Case Study: Largest Home Warranty Company achieves rapid offshore launch and 98.3% retention with Alorica

Largest Home Warranty Company - Customer Case Study

Largest Home Warranty Company, one of the largest home warranty providers in the US, needed to ramp a new line of business quickly and was looking to expand into near-shore/off-shore delivery for the first time. Alorica was chosen to help launch the program in the Philippines, with the challenge of recruiting, training, and getting agents up to speed in just six weeks.

Alorica implemented an offshore operating model supported by cross-functional teams, robust technology, and coordinated US- and Philippines-based training to prepare the facility, network, and agents for launch. The program went live on time, expanded from 100 seats to three times that size, achieved 98.3% retention, delivered 90% QA scores, and reduced Average Handle Time by 25% in the first 30 days.