TAKING ACTION AND IMPROVING EMPLOYEE SATISFACTION.
A North American automotive manufacturer was at wit’s end. High attrition and poor customer satisfaction from a frustratingly ineffective customer service provider led the company to reach for the reset button—and to rebadge with Alorica. As a result, the client experienced a 7% increase in employee satisfaction and record-breaking CSAT scores.
Download and read the case study to learn more.
- High agent attrition
- Low customer satisfaction scores
- Poor relationship with current vendor
- 7% increase in employee satisfaction
- 40+ town halls held for 600 employees
- Quarterly business reviews with client to add value
and improve partnership
- Participation from all levels of Alorica (including
CEO) to ensure success
Poor Contact Center Culture = High Attrition, Low Customer Satisfaction
As a major automotive manufacturer, the client had a long history of outsourcing its contact center operations. However, when their contact center was acquired by a new vendor, an already-mediocre relationship turned sour. Attrition went up, customer satisfaction metrics nosedived, and the client began to seek out a new partner.
It was imperative that their new provider would:
- Truly care and provide for their employees
- Demonstrate a commitment to the North American market
- Possess a scalable footprint and management team
As a leader in employee satisfaction—and with the largest footprint in North America—Alorica was the perfect match. And we were ready to prove it.
“We invested heavily up front in showing that we mean business when we say that we provide a great culture for our employees, but we also planted the seed that we still have high expectations around performance.” –Jason Smith, Vice President, Travel and Automotive, Alorica
Building an Insanely Great Culture…
Our first critical step was to gain employee trust. We actively engaged our team members and gave them the incentives and tools needed to excel in their roles. Alorica was going to be a different kind of company— here’s how we did it:
- Met or exceeded previous compensation
Alorica worked with employees to verify their current compensation. Then, through initial wage contracts and planned wage raises shortly after launch, Alorica increased annual employee compensation by as much as 15%.
- Committed to open communication & transparency
Immediately after signing a contract with the client, Alorica held more than 40 town halls for the site’s 600 employees to answer questions and explain how we would create a better work culture. In addition, we sent out daily email communications with rebadge updates and provided an email address where employees could reach us directly about issues that mattered most to them.
- Ensured continuity and an employee-first mindset throughout the transition
Alorica went to great lengths to guarantee that there would be no lapse in pay during the transition. If funds weren’t transferred to an employee’s account, they could get a pay card, providing instant access to their wages.
- Provided a fun, energetic environment
During the rebadge launch, Alorica boosted employee morale with a multi-day ribbon cutting event, featuring catered lunches for team members, on-site DJs and other fun events. Even our CEO, Andy Lee, came out to welcome the new employees to Alorica!
…and Showing Our Client that We’re a Different Kind of Partner.
We went above and beyond (it’s what we do!) and pulled together a cross-functional team to document issues and identify opportunities. Setting up formal quarterly business reviews, the team shared tangible materials and details that communicated how Alorica was exceeding KPIs and cultural performance expectations, while constantly reviewing opportunities to improve
Better Engagement. Better Performance. A Better Partnership.
Our commitment to transparency and clear communications formed the foundation for a wildly successful rebadge. Because of our efforts, we achieved:
According to the client, this was the smoothest rebadge transition they’d experienced, bar none.
Let’s be honest—that makes us feel pretty darn good.