Case Study: Major Consumer Electronics Manufacturing Company boosts CX and efficiency with Alorica

Major Consumer Electronics Manufacturing Company - Customer Case Study

Major Consumer Electronics Manufacturing Company partnered with Alorica to rebadge its contact center in Dalian, China as part of a broader move from internal to external management. The company needed to meet cultural expectations, maintain high operational efficiency and flexibility, and expand operations into a new country and continent while keeping multilingual staff engaged and onboard.

Alorica implemented a culturally sensitive transition that matched compensation and benefits, introduced daily recognition and performance-based incentives, and added technical training plus coaching to improve agent skills and customer handling. The result was a 5-point increase in CX performance, a 2.3-minute reduction in AHT, more than a 50% improvement in repeat customer interactions, a 10% reduction in repeat dispatch rate, and employee attrition of less than 2% per month.