Leading Global CX Provider Helps MLB Kick Off New Season with Two Bronze Awards for Contact Center of the Year and Customer Service Training Team of the Year
Alorica Inc., a global leader in customer experience solutions, announced today that it helped its client Major League Baseball (MLB) take home two Bronze Stevie® Awards in the 15th annual Stevie Awards for Sales & Customer Service. MLB was recognized in key categories—Contact Center of the Year and Customer Service Training Team of the Year—with operational areas supported by its contact center provider Alorica and customer experience management tool partner Zacoustic.
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“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”
“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. We’re excited for this new season.”
Despite the disruption of COVID-19 on the baseball season last year, Alorica seamlessly supported MLB’s consumer-centric culture and provided incredible experiences for MLB viewers. In the peak of Spring Training 2020, Alorica deployed hundreds of agents across several contact centers but quickly adapted when the season became delayed. As the season resumed, Alorica once again had hundreds of agents ready to handle Opening Day customer contact volumes. As a result, Alorica helped MLB achieve all-time record customer support levels on Opening Day last season—improving average handle time by 50% compared to past years, and empowering employees to become a voice for the MLB customer through strategic coaching and training opportunities.
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Per McKinsey & Company, customer service agents who are highly engaged and highly satisfied are three times more likely to feel extremely empowered to resolve customer issues. To ensure top-notch delivery to clients like MLB, Alorica keeps all associates, including their Alorica Anywhere work at home employees, engaged in the process of improving the organization’s service. For example, Alorica receives customer satisfaction data for 100% of interactions through Zacoustic’s calibration system. This unique strategy allows agents to help identify and address improvement opportunities derived from customer satisfaction insights.
“At Alorica, we pride ourselves in our industry-leading operations and solutions to deliver the best customer experiences, and we congratulate MLB on this important recognition,” added Shawn Stacy, Chief Client Officer for Alorica. “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. 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.”
Founded in 2002, The Stevie Awards organize eight of the world’s leading business awards programs. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. Winners will be recognized during a virtual awards ceremony on April 14.
