Alorica Anywhere

The secure, 100% cloud-based, multi-channel work-at-home CX solution
 
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Case Study

Go Big and Go Home (Work-at-Home Case Study)

Learn how a major telecommunications company enhanced their virtual workforce with our work at home solution to lower attrition 15% and AHT by 34 points.
Fact Sheet

Alorica Anywhere…Your Ticket to Amazing Virtual Support

Work-at-Home solutions let clients rapidly deploy the most qualified talent, regardless of their geographic location.
Infographic

Maintaining Business Continuity with Work-at-Home Operations

Companies are turning to BPO outsourcing solutions that embrace work at home delivery for business continuity - gain insight into current and future trends.
Blog

Keep Your Business Business as Usual

Flexibility and At-Home Solutions Help Maintain Continuity Amidst COVID-19

World-Class Security

One of the most well-protected digital platforms for highly complex and confidential customer data.

 
Alorica Anywhere’s security protocols safeguard valuable customer information. Data security starts with our agents—and our fully virtual recruiting and training processes ensure that only those individuals with the highest levels of integrity are hired.

 

Our multi-layered approach to protect end-to-end delivery at the agent, desktop, network, system and environment level is accomplished through an array of features like: PII data masking, environmental monitoring and controls, identity management (including multi-factor and biometric authentication), access-controlled desktops, and more!

Environmental Safeguards & Alorica Pay

Environmental Safeguards

Our leading, AI-based solution delivers work-at-home accountability, compliance and security. By continuously monitoring agent activity, maintaining the clean-desk environment and mitigating security risks, we’re able to support a productive, secure team of remote Aloricans worldwide.
 

Alorica Pay

Alorica Pay ensures that any location is a secure location. Confidential customer information is automatically masked, and is inaccessible by our team members. Our platform:

  • Integrates seamlessly with existing payment providers and processes
  • Keeps the agent and customer in constant, verbal communication—for a better overall experience
  • Offers full scalability, and is 100% cloud-based
  • Level 1 PCI Certified; CISO active with PCI SSC and Participating PCI Member

Guaranteed Performance

Help reduce overhead costs while boosting customer satisfaction and enhancing your bottom line.

 
The secret to our work-at-home success? A single, cloud-based interface that enables real-time workforce management. Our proprietary workforce management tool SpectrumTM forecasts and schedules resources and delivers full-featured, integrated reporting that help you view performance and drive better business outcomes.

Experience Optimization

Provide your customers with the experience they want—the way they want.

 
Our robust virtual contact center solution includes a unified, omni-channel approach to customer engagements using priority-based blended call queues. Use your customer’s preferred channels and support multiple languages with technology like multiple routing options, omnichannel, and agent assist technologies (advanced voice recording and AI identifies coaching and performance improvement opportunities at agent and program levels).

Scalability & Flexibility

As the largest customer experience provider in North America, Alorica offers an expansive and diverse workforce which covers a multitude of time zones and types of work including voice and back-office. Our thousands of global agents can quickly ramp your workforce by more than 100%—taking care of seasonal demands and unusual call arrival patterns.

Hypercare makes it happen!

To attract, train and retain the absolute best talent on the market, you need to craft, support and evolve a top-notch corporate culture—and that’s where Hypercare comes in! Hypercare provides real-time support to agents and delivers insights into every aspect of the employee experience. It enables us to keep our entire team engaged, which is critical to the success of a remote workforce. And just as importantly—Hypercare enhances eNPS, cNPS, productivity and attrition.

Crisis-Ready and Future-Focused.

Our work-at-home solutions deploy the best talent in the world—from wherever they happen to live—and are a perfect complement to any business continuity plan or unplanned volume spikes.


Results you can measure.

7%

eNPS is 7% higher for work-at-home employees in North America

15%

A major telecommunications company achieved 15% lower attrition using work-at-home for their care program (as compared to on-site attrition metrics)

5%

Work-at-home employee attrition is typically 5% lower than brick-and-mortar employees

Related Insights

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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.