Case Study: Alorica improves customer empathy and agent performance with CallMiner AI

Alorica boosts eNPS from 60 to 80 with CallMiner

The customer, a top American wireless company, was struggling with inconsistent customer and agent sentiment scores across its contact centers. To diagnose the root cause, Alorica partnered with CallMiner and used its AI-powered conversation intelligence platform to analyze 100% of customer interactions.

CallMiner's AI, leveraging large language models and semantic search, identified that a lack of empathy was the key differentiator in calls. Alorica provided targeted coaching based on these insights, which resulted in a jump in eNPS scores from 60 to 80 in under a month. Furthermore, 4.7% of agents moved into the top performer category within a single quarter, demonstrating the significant impact of the solution provided by CallMiner.

Alorica