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January 29, 2013

Alorica's Back Office Solutions Create Opportunities, Deliver Results

By Rachel Ramsey, TMCnet Web Editor

From data entry to e-mail management, your company’s back office functions are a vital component of its customer service operations. But these behind the-scenes tasks can consume significant time, capital, and resources–at the expense of core activities that are the lifeblood of your business.


Turning to a business process outsourcer enables companies to focus on bigger priorities while placing non-core business functions in expert, capable hands.

Business process outsourcing provider Alorica offers back office solutions that can be integrated with customer care programs to provide an outstanding customer experience -- one that is completely seamless for customers and highly cost-effective for business. By helping you to significantly lower overheadcosts and streamline your operations, Alorica’s back office solutions position your organization for long-term growth and profitability.

“Alorica has demonstrated an ability to ramp up quickly while minimizing the learning curve after new hire training. Alorica has been utilized as a ‘Test Kitchen’ for clients due to our flexibility, innovative solutions, and performance record,” explained Dan Tompkins, senior director client services, Alorica, in a TMCnet interview. “We offer a secured work space (if requested) and have implemented internal process reviews to ensure contract compliance. Alorica believes in creating opportunities for clients and delivering results.”

Alorica offers traditional back office functions such as general inquiry, customer service case setup, customer follow-up, inbound/outbound call handling, fulfillment and transaction processing. In addition, Alorica offers innovative solutions while utilizing chat functions, click to call and live website assistance.

Alorica also offers a cost-effective outsourcing alternative to client in-house solutions. According to Tompkins, Alorica has proven to be “quicker to market” with the implementation new client ideas (as opposed to internal client solutions) and it has a long history of exceeding client SLAs/KPIs.

Companies from a variety of industries, including financial services, automotive, media and entertainment and telecommunications companies, have utilized Alorica’s back office solutions for rewards/affinity programs. Its offshore, back office solution resulted in 78 percent cost savings for a leading investment management company, and through automation of a contract process by utilizing a proprietary imaging and auto faxing system, Alorica significantly reduced the number of agents from 400 to approximately 100, resulting in annual labor savings of $7.5 million.

Recently, Alorica was recognized as a Leader in Gartner’s Magic Quadrant for Customer Management Contact Center BPO Worldwide. To be recognized for the Magic Quadrant, companies must have customer management contact center BPO business expertise, organizational expertise and industry expertise, experience in multi-CM vendor/product environment, technical excellence, CM contact center BPO program and project management expertise, and the ability for innovation and capabilities to deliver CM contact center BPO services through onshore, near-shore or offshore service delivery model.

To learn more about Alorica and is back office solutions, click here.

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




Edited by Ashley Caputo


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About Alorica

Alorica is a leading Business Process Outsourcing Provider of customer management solutions spanning the entire customer lifecycle. From customer acquisition and sales, customer care and support, supply chain and fulfillment, to social CRM and mobile, Alorica offers a seamless customer experience across all service channels. Alorica's award-winning Business Process Outsourcing services span both the Business-to-Consumer (B2C) and Business-to-Business (B2B) sectors across all industries for Fortune 1000 companies. Headquartered in Irvine, California with over 20,000 employees in over 40 domestic, near-shore, and offshore customer management centers, Alorica believes in creating opportunities for its clients, people, and in its communities. For more information, please visit www.alorica.com.

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