Case Study: Major Communications Providing Company achieves higher customer satisfaction and millions in savings with Alorica

Major Communications Providing Company - Customer Case Study

Major Communications Providing Company partnered with Alorica to launch an inbound customer service program for billing and general inquiries, but the scope changed late in the process. Two weeks before training ended, the focus shifted to troubleshooting and technical support to reduce unnecessary service dispatches, and then expanded again just after launch to include upselling ancillary products and services.

Alorica responded by adding specialty sales, VOC, coaching, analytics, and leadership resources, including sales-after-service coaches, business intelligence analysts, VOC coaches, and a ticket quality management group. These efforts helped Alorica exceed performance targets, deliver its highest Voice of the Customer scores among outsourcers, outperform internal domestic centers, meet glide path goals despite the scope changes, and save the client millions by reducing costly non-qualified dispatches.