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Contact Center Service Solutions

Alorica's contact center services offer an end-to-end solution for the entire customer service and support lifecycle. Contact center associates hold service certifications and are professionally trained in Customer Service, Lead Generation and Conversion, and Product and Service Sales. Our customer contact skills are demonstrated by our low abandonment rates, short cycle times, quick response times, high closing rates, increased sales volume and more. Alorica's Web-based Management Technology, Helix by Alorica®, captures and saves historical data on all customer interactions and enables clients to access call tracking, reporting and performance information in real-time.

Key Features

  • Technical Support

  • Customer Service

  • Help Desk

  • Billing

  • Inbound Sales

  • Outbound Sales

  • Customers and Prospect Acquisition and Retention

  • Marketing


Competitive Advantages

  • Consistent method of contact

  • Improve brand image by providing customer service associates accurate, real-time information

  • Immediate, customer issue resolution

  • Historical data capture and access to all customer service interactions

  • Marketing product and service opportunities

  • Multiple communications channels: Telephony, IVR, Web, Email, and Facsimile

  • Reduce transaction cost

  • Increase revenue generated through services

Customer Care

Customer Care is Alorica's number one priority. Alorica enables stronger customer relationships by fully implementing a customer-focused quality assurance management system that monitors service performance. With a “train the trainer” approach and constant monitoring, the focus of Alorica's contact centers is always on the highest quality of support.

Desktop Streaming

In a complex, technical Windows XP environment, customer questions may require troubleshooting, product repair, or user assistance from a remote service location. Alorica's desktop streaming solution allows a Technical Service Representative to take control of a customer's PC through the Internet and run programs, applications, or move files, supporting both software and hardware to increase first call resolution.

Data Analysis

Helix application portfolio incorporates data analysis to better understand customer behavior, customize service offers, increase revenue through services, and build proactive marketing campaigns. Helix analytic solutions allow clients to excel in making critical business decisions.

Functional Service and Support Capabilities

  • Case management

  • Call tracking and escalation

  • Call history/Event management

  • Knowledge management

  • Chat capabilities, facilitating live collaboration

  • Dispatch capabilities, ensuring service and support work flows to the appropriate service associate or Helix component interface for 100% ownership and customer responsiveness

  • Support customizing and managing up-sell/cross-sell opportunities

  • Return Material Authorization (RMA) issuance

For more information, please contact us or, if you're in the U.S., call 1-866-ALORICA (1-866-256-7422).