Case Study: Leading Consumer Electronics Retailing Company improves technical support and NPS with Alorica's universal agent solution

Leading Consumer Electronics Retailing Company - Customer Case Study

A leading consumer electronics retailing company partnered with Alorica to build a “universal agent” model for technical support. The customer needed a customizable training program that could produce flexible, knowledgeable associates capable of handling support across phone, chat, and video while also fitting into the company’s distinctive culture and branding.

Alorica created a custom agent training and development program, seeded experienced agents into training, and established a Consumer Products Center of Excellence to strengthen capabilities over time. The solution reduced transfers, improved first-call resolution, and enhanced technical knowledge, helping Alorica consistently meet or exceed targets; Alorica also delivered a 67% NPS increase in the first six months and was named #1 in Agent Effectiveness.