Alorica Solutions Help MLB Win Two Stevie Awards

Customer experience solution provider Alorica has announced it’s longtime partnership with Major League Baseball has helped the organization secure two bronzie Stevie Awards for Sales and Customer Service. This year marked the 15th anniversary of the award, which recognizes leading business performance from more than 70 nations across the globe.

This year the MLB (News - Alert) was nominated in two categories, Contact Center of the Year and Customer Service Training Team of the Year. The MLB worked closely with Alorica during the pandemic last season, by deploying contact center agents when the regular season became delayed due to restrictions. The quick preparation and training that both the MLB and Alorica went through prior to opening day allowed both companies to thrive during opening day, which reportedly experienced its highest level of customer support volume ever.

“We operate a vast number of properties in order to give our fans the best experience possible, which requires a partner with expertise, scale and flexibility to create and maintain meaningful customer experiences and satisfaction across all brand platforms and touchpoints,” said Raymond Maccio, Senior Vice President of E-commerce & Customer Service for MLB. “During a tumultuous time, sports have continued to serve as a welcome reprieve from the stresses associated with the pandemic. We couldn’t do what we do so successfully without the remarkable work of partners like Alorica that share our commitment to providing the best customer experience for our patrons.”

Representatives at Alorica claim that the company’s high rate of customer success is due to data analysis from Zacoustic’s calibration system, which the company uses to pinpoint opportunities for experience improvement.

“Despite the inherent challenges associated with the 2020 season, both Alorica and MLB were committed to keeping the customer’s experience at the center of our planning and execution,” added Shawn Stacy, Chief Client Officer for Alorica. “The success of our shared efforts demonstrates Alorica’s commitment to bring together the right combination of technology and data to drive performance analytics, leading to award-winning results in a rapidly changing environment.”

Edited by Maurice Nagle