Analytics

Multi-dimensional insights deliver an intelligent advantage to you and your customers.

Transform the customer experience into something insanely great.

Alorica’s award-winning team of engagement consultants and data scientists arm your business with multi-dimensional, actionable insights that help optimize performance and transform your customer experience.

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Decrease support costs
with a more efficient
design of your customer experience journey

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Refine processes and improve customer outcomes with data-driven intelligence

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Grow and retain customers
with actionable analytics that increase loyalty, from acquisition to extension

Customer Experience Transformation (CxT)

Actionable insights keep you ahead of the curve and enrich customer relationships

Alorica’s award-winning Customer Experience Transformation (CxT) team of engagement consultants use statistical, observational and experiential data to gain insights into breakage points across all touch points in the customer journey. Improvement programs based on findings and recommendations can help you to reduce costs and transform the customer experience. These include:

  • Customer journey mapping
  • Reduction in cost-of-support
  • Channel and workflow optimization
  • Contact minute reduction
  • Root cause analysis
  • Industry best-practice sharing

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Results you can measure.

$20m

Cost savings from a complete customer experience redesign for a global retailer

21%

Reduction in year-over-year contact minutes for a consumer electronics manufacturer

10%

Improvement in customer satisfaction ratings for a large telecommunications provider

Transforming Technology

A major consumer electronics manufacturer saw immediate results and saved millions of dollars through a partnership designed to enhance the customer experience.

View Case Study
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reduced phone support staffing
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awarded CRM Excellence Award for CX Transformation by TMC and Customer magazine
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saved, the client reinvested into infrastructure and tools to further improve CX

Center of Analytical Excellence (CAE)

Optimize performance and increase revenue using advanced analytics to predict outcomes

Our Center of Analytical Excellence (CAE) team of data scientists focus on data mining, predictive modeling and advanced analytics to optimize processes and increase revenues, both internally and for our clients. The CAE can deploy a wide range of advanced analytics to your business, including:

  • Profiling, segmentation and contact strategies
  • Fraud analytics
  • Predict and prevent agent attrition
  • Propensity scoring and predictive modeling
  • Site selection scoreboards
  • Machine learning and similarity indexes

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Results you can measure.

70% drop

In high-risk agent churn rate, with intervention actions for those predicted as most likely to leave

25% reduction

In sales staff after deploying a “propensity to purchase” scoring model and optimal contact strategy

$10m

Increased profit on loyalty win-back program, featuring a digital sales strategy using predictive analytics

Let's get started.

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