Depot Repair Centers

Alorica’s after-market depot repair services offer customers an additional service option for resolving problems with defective products. To service customers efficiently, Helix by Alorica® Integrated Enterprise System enables a complete view of customers, products, and service order requirements by capturing defective product information and tracking customer services until the service order is closed.

Depot repair operations include contact center service agents who create service orders for processing customer returns and repairs. When product problems cannot be diagnosed and resolved immediately, service agents create service records, detailing the customer’s service order requirements. When service order requirements are submitted via Helix Customer Interaction components, the system electronically routes requirements to Depot Repair and Service Logistics functions, enabling receiving and shipping processes automatically. This Integrated Enterprise System provides the fastest service for exchanging customer service information and resolving customer issues from one customer touch point.

Features & Benefits

• Alorica’s depot repair solutions are customer-tailored to meet the needs of the customer and product type.
• Alorica’s depot repair facilities employ highly skilled technicians that work on virtually all PC-related and electronic equipment - from LCD monitors to robotic devices.
• Alorica’s skilled depot technicians have a minimum of 2-years experience and an A+ Certification.
• Alorica’s depot repair centers feature state-of-the-art repair technologies, including testing and repair equipment.
• Replacement parts are safely inventoried, and managed under VMI by Helix’s Depot Repair Application of the Helix Service Logistics Module.
• All repair statuses in WIP are updated in real-time and tracked for customers on web-portals via Helix. This process allows Alorica’s repair technicians to accomplish a more efficient and effective throughput.
• Alorica’s depot repair centers operate under Six Sigma strategies and processes with demonstrated value enhancements.

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