The following article first appeared in the December 4, 2017 edition of Nearshore Americas.
Alorica Bulks up in China with another Delivery Center
US customer service solutions provider Alorica has expanded further into China with the launch of a delivery center in the port city of Tianjin. The 49,000 square-foot office is staffed with about 200 customer care agents that will provide technical support in Mandarin for one of the company’s multinational clients. Alorica established operations in China for the first time in May 2016, with the launch of a delivery center in Dalian. “Operating in China lets us delight clients and customers with insanely great customer experiences—in Mandarin, Korean and Japanese,” says the call center operator on its website.
At the inauguration of the Tianjin site, officials also disclosed plans to launch a 55,000-square foot customer engagement center in Sendai City, Japan, in January 2018. Irvine, California-based Alorica provides customer care services through just about every channel, including voice, mobile, chat, social media, and video.
These days, it is increasingly exploiting data analytics technology, saying it is the best cure for reducing call volume and costs. One of the technology platforms it recently developed automatically processes data from millions of recorded calls to identify, group, and organize the words and phrases spoken during calls into themes, helping reveal trends and areas of opportunity or concern.
Over the past four years, it has doubled its size while growing its global team five-fold and its revenue by more than four times. Today, it is the world’s third-largest provider of customer service solutions and the largest in the US. Thanks largely to its acquisitions of EGS and West Corporations, Alorica has 100,000-strong workforce and operations in 16 countries. It reported US$2.4 billion in sales for the 12 months ending June 30.
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