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February 26, 2013

Alorica CEO Talks AloriCares, a Tough Economy and Adapting to Technology Trends to Deliver Optimal Customer Experiences

By Rachel Ramsey, TMCnet Web Editor

A recent Oracle study found that 74 percent of American senior executives strongly agree that customers’ experience impact their willingness to be loyal advocates. Six in 10 executives also strongly believe that customers will switch brands because of poor experiences, indicating that companies stand to lose up to 21 percent of annual revenue as a result of not offering a positive, consistent and brand-relevant customer experience.


Recently, Andy Lee, Alorica’s chief executive officer, sat down with Michael DeSalles, principal analyst at Frost & Sullivan (News - Alert), to highlight AloriCares, Alorica’s home agent program, and discuss the company’s future. Lee started Alorica in 1999 in an effort to solve the issue of the customer experience in the computer industry.

“We defined ‘service’ as anything that happened in the contact center, online or physical activities. So we built an infrastructure that included call centers and repair centers. We also built our own CRM system,” said Lee.

Today, Alorica’s business process outsourcing solutions span the entire customer lifecycle, from generating awareness through acquisition, order management, service and support, fulfillment and retention. The company serves a variety of industries, including the consumer goods and electronics market, telecommunications, financial services, automotive and healthcare sectors.

Alorica also has a big focus on the military. AloriCares is designed exclusively for veterans and their spouses, recruiting and hiring Wounded Warriors and American veterans of the U.S. Armed Forces, representing all four branches of the military.

“A real challenge for many of these vets and their spouses is that they can’t leave home. With the technology infrastructure we have at Alorica, it was quite effortless to create a work-at-home solution for these folks,” said Lee. “We started with a couple beliefs: 1. Contact center work can be extremely therapeutic because they are helping and solving problems every day, which gives them purpose and meaning in their lives. 2. Disable vets and their spouses make up a very talented workforce. I feel this group of people deserves a little extra attention.”

The unique factor for AloriCares is that it allows capable and disciplined individuals with an opportunity to continue to be productive citizens. Some veteran employees may not be able to make it to an office, or commute to work, as there may be physical challenges. AloriCares allow them to have meaningful, gainful employment out of the comfort of their homes. The program makes it possible for them to continue to contribute to society by having a job with plenty of opportunity to grow, learn and develop. This is the only work-at-home program that exclusively hires veterans and their spouses. 

Alorica is also a member of the 100,000 Jobs Mission, a coalition of 94 companies committed to hiring at least 100,000 U.S. military veterans by 2020. The companies have collectively hired 51,835 veterans through 2012, more than halfway to reaching its goal.

Two trends that Alorica has had to face in the past few years are a lousy economy and the growth of technology. According to Lee, Alorica has had to be more innovative with its clients and drive solutions that increase revenue per transaction and efficiency while improving the overall customer experience. More technology means consumers are interacting with companies in different ways.

“In a way, technology makes customer support more complicated,” said Lee. “So, it becomes a matter of helping customers to better use that technology.”

In the future, Lee says the company will continue to invest in technologies that provide social media, self-help and mobile applications. It will also continue to invest in technologies and concepts on building virtual communications for its work-at-home program.

“What we offer, that is a unique differentiator, is that we have the scale of a large company with the flexibility and nimbleness of a small one,” said Lee. “What clients get with us is an emotional connection to their business. They get executive commitment to their business and a deeper understanding of what they’re trying to achieve and what’s important. The advantage is - when their business changes, we can act quickly.”

To read the entire interview, click here. For more information about Alorica, visit www.alorica.com.




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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