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).
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