Case Study: Nation’s Leading Energy Producer and Transporter Improves Customer Service and Cuts Costs with Alorica

Nation’s Leading Producing And Transporting of Energy Company - Customer Case Study

Nation’s Leading Producing And Transporting of Energy Company partnered with Alorica to improve customer satisfaction, reduce costs, and manage rising call volume from anticipated rate and fuel increases. The company needed a flexible customer contact solution that could handle weekly spikes, support both IVR and agent-based services, and stay compliant while improving efficiency and service quality.

Alorica delivered a blended solution combining network ACD routing, natural language speech recognition, Alorica At Home agents, and Spectrum workforce management to balance automation with live support. As a result, the company reduced annual call minutes by 9.8%, answered 100% of calls in 60 seconds or less, increased third-party transfer conversions from under 20% to over 70% for a 250% revenue lift, and cut escalated transfer rates by 50%, while improving compliance and customer satisfaction.