Making the Case for Insanely Great Customer Experience Solutions Delivered from the Philippines: Why There and Why Now?

Making the Case for Insanely Great Customer Experience Solutions Delivered from the Philippines: Why There and Why Now?

Why the Philippines?

• Access to Global Talent
• Communication Skills
• Infrastructure
• Innovative Technology

What Company Delivers Promises to Deliver “Insanely Great” Customer Experiences? Who Glows?

Frost & Sullivan believes that Alorica Philippines has inserted creativity and innovation into the hard stuff: BPO recruiting, hiring, training and agent retention.

Why Alorica?

Innovations in Agent Hiring

Alorica utilizes a robust, high-capacity recruiting and hiring engine using automation. The automation drives speed, agility and volume. It serves as a ‘first round’ interview and candidate engagement tool; handling audio and video responses that capture fluency and articulation. This automated chatbot service is embedded into the Alorica Philippines Facebook Fan page and can be launched from there.

What Sets Alorica Apart from other BPOs in the Philippines?

Microlearning.

Aimed at the new wave of Millennials, this just-in-time (JIT) training approach delivers training content when an agent needs it. This new training tool set offers bite-sized modules that are focused on specific learning outcomes. Gamification. Given that 42% of frontline agents fall between the ages of 20 and 36, Alorica’s gamification program appeals to the Millennial population. Alorica in the Philippines utilizes gamification software to aid training and learning; applying game mechanics to non-game experiences to motivate high-value activity and loyalty while reinforcing a fun and positive culture.

A Laser Focus on People

Strategic Onboarding

Note this competitive differentiator: Alorica has developed and evolved a Strategic Onboarding framework and invested in a dedicated Onboarding Team to support the new hire experience, engaging and enabling employees in the first 90 days of employment with the company. The outcome is a highly motivated workforce and significantly improved agent retention.

Agent Retention and Company Culture

Making Lives Better with Alorica (MLBA)

Making Lives Better with Alorica (MLBA) is a non-profit 501(c)(3) charity organization in the U.S. and a non-profit organization in Philippines, Mexico, Canada and Panama which are not subsidiaries or owned by Alorica. Some highlights:

• MLBA Chapters raise monies via fundraisers and payroll contributions. The local Chapter Board determines how funds are granted
• 100% of all Chapter contributions stays with that Chapter
• Alorica and outside donors donate all resources – Chapter seed money, contest money, legal, audit and bank fees, volunteers, IT and admin support, office supplies, call expenses, etc.

Analyst Perspective: Key Takeaways

The Secret Sauce to “Insanely Great”

Listed below are just a few of the ingredients that are baked into the Alorica Philippines’ DNA, making it an excellent choice for customer care, financial solutions, tech support, revenue generation and Omnichannel solutions:

• State-of-the-art facilities in new-wave, modern cities
• Upscale amenities, employee lounges, fitness centers, 24-hour clinics, sleeping quarters, access to public transportation and safe, secure campuses
• More than two million square feet of space
• Competitive salaries and benefits
• Robust career development programs
• Strategic, innovative recruiting and onboarding solutions

The Alorica Philippines team is highly educated—90% of company employees have earned a college degree and have excellent English skills. All told, it’s perfect for providing exceptional, better said, “insanely great” end-to-end services to customers across all industries.