Case Study: Large Media and Broadcasting Company boosts customer reconnects with Alorica

Large Media And Broadcasting Company - Customer Case Study

Alorica worked with a large media and broadcasting company that wanted to improve the customer subscription experience and stop silent attrition among accounts identified as “likely to leave.” The client needed a better way to retain at-risk customers, and Alorica brought in customer care, technical support, and retention/reconnect expertise to help address the issue.

Alorica analyzed third-party data and built a custom “Propensity to Reconnect” scoring model, along with an optimized contact and staffing strategy for landline and cell phone customers. By improving call flows, agent confidence, and engagement tactics, Alorica increased contact rate by 57.9%, conversion rate by 44.6%, saves per hour by 46.4%, and account value saved by 11.7%, while earning eight awards for innovation and execution.