Frank’s customers were brand enthusiasts, so "good" service was not good enough. He needed "great" service. And he needed an expert. So he considered bringing in a customer management service provider. But he had never outsourced his customer care before. Taking a calculated leap, he came to Alorica for help.
Alorica took time to help Frank understand how successful outsourcing partnerships work. We spent a lot of time understanding Frank's customers and his vision for great service. Frank spent a lot of time at Alorica’s centers to understand and become familiar with our processes. We introduced Frank to others that had been in his shoes.
Frank trusted Alorica to become an extension of his operation and lead the effort for great customer service. After meticulous planning, Alorica staffed Frank’s program with like-minded agents, applied customer analytics and a custom training program. In Frank’s words, “I can’t tell the difference between our people. You understand my brand.”