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Michael DeSalles is principal analyst with Frost & Sullivan, specializing in customer experience and the contact center sector.

Frost & Sullivan’s Michael DeSalles: Alorica Philippines “Excellent choice” For Customer Care

International research firm Frost & Sullivan reported on global customer contact outsourcing firm Alorica Inc.,  highlighting the company’s expansive operations in the Philippines. The report highlights Alorica’s strengths in developing talent, scaling operations, creating a unique culture and exceeding customer quality metrics. Alorica has 19 delivery locations and 38,000 employees in the Philippines, leveraging archipelago’s local talent pool, leading technologies, modern infrastructure and strong communication skills to enhance its global service delivery.

“The ingredients that are baked into Alorica Philippines’ DNA, make it an excellent choice for customer care, financial solutions, tech support, revenue generation and omnichannel solutions,” said Michael DeSalles, Principal Analyst at Frost & Sullivan. “The Alorica Philippines team is highly educated—90 percent of company employees have earned a college degree and have excellent English skills. It’s perfect for providing exceptional, or ‘insanely great,’ end-to end services to customers across all industries.”

Michael DeSalles is principal analyst with Frost & Sullivan, specializing in customer experience and the contact center sector.

Michael DeSalles is principal analyst with Frost & Sullivan, specializing in customer experience and the contact center sector.

According to DeSalles, Alorica Philippines offers the following differentiators:

  • Recruitment Automation – An automated chatbot for recruiting manages 7,000 to 10,000 interactions per month, meeting scalability demands and reducing cost-per-hire by 84%.
  • Agent Development – Through deploying tools like microlearning and gamification, Alorica builds high-quality talent fast and improves CSAT through engaging tools that appeal to their millennial employee base. The report cites results including reduced training time by 80% and improved CSAT gain at 15% for a retail client.
  • Employee Experience – From onboarding to career growth opportunities, Alorica prioritizes its people. Strategic onboarding and career development programs have led to industry leading attrition rates. In fact, 75% of the Filipino leaders at Alorica began their careers as agents.
  • Community Engagement – Making Lives Better with Alorica (MLBA), a global non-profit organization and partner of Alorica, has 15 established chapters in the country. Led by Alorica employees, each chapter has the autonomy to raise funds and choose which organizations and individuals they want to support from their communities.

“It’s our special culture and high-quality environment that make us Alorica here in the Philippines,” said Bong Borja, President of Asia-Pacific Operations at Alorica. “It all starts from the moment you attract a candidate, the way you hire and develop them, all the way through to how they provide the best experience to our clients’ customers. That’s why we are committed to making strategic investments in our people as well as the technologies and processes that support them so that we can continue to be the leader in this space.”

To read Frost & Sullivan’s Market Insight report, “Making the Case for Insanely Great Customer Experience Solutions Delivered from the Philippines: Why There & Why Now?” click here.

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