Case Study: Largest Domestic Airlines improves customer support and cuts costs with Alorica

Largest Domestic Airlines - Customer Case Study

Largest Domestic Airlines, one of the largest domestic airlines serving more than one million customers annually, needed a better way to support passengers across phone, email, chat, and co-browsing while meeting strict travel-industry compliance and security requirements. To address long wait times and improve loyalty member support, the airline turned to Alorica and its customer care, back office, and inbound/outbound services with a customized CRM solution.

Alorica built a customized CRM platform and trained agents to deliver multichannel support, including a web-based help desk and co-browse assistance for website issues. The program improved first-call resolution and customer handling, and Alorica’s work delivered measurable gains: abandoned calls dropped by 82%, email response time improved by 67% from 72 hours to 24 hours, and overall contact center costs were reduced by more than 40%.