Alorica's Business Process Outsourcing Solutions Create Customers for Life

When it comes to operating a successful business, the most important aspect is the customer experience. If you have no customers, you have no business. Alorica, a provider of business process outsourcing solutions, understands this completely. Its solutions are designed to help maximize the value of customer relationships across multiple channels and touch points, spanning the entire customer lifecycle, from generating awareness to order management, service and support, fulfillment and retention. Through its customer care solutions, Alorica offers a variety of services to help boost customer acquisition and retention, grow brand favorability and create customers for life.

Its prominent and successful customer care solutions include virtual training, virtual interviews, process innovation, content development, eLearning, product lab and product specialists, social media and ecommerce.

“By providing a virtual training environment for our clients, we help them to reduce travel expenses while simultaneously providing them with the ability to train remotely, and to observe the training classes that are being delivered on-site,” explained Thad Rooney, vice president operations, Alorica, in a TMCnet interview. “Allowing our clients the opportunity to provide input on hiring decisions remotely has proven to be a very successful endeavor as it has allowed the client to get a ‘real feel’ of our recruitment and selection process as it pertains to their specific program.”

The process innovation team at Alorica works closely with its clients to identify needs and to provide solutions. The processes that have been developed include:

• Super Agent Model: Allows agents to focus on one product type. Prior to the implementation, agents took calls for every product type. The Super Agent model allows them to focus on becoming experts on a specific product type, improving the agent performance and product knowledge.
• Transfer processes for second-level support
• Daily, weekly and monthly reporting to help identify areas of improvement and highlight successes

In order to assist its clients, Alorica works in cooperation with client-side teams to ensure that its agents have the necessary product and policy information to assist their customers. The content development teams are solely responsible for the updating of the clients knowledge base as well as the creation of job aids and facilitation of ongoing training.

Alorica also works hand-in-hand with clients to ensure compliance with agent testing via the eLearning online software. eLearning assists Alorica in identifying potential gaps in knowledge as well as training opportunities to better prepare agents for handling our client’s customers.

“Companies should turn to Alorica’s customer care solutions because we have proven results with some of the largest companies in their respective markets,” said Rooney. “Alorica will work with individual clients to identify areas of opportunity and innovative solutions for those needs. Alorica will tailor our solutions to meet the business needs of all of our clients.”

Products that are provided for training and troubleshooting are placed in functioning product labs. These labs provide agents with the opportunity to conduct live hands-on training. Alorica also provides product specialists that conduct the training sessions, and work with clients to ensure that all training materials current and relevant for its agents.

“This hands-on training is critical as complexity levels for many products have increased exponentially recently and will allow the agents to actually experience what our client’s customers are experiencing real time in an effort to provide them with world class service,” explained Rooney.

Image via Shutterstock

In order to reduce costs incurred by the client for unnecessary dispatching of service center personnel, Alorica has worked to provide a triage system for its clients. The triage team conducts further troubleshooting with the customer, and if the issue is able to be resolved, cancels the service ticket. These teams are a secondary line of defense to its existing T1 and T2 structures and have proven to provide its clients a significant cost savings.

In an additional effort to combat non-defect service orders, Alorica has created a service dispatch team, which creates all in-home service orders. By adding an additional agent to conduct troubleshooting and create the service order, it is able to further reduce these unnecessary costs. The team is also responsible for contacting authorized service centers to follow up on existing service requests in an effort to reduce the time taken from service set up to repair completion. Due to the work of Alorica’s triage and service dispatch teams, clients have seen a significant reduction in their in-warranty repair costs.

In today’s world of social media visibility, it is more important than ever to maintain a positive presence on Facebook (News - Alert), Twitter, Reddit and other social media sites. Alorica has worked with our clients to provide real time answers to questions and comments posted on these sites. As the world turns more and more to the Internet instead of local retailers for their purchasing needs, companies have turned their focus more in that direction. Alorica is working closely with its clients to provide service for customers that have chosen the Internet for their purchases and are in need of support.

Alorica utilizes all of the above solutions to boost customer acquisition and retention by working with its clients to ensure that we are providing its agents with all of the resources and knowledge through training and coaching.

“Our process innovation team works with our clients to ensure that we are meeting and exceeding our key performance indicators,” explained Rooney. “Our product specialists work with our clients to provide the best possible training for our agents, utilizing the state of the art product labs for hands-on training. Our service dispatch and triage teams have a proven record of saving our clients from incurring additional costs.”

Clients that turn to Alorica for its customer care solutions include Fortune 500 wireless carriers, financial services institutions, consumer goods clients, media and entertainment providers, and retailers.

“The aforementioned solutions are part of Alorica’s overall commitment to exceeding our clients’ expectations and providing the best service to all of our clients. Whether it is customer service, technical support, e-mail support, or eCommerce support, our customer care solutions are an integral part of the Alorica package,” Rooney said.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.