Alorica Analytics

Imagine taking everything you know about your customer interactions and using it to enhance your CX and grow your business.

 

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Customer Experience Analytics

Transform pretty good, one-off interactions to insanely great, brand-loyal experiences with the right data analytics.

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

  • Interaction (text and speech) analytics and insights
  • Voice of Customer and sentiment analysis
  • First Contact Resolution, repeat caller and volume trends
  • Average Handle Time reduction analytics and recommendations
  • Fraud detection analytics and process/regulatory compliance adherence audits

Results you can measure.

$500k

annual savings from reduction of repeat callers

10%

increase in First Contact Resolution 

32%

decrease in customer cancellations

14%

increase in Voice of Customer score

Predictive Analytics

Anticipate the customer’s next move, optimize your performance, and grow your business.

 

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

  • Customer profiling and segmentation to pinpoint outreach strategies
  • Propensity scoring for customer likelihood to pay, purchase or reconnect
  • Attrition scoring algorithm to predict and prevent customer churn
  • Speed-to-proficiency modeling to baseline, benchmark, predict and improve agent competencies
  • Machine learning and similarity indexes to drive faster and more accurate results

Results you can measure.

25%

savings in sales resources after deploying a Propensity to Purchase scoring model and optimal contact strategy

70%

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

$10m

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

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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.