Alorica's Technical Support Solutions Provide a Seamless Customer Experience

From generating awareness through acquisition and order management to service and support, fulfillment and retention, Alorica provides business process outsourcing solutions that span the entire customer lifecycle. Serving some of the most prominent brands in the U.S., Alorica delivers consistent superior customer service across multiple channels and languages. Its customer experience management solutions include customer care, revenue generation solutions and technical support.

Alorica has deep roots in the technical support world. Its first client was a major PC manufacturer, which the company helped evolve its support from a low-rated transactional customer experience to a highly rated transformational customer experience.

“We did not do that alone – we had a great partner and we worked together to build a great support program,” said Jeff Wixom, vice president, Customer Experience Solutions Group, Alorica, in a TMC (News - Alert) interview. “Over the years, we have continued that proud heritage by expanding our support services to cover consumer electronics of all makes and manufacturers for both in-warranty and pay-for-support – including not only PC’s and laptops, but televisions, tablets, smart phones, networking products, camera/camcorders, home theater products, and more.”

In the last several years, the business process outsourcing provider has also expanded into software support, online services, home appliances and power tools. Its capabilities to reach customers have also expanded beyond the traditional telephone contacts into e-mail, chat and social media contacts.

“Technology continues to evolve at an increasing rate and provides us with amazing new features and capabilities,” explained Wixom. “However, the reality of technology when we get it home or into the office is that it is not always intuitive, or does not always integrate seamlessly with other technologies, and sometimes just does not work right. It is a daunting task to keep up on technology trends and issues and to navigate the sea of online knowledge and social feedback. Technical support is the knowledgeable and reliable guide that adapts information in an individual and relatable way to each customer.”

Alorica’s technical support solutions give clients the freedom to focus on their core business while providing customers with a high-quality, low-frustration support experience. The business process outsourcing solutions provider offers Tier 1, 2 and 3 technical support through inbound calls, e-mails and live chat. The scope of services include solving technical repair issues, resolving billing issues or complaints, submitting service requests, up-sell and cross-sell requests, reverse logistics services and repair and refurbishment.

Through its business process outsourcing methods, Alorica’s technical support solutions customers have experienced expertise with access to skilled technical support agents, scalability with flexible staffing options to handle high, low and seasonal call volumes, reliable 24/7/365 support, multi-language support and access to advanced technology.

“I like to gauge success based on the amount of customer kudos letters that we receive,” said Wixom.

Alorica increased its staff by 300 percent, with 2,000 new agents across six domestic facilities in 90 days to support a new smartphone product launch while consistently driving strong performance.

While every client is different in process and infrastructure, the singular most common benefit that Alorica’s clients get after implementing an Alorica solution is customer satisfaction. This is a result of its customized service offering provided by competent professionals who are genuinely interested in providing the best possible solution for each individual customer. As a result, clients typically see significant gains in both customer satisfaction and first call resolution, which drive down overall costs and improve customer loyalty.

“Our support solutions provide peace of mind to our partners and their customers,” Wixom concluded. “With experienced and proven people, processes and technology, our solutions provide the best possible customer experience that continuously evolves to meet the ongoing march of technology.”

Alorica’s service solutions are easily integrated with each other, providing total turn-key solutions that include everything from technology to training, quality programs, knowledge base development, chat applications and more – all in the effort to provide a seamless customer experience.