This information was provided at the media announcement in Topeka, Kansas on Monday, May 7, 2007
About Alorica Inc.
Alorica Inc., headquartered in Chino, California, provides outsourced customer service operations through its 12 contact and fulfillment centers—10 located in the U.S, and two located in the Philippines. Alorica serves Fortune 500 clients in the consumer electronics, retail, and wireless industries.
Alorica uses an integrated business model, and its own web-based enterprise customer relationship management (CRM) software suite, Helix by Alorica®. With its integrated solutions that span the complete after-sales service lifecycle, Alorica offers
Background
Founded in 1999, Alorica today employs 7,000 people in 12 locations worldwide.
“Alorica’s phenomenal growth stems from our commitment to service excellence and our commitment to people development,” says Andy Lee, CEO/founder of Alorica. “Contact center associates are professionally trained in customer service.”
Why Outsource Customer Service?
Companies choose to “outsource” or contract their customer interaction and infrastructure--including call centers, fulfillment centers, and warranty repair centers--to provide more efficient and cost-effective service to their customers.
Turning to an outsourced provider that specializes in customer service can help companies maintain and optimize their customer base and at the same time reduce their overall costs.
“Our company is thriving because companies realize that their most important asset is their existing customer,” says Lee. “Companies wish to maintain and optimize their existing customer base by providing as much value as possible. Therefore, many companies are turning to an outsourced provider that specializes in customer service while reducing their overall costs.”
Helix by Alorica®: a Web-Based Technology Platform
Alorica’s customer service solutions are provided with the aid of the Helix by Alorica®, a web-based technology management service platform. “Helix is the first customer service software developed specifically to bridge customer relations management (CRM) support from the ‘front-end’ call center agents, those interacting with customers by phone, e-mail or other communications channels, and ‘back-end’ warehouse personnel receiving returned products, overseeing repairs and shipping replacement or refurbished products to the customer,” says Lee. Helix is comprised of components that can be implemented independently or integrated as one or multiple solutions, he explains. Clients may choose the scope of solutions that best fits their situation.
Contact Center Services
Alorica’s contact center services offer “end-to-end solutions for the entire customer service and support lifecycle,” says Lee. “Alorica’s Web-based management technology Helix by Alorica® captures and saves historical data on all customer interactions and enables clients to access call tracking, reporting, and performance information in real-time.”
“Contact center agents are professionally trained in customer service, lead generation and conversion, and product and service sales,” says Jeffrey Sopko, vice president of human resources at Alorica. “We are known for being the high-quality service provider, consistently providing high service levels and customer satisfaction.”
Key Features:
Support Capabilities:
Reverse/Service Logistics
“Alorica is the first service management firm to integrate service logistics management (SLM) into its customer service solutions,” says Lee. “With our superior levels of service value and performance, we can help companies avoid the product from ever entering the reverse channel. The key to a successful returns management program is to prevent the return!”
Reverse Logistics Solutions
Products Supported Capabilities
Alorica Locations