Ready for Takeoff: Meeting client expansions with industry-leading, flexible, scalable CX

When a long-standing North American airline client was acquired by a larger carrier, the merger created an urgent need to scale customer experience operations across reservations, sales, and customer service without sacrificing performance. This case study explores how Alorica supported seamless integration across two airline brands by rapidly ramping nearshore operations in Jamaica and the Dominican Republic, delivering multilingual support, specialized training, and consistent KPI performance. The result was award-winning CX, top rankings across key metrics, and a scalable foundation to support continued growth in a highly competitive travel industry.

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Alorica Inc. (“Alorica”) is the holding company of various direct and indirect subsidiaries, including Systems & Services Technologies, Inc. (SST), NMLS 950746. Many of Alorica Inc.’s subsidiaries operate under the brand, Alorica, but all remain separate legal entities.