A major multi-state, regulated power utility in the Southeast United States was concerned that it was growing faster than its local workforce could support. Seeking a long-term solution, the client entrusted Alorica to manage all customer service operations.
The results led to Alorica being ranked 10 points higher than the client’s other partners in a comprehensive market intelligence survey. Download our World Class Growth Takes a Local Team: A Rebadging and Expansion Case Study to learn more.
Prove that experience can fuel expansion.
- Retain experienced staff and improve operations
- Expand to improve performance and drive down costs
- Create an environment capable of transformation and digital adoption
- Grew rebadged staff from 85 to 290; plans to hire 400 FTE
- Agents reached speed-to-proficiency 33% faster than projected
- Assembled a 100% dedicated command center team to drive
- Ranked 10 points higher than other partners in a comprehensive
market intelligence survey
Leaning on Our Expertise
Early in the process, we introduced key client stakeholders to our Subject Matter Experts (SMEs) who would ultimately become members of the operations leadership team. The SMEs demonstrated deep utility industry domain expertise, along with a willingness to be creative and flexible, a desire to do right by the employees and an understanding of contact center operations. Thoroughly impressed, the client welcomed our offer to rebadge existing employees and assume responsibility of their site operations. And while the client did expect that their business would shift to another Alorica location, we saw potential in the area’s workforce—and presented a strategy to keep those jobs in the community. Alorica ranks 10 points higher than the client’s other partners in a comprehensive market intelligence survey
Dedicated Support Spurs Continuous Growth
Within two months of our contract, Alorica rebadged the client’s existing 85 agents. Our HR and recruitment teams then assessed top performers, updated job profiles and identified the additional resources needed to properly support customer service and financial care—effectively doubling the staff to 170 within eight months. To accommodate business continuity and expected seasonal call volumes, we quickly launched another 120 agents from an Alorica site in Tulsa, Oklahoma—reaching agent speed-to-proficiency in 60 days, versus the contract’s plan of 90 days. By the end of 2018, we are projected to grow from a headcount of 290 to upwards of 400 employees. To further strengthen our partnership, we solved for a separate part of the client’s business by assembling a dedicated “command center” team of 35 employees in the Philippines. We typically share workforce management, training, quality, analytics, reporting and other key professionals across different accounts; but in this instance, the new group provides 100% of its attention to this single client—and Alorica manages the command center business across the client’s partners and in-house operations. As a result of our creative solutioning and successful rebadge and expansion, the client has stated that Alorica has given them the impression of world-class, industry-leading, broad-based bench strength that will meet their evolving needs and objectives, and we’ve been frequently asked to share our best practices with their other partners.