Alorica - Innovative Use of Technology in HR
Name of Organization / Company: Alorica Inc., Irvine, CA USA
Category: Award for the Innovative Use of Technology in Human Resources > Other Service Industries
Entry Title: Let’s Talk Tech: Empowering Our People to Exceed Expectations
Essay
Alorica: A Training Trailblazer:
Today’s contact center employees expect and deserve modern training tools and learning techniques. By closely following industry trends, implementing proven tactics in the workplace and tracking results to discover what works best, Alorica has established a sterling reputation with clients as the go- to training leader. Our clients rely on us for continual feedback and insight, and we’re recognized as a partner who establishes the newest and top training protocols.; in fact, Amazon depends on us to share our findings with its captive and competitor sites.
Microlearning: Bite- Sized Knowledge, Big Savings:
The era of the lecture is over. Aimed squarely at millennials, Alorica integrates e- learning, interactive video, simulations and animation to accelerate memory, mastery and agent speed- to- proficiency. We call this next- generation teaching model microlearning. Rather than retraining everyone in long, instructor- led sessions, agents watch customized videos that detail necessary program updates. Through the simple interface, microlearning solves knowledge gaps with personalized, on- demand and adaptive tools that drive faster learning and deeper comprehension. On average, we’ve reduced retraining time by as much as 80% per employee.
Results:
• A global logistics client reduced processing errors from 11% to 1% with microlearning and reduced the half- hour equivalent classroom training to a 10- minute module.
• The microlearning course was rolled out to 230 customer care agents; before the intervention, the team’s overall process compliance was at 89%.
• 30 days after the microlearning intervention, overall process compliance rose to 99%; monitoring data revealed the 1% error was an opportunity for new hires with a 30- 60 day tenure.
• A retail pharmacy company was experiencing a drop in compliance for its prescription fulfillment processes; with more than 95% of the site’s team made up of millennials, Alorica was tasked with applying a teaching method that would improve compliance as well as maintain employee interest.
• After 60 days, our efforts improved process compliance, hitting 96% to goal and outperforming non- pilot sites by as much as 62%.
• Digestible lessons drove over 20% more retention of information.
• We reduced training time by 50% relative to traditional training time.
Modern Tech for the Modern Agent:
An increasingly younger workforce requires teaching tools that reflect the demographic’s learning preferences. In addition to structuring 15- minute- or- less training blocks to ensure knowledge retention, we deploy lessons on tablets that teach through custom simulations, branched scenarios and real- world demonstrations. Our interactive curriculum improves participation and transfer of learning by 17%.
Rewarding Performance Through Gamification:
Keeping agents engaged can be difficult, especially when they are in a repetitious work environment or not physically in the same site as their friends. Alorica’s gamification program not only reinforces a fun and positive company culture but has proven to rapidly connect an agent’s individual action and behavior with tangible outcomes. For workers answering phones, that translates to more efficient call handling, fewer call escalations, higher accuracy and greater customer satisfaction.
By gamifying the work day, agents can quantify success in everything from improving skills, to achieving certification, to reaching high- impact metrics—all visible through leaderboards and social identity visualizations like badges. The bottom line? Mastery of material is accelerated, driving deeper engagement and a more satisfying employee experience.
Results:
• A retail client saw an immediate positive impact to performance, accounting for a 15% gain in CSAT.
• A major credit card company’s average handle time fell from five minutes to less than one minute.
• A digital media client saw attrition steadily drop by 74%.
LINKS:
URL 1: https://www.alorica.com/insight/alorica- microlearning- education- made- easy/