Case Study: Leading Financial Service Providing Company boosts loyalty program enrollment and service levels with Alorica

Leading Financial Service Providing Company - Customer Case Study

Leading Financial Service Providing Company was preparing to launch its first coalition loyalty rewards program, expecting a sharp spike in contact center demand from direct-response TV and omni-channel customer activity. Alorica supported the launch across voice, email, chat, and social media, with many consumers calling in for policy clarification, troubleshooting, and program FAQs.

Alorica implemented a three-part burstable capacity solution combining automated IVR platforms, a dedicated nearshore bilingual agent unit, a blended multi-channel agent model, and a temporary Special Events group. In the first six weeks, Alorica’s Special Events team handled over 100,000 calls, enrollment conversion exceeded 40% (10% above plan), and service levels beat expectations by 7%, driving high customer satisfaction and strong client confidence in the model.