Alorica's Revenue Generation Solutions Improve Sales, Build Customer Loyalty

A continuous flow of new sales leads is the lifeblood of any business, essential to maintaining healthy growth. Through Alorica’s inbound and outbound sales solutions, it supports the business-to-consumer (B2C) and business-to-business (B2B) sectors and range from lead generation and qualification programs to complex up-selling/cross-selling and win-back initiatives.

Alorica, a provider of business process outsourcing solutions that span the entire customer lifecycle, offers revenue generation solutions that include inbound and outbound services. With more than 25 years of experience, Alorica takes an unconventional approach to generating revenue for its clients.

“First we consider the goals and objectives that the client expects,” explained Rey Ortega, vice president operations, Alorica. “We review the current expectations and standards the client requires, evaluate the sales metrics the client targets, and review everything from the sales call flow process to the key behaviors and profile of the agent that will be successful given the specific client. This is a key element of our success as the profile of the right agent will lend itself to a more successful and effective sales experience for our client.”

“Once we have the basics, we then begin our relentless pursuit to both analyze and improve the sales process through our analytical approach,” said Ortega. “We do this by leveraging not only the client's sales CRM but in many instances we also leverage our internal CRM to more accurately gather detailed sales data which downloads into our proprietary analytics application.”

Alorica brings into analytics all relevant data that will help improve sales, including retention rates and win-back conversions. It also analyzes and tracks no-sale reasons as well as rebuttals, which are proving successful.

Through its business process outsourcing methods, Alorica’s clients have experienced increased customer acquisition, growth in market share, strengthened customer loyalty, reduced customer attrition and increased total customer lifetime value.

“Additionally, through the use of our CRM we can also see sales effectiveness by client marketing campaign and customer region,” said Ortega. “This analysis allows us to better position the sales approach for our client's customers. This continuous ongoing analysis and approach allows Alorica to identify levers and winning tactics to maximize the client's ROI to ensure we not only meet but exceed their expectations.”

Utilizing this approach, Alorica has transformed the way its clients measure and drive their sales performance.

“For instance, based on analysis Alorica made on a sales program for a well-known entertainment client, we transformed the focus and strategy our client took to generate sales,” said Ortega. “Through the use of our proprietary CRM and analytical tools, we realized that getting customers to a credit check as part of our key focus was instrumental to closing the sale. The focus on this program went from trying to simply convert the sale to building rapport with the customer through our sales process to get that customer to the credit check.”

Ultimately, this slight adjustment to its sales strategy enabled Alorica to improve its customer's annual sales, thus realizing almost an additional $7.8 million in annual sales. Most recently, Alorica launched a retention program and through its specific recruiting, interviewing and sales training, Alorica has jumped out of the gate in first place out of two other providers. Its methodical approach to sales training while bringing together a sales-focused management team to ensure the proper sales culture assures Alorica of success from the very start. For this program, this is just the beginning as its process to analyze, control and improve is only beginning. The expectation is that Alorica will continue to separate and differentiate itself as it gains more and more knowledge of the client's customers. 

The same methodical approach Alorica takes on sales programs, it also takes on any type of program. Whether it is customer care, tech support or even fulfillment, its teams understand that for Alorica to assert itself as a leader in the industry, it must go above and beyond its clients’ expectations. This is one of the reasons it looks for long-standing partnerships with clients instead of the standard transactional approach many business process outsourcing companies in the industry manage to.