Case Study: Leading Automotive Manufacturing Company improves customer experience and first call resolution with Alorica

Leading Automotive Manufacturing Company - Customer Case Study

Leading Automotive Manufacturing Company partnered with Alorica after recognizing the need to improve customer experience, operational efficiency, and business continuity, despite being new to contact center outsourcing. The company needed help supporting higher customer service volumes at the beginning of the week while maintaining staffing levels and improving first call resolution without raising costs, using Alorica’s Customer Experience Center (CEC) and bilingual support services.

Alorica implemented a “universal agent” model, cross-training agents to handle multiple call types and backfilling peak periods with the existing staffing model. This approach increased coverage during peak hours without increasing costs, drove a month-over-month average quality assurance score of 99.8%, and helped Alorica consistently meet service-level and adherence goals. The client also recognized Alorica with a “Voice of the Customer” award.