Happier customers. Fewer returns. And flexibility to meet your customers’ needs.
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Customers expect an ongoing, positive relationship with your brand—but nothing is more frustrating than when they don’t know where to turn for help. This frustration can quickly turn into poor reviews and lost loyalty if customers are bounced around between the store, manufacturer and warranty provider when they’re seeking support.
Alorica’s customer service technology, call center outsourcing and back office services have helped the world’s largest retailers avoid this scenario, and achieve the industry’s highest customer satisfaction rankings. With our high-touch, “no dead-ends” customer service solution, retailers experience a steep decline in customer frustration and costly product returns, while customers enjoy VIP treatment.
Burstable and scalable staffing solutions let us deploy across 100 locations and thousands of Work-at-Home agents
Data-driven insights help to enhance the customer experience and improve outcomes
High-touch triage and troubleshooting support reduces costly product returns
A leading global retailer was ranked #1 in having the best retail return policy—yet the program was very costly for high-end electronics—and a tech support outsourcing solution was needed that would reduce returns while still differentiating their service to members.
View Case StudyA global retailer needed increased flexibility to triple resources during the holidays—something only our BPO and customer service outsourcing services could provide. Alorica implemented a unique new-hire training approach, increasing the speed to proficiency for technical support staffing during steady state and holiday seasonal ramps.
Training: Reduced new-hire training from 12 weeks to just 4 weeks
Staffing: Successfully completed yearly 3x staffing ramps for holiday season since 2005
Average year-over-year quality improvement with increased agent performance
Alorica’s Work-at-Home solution of thousands of work-at-home agents virtual call center outsourcing agents allows us to easily support zero calls one hour—and 100,000 calls an hour later—for a national shopping network.
Hours of training at Alorica brought agents up to speed, compared to 80 hours needed internally
Increase in staffing within 3 hours’ notice; Alorica can create on-demand redundancy when a client’s site goes down unexpectedly (in this case, due to weather emergency)
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A leading global retailer was ranked #1 in having the best retail return policy—yet the program was very costly for high-end electronics—and a tech support outsourcing solution was needed that would reduce returns while still differentiating their service to members.
A leading consumer electronics retailer required a custom technical support outsourcing solution to meet their staffing needs while maintaining their current branding and culture.
A high-end American retailer came to Alorica to provide its first ever offshore customer service outsourcing solution in the Philippines for customer care and first party collections.
Your business has unique customer management needs. See the difference a personalized solution can mean to your customer retention, satisfaction, and bottom line.
