Our Services

Our Offshore / Nearshore Solutions

International Call Centers in the Philippines, India, and Dominican Republic

In recent years, advancements in worldwide telecommunications technology and infrastructure have made international call centers an attractive option for servicing customers.  With a robust presence in the Philippines, India, and Dominican Republic, Alorica gives you access to some of the most highly educated, low-cost labor pools available.

Alorica’s Offshore call center services include:

•   Teleservices
  • Inbound/Outbound Customer Care  
  • Technical Support
• Email Management Services
• Live Chat Services  
• Receivables Management Services
• Back-Office Services
• Fulfillment Services
• Technology Services
  • Call Management
  • Customer Data Management
  • Customer Relationship Management (CRM)
  • Interactive Voice Response (IVR)

We staff a dedicated international team which stays abreast of vital issues that affect our clients, such as global markets, trends, geo-political risks, partner selection and due diligence.  Our offshore call center team collaborates extensively with our Global Program Management Group to support the overall Alorica Global Strategy. 

Through our industry-specific expertise and best practices, Alorica has been able to achieve superior service delivery in virtually any geographic location across the globe, for multiple Fortune 500 client programs abroad.

Philippines Call Centers

Alorica established operations in the Philippines in 1998.  Our Philippines call centers are viewed operationally as being “on-site” with all other Alorica locations and are required to adhere to Alorica’s proven technology and business processes.

Although Alorica caters to clients in a wide range of industries, our strength lies in the air travel and telecommunication verticals.  Our offshore call center in the Philippines currently services four U.S. domestic airlines and five Telecommunications companies for a wide range of solutions. 90% of major airline reservations volume is handled within Alorica’s Philippine call centers, including Dividend Miles programs.

Industries Served by our Philippines Call Centers

Air travel, telecommunications, satellite TV, TV shopping, healthcare, utilities, education, and financial services

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)
• Best Recruiting Facility (2006) by Philippine Architectural Association

Certifications

• ISO 9001:2000 Quality Systems Certified Company
• ISO recertified in October 2008 with special mention of process and procedures for our Telecommunications client.

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India Call Centers

Alorica’s Noida, India call center is viewed operationally as being “on-site” with all other Alorica locations and is required to follow Alorica’s proven technology and business processes. With offshore operations active on a 24/7 basis to meet client requirements, our India call center team has extensive experience in handling various customer contact channels across a variety of industries

Industries Served by our India Call Centers

Media, entertainment, healthcare, travel, and utilities

Certifications

• SAS 70-compliant for transaction processing services
• ISO 2000 certification for voice and Web processes
• SLM External Vendor Certification
• PCI-compliant for payment solutions
• HIPAA (healthcare)-compliant policy to ensure physical, administrative and technical safeguards
 

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Dominican Republic Center

Completing the Alorica offering of offshore and nearshore locations, the Dominican Republic call center is viewed operationally as being “on-site” with all other Alorica locations and is required to follow Alorica’s proven technology and business processes. The Dominican Republic operations are active on a 24/7 basis to meet client requirements and has experience in handling various customer contact channels across a variety of industries.

Learn More About Our Offshore / Nearshore Call Center Solutions – Contact Alorica Today

Alorica offers a range of offshore / nearshore call center solutions from our Philippines, India, and Domnican Republic 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).