How does Alorica measure success in customer service?

Measuring success in customer service is primarily focused on the experiences that customers have and their ongoing relationship with the company. Alorica's emphasis on customer satisfaction scores reflects how well customers feel their needs are met and how engaged they are with the service provided. High customer satisfaction scores indicate that customers are likely to have positive experiences, leading to their loyalty and retention.

Retention rates further support this measurement by showing the percentage of customers who continue to engage with Alorica's services over time. A high retention rate suggests that customers find value in the service and are satisfied enough to remain loyal. Together, these metrics – customer satisfaction scores and retention rates – create a clear picture of the company's effectiveness in delivering quality customer service and fostering long-term relationships. This focus aligns with the understanding that successful customer service is about more than just efficiency; it’s about creating a positive experience that encourages customers to return.