Case Study: Multinational Leader In Technology And Consumer Electronics Company achieves continuous innovation and cost savings with Alorica

Multinational Leader In Technology And Consumer Electronics Company - Customer Case Study

Multinational Leader In Technology And Consumer Electronics Company needed a strategic partner, not just a vendor, to deliver highly skilled technical support and customer service with greater transparency, flexibility, and innovation. Its internal and existing operations were not meeting expectations, so it looked for a co-managed solution that could improve service quality across its contact center network.

Alorica launched the partnership in a new U.S. facility with a center-of-excellence model providing Tier 1–Tier 2 technical support, customer care, revenue generation, and back-office processing across phone, email, web/chat, co-browse, and social channels. The program quickly expanded to thousands of agents across 50+ business segments and multiple sites, and Alorica’s Process Innovation team completed 157 projects in 2014, driving millions of dollars in annual cost savings through operational optimization, fewer truck rolls, and improved performance.