Alorica Offshore Solutions: Philippines

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A Robust Offering of Philippines Call Center Services

With six Philippine call centers supporting clients worldwide, Alorica’s Philippines Offshore Solutions give you a flexible, cost-effective option for meeting the diverse needs of your consumers.  From lead generation to product support, we offer a wide range of call management and contact center services designed to help you create, cultivate and maintain your most important assets: your customer relationships.

Why Use a Contact Center in the Philippines?

Running your customer service operations from a Philippines call center offers a number of strategic advantages.  Higher education is a priority here, with a literacy rate of 94.6%--among the highest in the world.  Nearly 350,000 college graduates join the Filipino workforce each year, providing a growing pool of exceptionally skilled and hard-working IT professionals. 

But the voice services realm is where the Philippines shines. Once an American colony, the country has a Western-influenced culture that is highly compatible with that of the U.S.  Filipino workers, friendly and helpful, have a natural inclination for customer service. Call center agents in the Philippines can communicate clearly and effectively by phone without a trace of their native accent.

 The Philippine Call Center Advantage: More Value for Your Investment

  • Recognized excellence in voice services
  • Skilled labor force of 29 million
  • About 350,000 university graduates yearly
  • Approximately 70,000 IT/computer science related
  • Approximately 100,000 commerce and IT-enabled
  • Low attrition rate
  • High-quality managers and IT staff
  • Excellent fluency in American-accented English
  • Strong work ethic and professionalism
  • Similar cultural, business, legal practices and media sources as the U.S.

Alorica Philippines Call Center Services & Capabilities

  • Inbound Customer Care (Account Maintenance, Billing Inquiries, Cancellations, Complaints, General Inquiry, Call Backs, Loyalty Programs Support, Product Support, and Up-Sells/Saves)
  • B2B Sales and Marketing (Lead Generation, Appointment Setting and Sales)
  • Interactive Voice Response (IVR) Solutions
  • Back-Office Capabilities
  • Live Agent Chat
  • E-Mail Management
  • Web Collaboration Tools

Inbound

Outbound

Market Research

BPO
  • Financial Services
  • Inquiries Handling
  • Help Desk
  • Sales Acquisition
  • Account Activation
  • Information Lines
  • Reservations
  • Prescription Services
  • Customer Service
  • Order Response
  • Overflow
  • Mail Order Programs
  • Complaint Handling
  • Customer Acquisition
  • Sales Acquisition
  • Account Servicing
  • Publishing
  • Up-Selling
  • Welcome Calling
  • Lead Generation
  • Order/Sales Verification
  • Payment Reminders
  • Collections
  • Cross-Selling
  • Anti-attrition Programs
  • Dealer Location
  • Brand Awareness & Image Surveys
  • Usage and Attitude Surveys
  • Communication Surveys
  • Customer Segmentation Surveys
  • Customer Satisfaction Measurement
  • Medical Transcription
  • Financial Services
  • Legal Transcription
  • Logistics
  • Sales
  • Claims
  • Data/Image Conversion
  • Human Resources
  • Information Technology
  • Payroll Services
  • Litigation Support
  • Administrative Services

 

Industry Experience

  • Financial Services
  • Health Care
  • Telecommunications & Wireless
  • Travel & Tourism

Reliable IT/Communications Infrastructure

  • Network Operations Center with 24/ 7 support
  • Exceptional IT team with strong expertise in advanced call center technologies (traditional and VoIP technologies)
  • Highly secure and redundant infrastructure with support for multiple points of failure
  • Multiple ties with well-known IT vendors

Technology

Alorica's commitment to service is backed up with a guarantee of having the best in industry information technology and world class telecommunications. ACS uses top of industry class equipment provided by Avaya, Cisco and others.

Alorica connects to proprietary client customer care systems and client networks through high bandwidth international private leased lines (IPLS). We customize our data network to drive the kind of quality service which our clients expect. We deploy these solutions to meet the specific and unique requirements of the client. The provisioned multiple 45MB (DS3) IPLs are terminated into Points of Presence (POPs) which are housed in diverse, carrier grade data center facilities. Our service centers are connected via a high availability fiber optic mesh network.

We have partnered with multiple carriers and all of our local loop and long lines providers deploy self-healing, diverse, cable routes. This ensures a steady and uninterrupted quality of service at all times.

 Recruitment, Retention and Operations at Our Philippines Contact Centers

 Recruitment

  • Targeted sourcing
  • Thorough client-centric process
  • Constant calibration with U.S. counterparts
  • Equal employment opportunity
  • Strategic alliances with government  agencies and academic institutions

 Retention

  • An accessible and involved management team
  • Team-building activities that build and strengthen work relationships
  • Performance-based incentives
  • Personal and professional development
  • “Fun@Work” campaigns

 Operations

  • Ability to provide flexibility and agility based on demand – or first-to-market needs (able to support 24/7 operations)
  • Dedicated leadership team supplied, depending upon size and complexity of operations
  • Daily touchpoint meeting, monthly/quarterly business review meetings across all accounts, and exchange of best practices
  • Wave 0 hiring of leadership team for seasoning and SME built up
  • Participation of leadership team in hiring interviews and profiling for better results
  • 80% Management By Walking Around (MBWA) methodology

Customer Service Orientation at Our Philippines Contact Centers

Alorica’s Philippines contact centers serve U.S. Fortune 500 companies. They are viewed operationally as being “on-site” with all other Alorica locations and adhere to Alorica’s proven technology and business processes. Our Philippines-based call centers are led by an experienced “local” management team with 200 years of collective experience in call center management.

Awards

  • Over 5 years experience in managing an investment service Customer Care program which has won the J.D. Power and Associates Award in quality service in 2006, 2007, 2008, 2009, and 2010 (local and international)
  • Awarded Best Recruiting Facility (2006) by Philippine Architectural Association

Certifications

  • ISO 9001:2000 Quality Systems Certified Company
  • HIPPAA Compliant

Accreditation

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Learn More about Our Philippines Call Center Solutions – Contact Alorica Today

Alorica offers a wide range of contact center services from our Philippines locations, customizable to fit your unique needs. For more information on how we can help you maximize the value of your customer relationships, please contact us at 866-ALORICA (866-256-7422).