Retail & Consumer Goods

Happier customers. Fewer returns. And flexibility to meet your customers’ needs.

Deliver the integrated retail experiences that savvy shoppers demand.

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 has 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” solution, retailers experience a steep decline in customer frustration and costly product returns, while customers enjoy VIP treatment.

Industry experience and insights.

  • Serving the world’s largest retailers
  • 100% increase in retail seasonal staffing flexibility
  • Over 10,000 product SKUs within each custom knowledgebase for quick troubleshooting

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Burstable and scalable staffing solutions let us deploy across 150 locations and thousands of Work-at-Home agents

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Data-driven insights help to enhance the customer experience and improve outcomes

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High-touch triage and troubleshooting support reduces costly product returns

Results you can measure.

  • 20% reduction in electronics returns for a global retailer utilizing Alorica’s white glove solution
  • $13 million saved for a global consumer electronics retailer with omni-channel redesign
  • 33% increase in average NPS realized by a major big box retailer

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Putting the customer at the center of it all.

  • Customer Experience Transformation (CxT) services bridge online and offline customer journeys by analyzing customer behaviors and optimizing contact channels
  • White Glove technical support provides a premium customer experience while reducing product returns, call transfers and “dead ends” between the retailer and manufacturer
  • Quick customer resolutions achieved with product labs and custom troubleshooting tools, continually maintained from our deep network of retail buyers and manufacturers
  • Revenue generation services help acquire, upsell and renew your products, while financial care services help maintain relationships by keeping customer accounts in good standing

The Gloves Go On

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 solution was needed that would reduce returns while still differentiating their service to members.

View Case Study
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reduction in returns for high-end electronics
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OEM relationships
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saved in costly product returns

‘Tis the season for nimble talent.

A global retailer needed increased flexibility to triple resources during the holidays. Alorica implemented a unique new-hire training approach, increasing the speed to proficiency for technical support staffing during steady state and holiday seasonal ramps.

3x faster

Training: Reduced new-hire training from 12 weeks to just 4 weeks

3x faster

Staffing: Successfully completed yearly 3x staffing ramps for holiday season since 2005

21%

Average year-over-year quality improvement with increased agent performance

From going dark to hitting full strength—in 1 hour.

Alorica’s Work-at-Home solution of more than 6,000 virtual agents allows us to easily support zero calls one hour—and 100,000 calls an hour later—for a national shopping network.

20

Hours of training at Alorica brought agents up to speed, compared to 80 hours needed internally

200%

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)

Let's get started.

Your business has unique customer management needs. See the difference a personalized solution can mean to your customer retention, satisfaction, and bottom line.