Case Study: New Economy Company scales customer support and boosts performance with Alorica

New Economy Company - Customer Case Study

New Economy Company was a fast-growing business that needed to rapidly scale customer support, add new lines of business, and meet aggressive KPI goals without the infrastructure or resources to do it alone. They turned to Alorica for customer support and operational scaling expertise to help them expand quickly while improving performance.

Alorica partnered with the client to streamline training, redesign QA measurement, pilot new email response processes, and optimize support operations through its Customer Experience Transformation team. The results included $2.5M saved over 12 months, 600 new agents onboarded in less than a year, training time cut from 40 hours to 12 hours, a 15% lift in NPS, a 100-second reduction in handle time, and productivity gains of four cases per hour.