Case Study on Customer Experience Improvement

This case study outlines the collaboration between a global sportswear and athleisure brand and Alorica to enhance the online shopping experience for customers. The client aimed to improve three primary metrics: Average Handle Time (AHT), Customer Satisfaction (CSAT), and call performance while maintaining their reputation for quality. To achieve these goals, Alorica employed a data-driven approach, utilizing their Six Sigma framework and analytics expertise to identify areas for process improvement. The analysis revealed significant issues contributing to customer dissatisfaction, including high rates of abandoned and dropped calls. In response, Alorica implemented customized strategies, including revised call scripts, enhanced training for agents, and website improvements. These actions resulted in notable improvements, such as a 75% reduction in abandoned calls, a 12% increase in CSAT, and a 59% decrease in hold times. The case study highlights the effectiveness of targeted analytics and best practices in driving customer experience enhancements.