Frost & Sullivan’s Market Insight Report Outlines Why Brands Should Leverage the Digital Transformation Provider’s World-Class People, Technology, Processes and Expertise in the Country
IRVINE, Calif. – (Sept. 20, 2019) – International research firm Frost & Sullivan reported on Alorica Inc., a global leader in customer experience solutions and CCW’s BPO of the Year, highlighting the company’s expansive operations in the Philippines. The report highlights unparalleled strengths in developing talent, scaling operations, creating a unique culture and exceeding customer quality metrics. As the third largest customer experience provider in the country with 19 delivery locations and 38,000 employees in the Philippines alone, Alorica has expertly leveraged the local talent pool, leading technologies, modern infrastructure and strong communication skills to enhance its global service delivery.
“The ingredients that are baked into Alorica Philippines’ DNA, make it an excellent choice for customer care, financial solutions, tech support, revenue generation and omnichannel solutions,” said Michael DeSalles, Principal Analyst at Frost & Sullivan. “The Alorica Philippines team is highly educated—90 percent of company employees have earned a college degree and have excellent English skills. It’s perfect for providing exceptional, or ‘insanely great,’ end-to end services to customers across all industries.”
According to DeSalles, Alorica Philippines serves the needs of the world’s best brands through the following differentiators:
- Innovation in Agent Hiring – An automated chatbot for recruiting manages 7,000 to 10,000 interactions per month, meeting scalability demands and reducing cost-per-hire by 84%.
- Developing the “Super” Agent – Through deploying tools like microlearning and gamification, Alorica builds high-quality talent fast and improves CSAT through engaging tools that appeal to their millennial employee base. The report cites results including reduced training time by 80% and improved CSAT gain at 15% for a retail client.
- A Focus on the Employee Experience – From onboarding to career growth opportunities, Alorica prioritizes its people. Strategic onboarding and career development programs have led to industry leading attrition rates. In fact, 75% of the Filipino leaders at Alorica began their careers as agents.
- Empowering the Alorica Community – Making Lives Better with Alorica (MLBA), a global non-profit organization and partner of Alorica, has 15 established chapters in the country. Led by Alorica employees, each chapter has the autonomy to raise funds and choose which organizations and individuals they want to support from their communities.
“It’s our special culture and high-quality environment that make us Alorica here in the Philippines,” said Bong Borja, President of Asia-Pacific Operations at Alorica. “It all starts from the moment you attract a candidate, the way you hire and develop them, all the way through to how they provide the best experience to our clients’ customers. That’s why we are committed to making strategic investments in our people as well as the technologies and processes that support them so that we can continue to be the leader in this space.”
To learn more about Alorica in the Philippines, read Frost & Sullivan’s Market Insight report, “Making the Case for Insanely Great Customer Experience Solutions Delivered from the Philippines: Why There & Why Now?” here. You can also visit the Alorica website or email sales@Alorica.com.
Alorica is a global leader in customer experience solutions. We are made up of 100,000 passionate problem solvers who make lives better through positive customer interactions—at every touchpoint—across voice, chat and social. Leveraging innovative technologies—including intelligent automation and a comprehensive analytics suite—we support the world’s most respected brands with the talent and resources necessary to create insanely great experiences. Alorica provides a host of world-class services—from customer care to financial solutions and digital services—to clients across industries of all kinds, many of whom are on the Fortune 500. Celebrating our 20th anniversary this year, Alorica contact centers and operation hubs span the globe with 120 locations in 14 countries. To learn more, visit www.Alorica.com.