Communications

Connect with your customers, and they’ll stay connected to you.

Omni-channel expertise where you need it most.

Now that high-speed, unlimited data and device variety are the norm, communications providers have to differentiate themselves through the customer experience—which means less hoop-jumping, waiting on lines or being transferred through departments.

Alorica’s integrated approach keeps you competitive by optimizing the customer experience while adapting to fit subscriber networks, driving efficiency and cutting expenses.

Industry experience and insights.

  • Alorica employs a team of over 25,000 associates, serving business and consumer subscribers across all channels
  • We work with dozens of communications clients, including the Top 4 wireless providers
  • Our global network supports communications customers from more than 80 locations in 11 countries

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Data-driven insights help to enhance the customer experience and improve outcomes

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Burstable and scalable staffing solutions let us deploy across 150 locations and thousands of Work-at-Home agents

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Smart analytics help you grow your customer base and increase loyalty

Results you can measure.

  • Ranked #1 for “Double Play” and “Triple Play” sales
  • Received Partner of the Year Award for our “performance excellence, constant flexibility and never-ending willingness to try new directions”
  • Achieved 20% higher customer save rates vs. other providers and client in-house centers

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Putting the customer at the center of it all.

  • Technical support solutions reduce unnecessary truck service dispatches, while enhancing revenue generation efforts
  • Back office services include: account management, letter-shop and kit assembly, knowledgebase, auditing and verifications, surveys and administrative services
  • Financial care services encompass first party payment arrangements, early intervention and reminder calls, and re-establish telecom services
  • “Why Customers Call” (WCC) analytics tool examines repeat callers and escalations, ultimately serving to increase customer satisfaction and save costs

Team Be Nimble, Team Be Quick

A major communications provider was looking to streamline customer service and reduce unnecessary expenses.

View Case Study
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Achieved highest Voice of the Customer scores by an Outsourcer
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Saved millions of dollars with service dispatch reduction
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achievement of launch goals, including rapid changes in program scope

Tailored solutions. Top results.

Since 2002, Alorica has helped generate millions of dollars annually as the top sales and collections provider for one the nation’s largest wireless carriers.

First

Partner to be awarded 11 consecutive Director’s Cups sales awards

300%

Increase in handset sales

#1

Ranked #1 in Dollars Collected Per Call (DPC)

Setting the standard in financial care performance.

In spite of drastic shifts in the voice communications industry and our client’s own organizational changes, Alorica has remained a strategic partner for cost-effective financial care services, year-over-year, since 1996.

40 second

Reduction in call handle time with Alorica’s System Integrator

17%

Decrease in transfer rates, and a 22% reduction in repeat callers

$1m+

Millions of dollars saved in call reduction, thanks to process improvements

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Your business has unique customer management needs. See the difference a personalized solution can mean to your customer retention, satisfaction, and bottom line.