s where Hypercare comes in! Hypercare provides real-time support to agents and delivers insights into every aspect of the employee onboarding experience, and beyond. Multi-channel tools enables us to keep our entire team engaged with frequent team huddles and coaching, which is critical to our success. And just as importantly—Hypercare enhances eNPS, cNPS, productivity and attrition.

Performance Management

With our integrated reporting and analytics, we seamlessly monitor and manage our team members, creating timely reports to help drive business outcomes and increase visibility into your business with near real-time results. We can also lead complex, multi-function transformative change projects, implement innovative methods to drive efficiencies, and even compare performance by location, work environment, and other variables to make sure your needs are being met!

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Your business has unique customer management needs. See the difference a personalized solution can mean to your customer retention, satisfaction and bottom line.