Case Study: North American Automotive Manufacturing Company achieves better engagement and record CSAT with Alorica

North American Automotive Manufacturing Company - Customer Case Study

A North American Automotive Manufacturing Company was struggling with high agent attrition, low customer satisfaction scores, and a strained relationship with its existing contact center provider. The company turned to Alorica for a rebadging-based customer service solution that would help reset its contact center culture and improve performance.

Alorica focused on building trust through open communication, employee-first transition support, compensation increases, and an engaging launch experience for the rebadged team. The result was a smoother-than-ever transition, a 7% increase in employee satisfaction, a 5-point rise in CSAT for marketing support, the highest technical support CSAT in a year, and a 23% improvement in average days to close for customer care support.