Company: Alorica, Irvine, CA
Company Description: Alorica creates insanely great digital customer experiences at scale. Our team of 100,000 solutionists, technologists and operators partner with global brands and disruptive innovators to deliver digitally-charged, tailored interactions customers crave.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Achievement in the Use of Data & Analytics in Customer Service
 Nomination Title: Using Interaction Analytics to Improve the Customer Experience
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 116 words used.
Alorica creates insanely great digital customer experiences at scale. Our team of 100,000 solutionists, technologists and operators partner with global brands and disruptive innovators to deliver digitally-charged, tailored interactions customers crave. With a track record of creating long-term loyalty, Alorica brings actionable insights, proven processes and CX leadership to transform clients’ business needs, whether they’re focused on digital optimization, customer engagement or market expansion. Through strategic partnerships with best-in-breed technology, we design, integrate, and optimize digital solutions personalized to reach clients’ most desired outcomes now and for the future. Alorica drives CX innovation for the best clients around the globe from its award-winning operations in 18 countries worldwide. To learn more, visit www.alorica.com.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 64 words used.
- We’re including an overview of our Interaction Analytics services, as well as three aforementioned Insights into Action reports provided to key clients in 2021 to illuminate process and cost-savings opportunities, derived from deep dives into client data, in great detail.
- Interaction Analytics PPT
- Q1 2021 Analytics Insights into Action Report
- March 2021 Concierge Services Insights into Action Report
- August 2021 Insights Into Action Report
- Outline the nominated achievement since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 206 words used.
- Per Gartner, by next year, organizations who’ve made data analytics a core part of their business and operating models will outperform their industry competitors on most financial metrics. To best position our clients for lasting success, our Interaction Analytics services leverage customer interactions data (voice and text) to improve operational performance, gain customer insights and drive loyalty. We identify objectives, metrics, and categories to extract actionable business intelligence targeted at solving problems or creating opportunities. Lastly, we continuously gauge progress and look for areas of process improvement to improve CX. Key features and benefits include quality assurance automation, compliance and fraud detection, customer experience alerts, business intelligence, staffing requirement assessments, and agent behavior performance and tracking. Since July 2020, interaction analytics efforts have:
- Reduced customer-service related calls by 24,000 calls annually and warranty-only calls by 31,000 annually for a major American retailer
- Saved 4570:33:58 hours or £43,420.38 from Jan 2021 to April 2021 for a United Kingdom-based grocery chain
- Achieved a 70% reduction in errors for a major global credit card processor over a 120-day rollout in 2021; and
- Helped a Northeastern energy provider capture a 95% accuracy rate using better speech category capture, saving them an estimated $9,000/month
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2020, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 201 words used.
Alorica delivers real-world results that transform the customer experience, with a deep understanding that data without intelligence and intelligence without action doesn’t drive performance. Analytics and insights are the foundation of our recommendations and action plans to improve outcomes for our valued clients. We routinely provide monthly and quarterly updates (Insights into Action reports) to our clients, using actionable information gleaned from interaction analytics, to advise on potential cost savings, reductions in escalations, average customer hold times, and negative customer experiences, outline proactive steps that can generate or retain millions of dollars in revenue retention, providing true, lasting value for our clients with regular insights. In March 2021, our impact analysis efforts created an action plan for a major US retailer to improve customer satisfaction by reducing hold times, potentially increasing call capacity by over 22,000 calls per year. We also provide industry benchmarking, providing insights and recommendations across our clients’ different industries, pulling from all market insights. But what makes us so unique is that at our core, we’re not just technology providers—we bring a blend of people, processes, and technology to everything we do, delivering more efficient, comprehensive, and customized solutions to drive
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