Outsourcing Solutions for the Telecommunications Industry

For today’s telecommunications companies, sustaining profitability has become an uphill battle. Customers want newer, more innovative products and services, more value for every dollar, and personalized attention. Economic and regulatory pressures are mounting by the day. As a result, telecom and wireless providers must discover new ways to satisfy customer demands and maintain loyalty without making their profit margins disappear.

Alorica is a provider of business process outsourcing solutions that span the entire customer lifecycle. It boasts a vast and varied client portfolio that span a broad spectrum of industries. With an average client tenure of more than thirteen years, it possesses capabilities and insights that come from working with some of the world’s most respected brands.

With a wealth of experience-based business process outsourcing (BPO)  knowledge, Alorica helps telecommunications and wireless providers stay competitive and profitable in today’s tough business climate. Our customer life cycle solutions can be fully integrated to help you lower costs, streamline interdepartmental communication and coordination, and significantlyenhance customer service delivery.

Alorica’s proven customer lifecycle solutions and innovative methodologies empower you to provide fast, responsive service along with the convenient billing and payment options your customers demand. Whether we’re welcoming brand-new customers or handling a complex tech support request, Alorica turns basic consumer interactions into meaningful connections, helping you create customers for life.

For the telecommunications industry, Alorica serves the end-to-end experience. It offers retail, back office, billing, care (tier 1 and tier 2), retention, online support (chat and e-mail) and analytics. Its services include voice, e-mail, chat, social media, data (analytics) in wireline (DSL, POTS) and wireless (IPTV (News - Alert), CVOIP, HSIA, Mobility). Alorica’s services also include an endbound solution and franchise ramp model.  

“At Alorica we have clients in the telecommunication industry who have multiple channels within the same line of business,” explained Kristina Chavis, vice president operations, Alorica. “For example, for the wireless business we have centers that support sales, billing, care (tier 1 and tier 2) and retention. Due to the call fallout in IVRs many calls are misdirected or the agent has a dependent need on a department. Because we service the upstream and downstream partners, we can warm transfer from center to center with priority skill to reduce the customer’s effort and increase the net promoter scores.”

This process is a cost savings for handle time, repeat calls and reduced churn. The term “endbounding” is used because call does not repeat and ends on the first inbound. Alorica utilizes its own infrastructure and competence for both the endbound solution as well as the franchise model. It doesn’t require any resources other than permission from the client.

Alorica has automated a contract process by utilizing a proprietary imaging and auto-faxing system for a major telecom client. The system significantly reduced the number of agents from 400 to approximately 100 required for this program, resulting in annual labor savings of $7.5 million.

Also, the business process outsourcing provider was ranked No. 1 consumer vendor on its wireless client’s balanced scorecard for 12 consecutive months, and recognized as top-tier partner based on consistently high net promoter score (customer loyalty) and first call resolution results across multiple lines of business for technical support.

“Our leadership intern program builds a base of front line managers who have demonstrated success,” said Chavis. “Each manager is given a six month to one year stint in the new center. The objective is to transfer knowledge over time and build a good bench.”

Serving the telecommunications industry, Alorica’s clients include telecommunication service providers, fixed-line voice service providers, broadband Internet service providers and wireless telecommunications carriers. Due to Alorica’s diverse client portfolio, it is able to ramp centers using experienced leadership and trainers from the same lines of business. The franchise ramp model offers a solution to the clients need to shorten the learning curve of a new center.

“One of our clients had some functionality in an existing tool that wasn’t utilized in some of our accounts but was used in others. We were able to identify the opportunity with the client, run a pilot and demonstrate to the client how it prevented repeats and in a separate best practice it reduced handle time,” said Chavis. “The client is preparing to launch this functionality enterprise-wide. Because we have a lens into the end to end process, we are able to show apply best practices.”

Alorica is able to affect change because of its ability to work across multiple the company’s multiple channels and departments.

“We have a strong bench in all lines of the telecommunication business that ensures healthy growth with a shortened learning curve,” said Chavis. “We have a solutions team where their role is to provide solutions to the clients without them having to make major investments.”

No matter the nature or size of your business, Alorica’s business process outsourcing solutions are tailored to fit your unique goals, challenges, and requirements — and they grow with your organization as your needs evolve. By helping you maximize the value of your customer relationships across multiple channels and touch points, its suite of BPO solutions empower you to realize long-term relationships with your customers.

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