Alorica Inc., a global leader in customer experiences, has launched Alorica Anywhere, an end-to-end platform focused on the unique requirements of servicing clients in a work-at-home (WAH) environment. Alorica’s solution integrates its data-protected, omni-channel technology with its award-winning employee experience programs to power its globally distributed workforce. The Alorica Anywhere platform empowers agents with gamified digital tools & resources to build skills, performance and culture in a distributed workforce model. Agents give regular input on their confidence and satisfaction which fuels Alorica’s big data system to collect real time feedback on performance at every stage of the employee lifecycle and ensures continuous optimization of delivery. Dashboards provide the transparency clients expect and the tools necessary to deploy best practices, focus on critical opportunities and scale the WAH operating model globally.
“An insanely great customer experience is a direct result of an insanely great employee experience,” said Chief Marketing Officer Colson Hillier. “And what worked in a brick-and-mortar environment doesn’t necessarily translate in this new virtual world. So, we took our proven service blueprint process for improving CX and applied it to our own operations to create this new WAH delivery model. It’s an entirely new system derived from our big data learnings, unique culture and 17 years of WAH experience, and it’s been critical to transitioning nearly 70% of our global workforce to a distributed model while maintaining performance for clients.”
The Alorica Anywhere platform has been an important driver in the company’s WAH success, having re-engineered Alorica’s system to adapt to the ‘new norm’. This includes offering 100% virtual hiring, instructional design customized for WAH training, new agent-assist tools and real time performance dashboards. As a result of its launch, our WAH delivery yielded a 7% increase in eNPS (Employee Net Promoter Score), leading to improved attrition and fill rates, 6% better overall performance and 100% continuity of services for hundreds of clients across all industries.
“We’re optimizing both the employee and customer experience through our digital platforms, data intelligence and ability to make calculated changes at every level throughout the organization. Our philosophy is to act on the feedback from agents who are closest to the customer and leverage technology to capture, interpret and use data from a broad range of ‘listening posts’ including speech analytics, anomaly detection, eNPS and performance reports. We aggregate these signals and quickly troubleshoot issues through our AI-enabled platform to ensure confident employees are delivering exceptional performance while maintaining a positive culture in a digital environment,” explained Hillier.
One of the most well-protected digital platforms for highly complex and confidential customer data, Alorica Anywhere touts world-class security that meets various industry standards and includes features like data masking, identity management, access-control desktops, secure payment transactions and more. Building on 17 years of experience in work-at-home delivery, the Alorica Anywhere platform is designed to enable agents to deliver advanced CX services with global scale. For more information about Alorica Anywhere and other service offerings, visit www.Alorica.com.
Alorica is a global leader in customer experience solutions. We are made up of 100,000 passionate problem solvers who make lives better through positive customer interactions—at every touchpoint—across voice, chat and social. Leveraging innovative technologies—including intelligent automation and a comprehensive analytics suite—we support the world’s most respected brands with the best talent and resources necessary to create insanely great experiences. Alorica provides a host of world-class services—from customer care to financial solutions and digital services—to clients across industries of all kinds, many of whom are on the Fortune 500. Alorica contact centers and operation hubs span the globe with locations in 14 countries. To learn more, visit www.Alorica.com.