A leading automotive manufacturer and financer knew all about cars (obviously)—but was completely new to contact center outsourcing.
A leading automotive manufacturer and financer knew all about cars (obviously)—but was completely new to contact center outsourcing.
2 PagesDRIVING A NEW KIND OF CUSTOMER EXPERIENCE. A leading automotive manufacturer and financer knew all about cars (obviously) —but was completely new to contact center outsourcing. © 2019 Alorica Inc. All rights reserved. THE CHALLENGE • Support higher customer service volumes at the beginning of the week. • The client’s plan to adjust schedules was not agent-friendly. Poor agents. • Better support their customer service business. Keep staffing whole. Increase first call resolution rates without increasing costs. THE OUTCOME • Our cross-training solution increased staffing coverage during peak hours without increasing costs • We consistently exceeded our quality assurance goal with a month-over-month average score of 99.8% • Alorica was recognized by the client with the
