The client faced high costs and inefficiencies in their support system, with translation tools failing to accurately convey technical terms and customer needs. Miscommunications due to language nuances and idioms led to poor customer service and increased expenses.
The Solution
Implemented a cutting-edge digital solution platform, enabling multilingual email support with English-speaking agents. Streamlined operations, integrated translation technology, and offshored tasks to Mohali, India, achieving cost reduction, improved accuracy, and enhanced customer satisfaction.
Results
95%
accuracy of email responses
(including comprehension
and grammar)
92%
service
level met
for turnaround time
63%
reduction in cost to serve by moving operations
offshore
Alorica Inc. (“Alorica”) is the holding company of various direct and indirect subsidiaries, including Systems & Services Technologies, Inc. (SST). Many of Alorica Inc.’s subsidiaries operate under the brand, Alorica,
but all remain separate legal entities.