Speed to Proficiency

Bigger, better, faster with greater success
 
Let’s Talk

Proficiency made easy

Alorica’s expertise helps reimagine operational delivery to maximize performance. We systematically identify and implement target areas for improvement in attracting, onboarding, training, and enabling agents in the first 90 days.

Desired Outcomes…Delivered

Long training cycles and high attrition during training, fluctuations in demand and constantly changing policies or product information slows business down. With Alorica’s Speed to Proficiency expertise, you can address these issues and more, optimizing agent efficacy—no matter what comes your way.

Efficiency & Optimization:
Maximize your ROI and improve agent performance in the first 90 days and beyond

Continuity:
Prepare for unexpected demand and keeping on top of product enhancements with fast, bite sized training

Loyalty & Engagement:
Build customer loyalists, beginning with experiences consistently optimized for success

Optimizing agent performance

Combining feedback and big data to systematically understand opportunities and focus resources in the right areas to improve

  • Speed to Proficiency Assessment: Isolate existing gaps with a proficiency baseline measurement that captures STP and root causes
  • Instructional Design: Targeted curriculums based on top call drivers that include a blended approach to onboard and upskill agents quickly and efficiently
  • Knowledge Management: An integrated library of various forms of content to support agents, customers, chatbots, peer-to-peer support communities and partners
  • Agent Assist: Deliver exceptional customer experiences with our in-app conversational guide that proactively delivers real-time contextualized next-best actions

Results You Can Measure

90%

Quality Assurance scores achieved in less than 2 months

98.3%

retention rate on a new program in the Philippines 

25%

reduction in Average Handle Time (AHT)

70%

reduction in training time needed