Case Study: High-End American Retailing Company achieves record launch success with Alorica customer care solutions

High-End American Retailing Company - Customer Case Study

High-End American Retailing Company partnered with Alorica to launch an offshore customer care and first-party collections program in the Philippines. The retailer’s products were largely unfamiliar to agents there, creating a need for a tailored training and support approach to deliver a strong customer experience.

Alorica responded with a customized implementation that included a six-week immersion program in the U.S. for key Philippines-based team members, a gap analysis, documentation of 80% of call types, and training built around four pillars: listening, being proactive, acknowledgment, and “powerful politeness.” As a result, Alorica hit the client’s NPS goal within the first month, delivered the client’s highest Agent Effectiveness Score among partners in five years, and won additional e-commerce business for a blended domestic work-at-home model.