A fast-growing New Economy company needed to rapidly scale its customer support. Although they had the drive (wink!), they didn’t possess the infrastructure or resources to do so. By turning to Alorica, with the necessary foundation and deep customer expertise to help, they added five new LOBs and ramped more than 600 agents in a year’s time—all while reducing training time and driving their NPS and AHT scores up.

Here’s a look at how they stayed on track—without ever hitting the brakes.

A Case Study on Accelerating Growth While Raising Performance

THE CHALLENGE• Fast-growing organization required flexible,

rapid ramp-ups

• Had to hit aggressive KPI goals

• Needed resources and infrastructure to scale

THE RESULTS• $2.5M saved over 12 months on reduction

in classroom time

• 600 new agents onboarded in less than a year

• 15% lift in NPS score

• Drop in handle time by 100 seconds and increasein productivity by four cases per hour

• Training time reduced from 40 hours to 12 hours

PUTTING THE PEDAL TO THE METAL:

© 2017 Alorica Inc. All rights reserved.

THE CLIENT High Expectations for Industry Experience

Right out of the gate, the client was eager to accelerate everything—its growth and its KPIs. The goals were ambitious, and they needed operational experience in how to scale the contact center. Furthermore, they were only just beginning to learn what was impacting their customer service metrics.

Meanwhile, business was booming. As a result, they needed to quickly expand their LOBs from two to seven over a short time period. To ramp up agents fast, they sought to cut down training time by more than half.

“As a new and rapidly growing company, the client required many changes to be rolled out in less than 24 hours and we needed to quickly fill in their organizational gaps. Alorica implemented new delivery geographies in less than a month—that’s how quickly the client program moved.”

–Jennifer NelsonVice President, Global Sales, Alorica

But because they were hopeful that everything could turn on a dime to meet these goals, we strapped in and got ready to floor it.

THE CHALLENGEWhen to Speed Up, When to Slow Down

While there was a learning curve on both sides, transparency and a willingness to learn from each other kept the momentum moving forward. “We thought we were agile, but our definitions were very different,” said Nelson. “They’ve actually taught us a lot about what it means to be truly agile.”

On the flip side, the client learned a great deal from Alorica’s expertise in managing processes and improving metrics. And these activities sometimes required slowing down in order to allow time for questions and careful data evaluation before successfully moving forward.

“When the client first switched over to an NPS platform, they were unfamiliar with what was being measured, how they could use it, or how the different pieces—NPS score, training program and quality program—all impact each other,” said Nelson.

But we understood it—and so we dove in to help.

An Accelerated Growth Case Study

© 2017 Alorica Inc. All rights reserved.

THE SOLUTIONEliminate the “No,” Deliver the “Yes,” and Understand the “Why”

One of the client’s favorite sayings is “Eliminate the No.” That’s how they operate and what they expect from their partners. Although the timelines were extremely short for these ambitious goals, the Alorica team rallied to deliver fast wins by:

• Understanding what was impacting NPS.Alorica’s Customer Experience Transformation(CXT) team met with the client’s operations teamon a weekly basis to analyze the data and betterunderstand what was going on. For starters, wediscovered that the QA assessments indicatedthat agents were doing a great job, but the NPSscores weren’t aligning with that data.

In taking a closer look, our team pinpointed that the QA form wasn’t measuring anything relevant to NPS or first contact resolution—an important indicator of NPS scores. We also found that the client’s canned email responses were a detractor to their NPS scores.

• Piloting new processes.Once we understood the Why, we were able tolaunch new processes with the client to pinpointwhat our agents could improve—all whileshowing the client which policies and proceduresneed to change to improve KPIs.

• Anticipating the client’s challenges.Our team was continuously learning how to“eliminate the no” and deliver on expectations.To help the client scale rapidly, our teamanalyzed the client’s foundational learningmaterials and collaborated to “cut the fat” fromthe training. This helped us to better align thelearning to focus on the tools and contentneeded to provide strong footing for the agents.We built nine self-paced modules withcomplementary facilitator guides and participantmaterials to deliver a blended learningexperience, and we also developed assessmentsto measure both skill and knowledge at theend of each topic, culminating in mid-termsand final assessments.

“A huge part of our success has been our ability to adapt to the client’s culture and to be open and honest with them and share our expertise while delivering results.”

–Tom Zempel,Client Services Director, Alorica

© 2017 Alorica Inc. All rights reserved.

An Accelerated Growth Case Study

ABOUT ALORICAAt Alorica, we only do one thing—we make lives better. How? By creating insanely great experiences for customers— online, on the phone and through social media. From acquisition and sales to customer care and support, Alorica provides a host of world-class services, including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are—including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. We call Orange County home, headquartered in Irvine, CA, with 100,000 employees in 150 locations across 16 countries around the globe.

THE OUTCOMECalibrating for Faster Proficiency and Performance Wins

By piloting a new QA form, as well as an email program where 20% of the agents drafted personalized email responses (versus the typical canned responses), Alorica gained actionable insight into what was impacting NPS scores. These insights allowed us and the client to make changes that moved our NPS scores from the bottom of the stack to being the client’s top performer.

Additionally, our willingness to step up to challenges—including onboarding 350 agents in less than two months while exceeding performance metrics—has shown that we have the motivation, expertise and scalability that our client needs to succeed. Talk about driving home a win.

In any fast-growing business, the finish line is always moving further into the distance. But we’re proud to celebrate these victories with our client:

$2.5M saved over 12 months on reduction in classroom time

600 new agents onboarded in less than a year

15% lift in NPS score due to “email free response” pilot program

Drop in handle time by 100 seconds and increase in productivity by four cases per hour

Training time reduced from 40 hours to 12 hours

866.ALORICA | sales@alorica.com | alorica.com © 2017 Alorica Inc. All rights reserved.

An Accelerated Growth Case Study