A high-end American retailer came to Alorica to provide an offshore solution in the Philippines for its customer care and first party collections business.
Not gonna lie, it got us excited.
Alorica was tasked with onboarding a new offshore client program, but the client’s products were largely unknown to employees in the Philippines. Leveraging our deep knowledge of the retail industry, Alorica launched a customized offshore solution that utilizes hundreds of steady-state agents, enabling the client to more easily personalize the customer experience.
We began by bringing Alorica’s key team members from the Philippines over to the US for a six-week, client-customized immersion program that explored critical insights, documented call types and featured a gap analysis to train the international agents. The training curriculum was built to enable Alorica agents to solve any type of service solution across the globe. Collaborating with the client, we documented 80% of the call types and provided a gap analysis of what was required to prepare agents stationed in the Philippines to resolve customer issues. We then implemented training optimization to create four Pillars of Success specific to the program: listening, being proactive, acknowledgment, and ‘powerful politeness.’
These strategic early steps paved the way for a launch that was widely considered to be the best in client history…not that we would have accepted anything less.
Our custom client implementation solution resulted in Alorica achieving achieving its NPS goal within the first month of program launch, as well as the client’s highest Agent Effectiveness Score of any partner within the last five years. Based on the success of the program, the client has recently awarded Alorica additional business for their e-commerce program, utilizing our domestic Work at Home agents to create a highly effective blended-agent program.
Moreover, our success with this brand demonstrated Alorica’s ability to solve customer service needs from any delivery market around the world. It’s a big world out there, and we aim to be on-point everywhere.