Alorica Claimed Company
Alorica is a global BPO (business process outsourcing) leader in designing and deploying tech-enabled, personalized customer experience (CX) solutions at scale. As a full-service, strategic CX partner, we combine next-gen technology and managed service expertise with a digital-first, human-focused approach. Our 100,000+ experts across 17 countries— including agents, technologists and solutionists—empower brands around the world with tailored interactions customers crave. Through our multifaceted technology portfolio and 150% YoY investment in digital innovation, our clients have access to pioneering technology and digital transformation results that include a 120% increase in engagement, 45%+ in contact reduction, and 20% in cost savings. With 25+ years of proven BPO experience and a track record of best-in-class performance, Alorica has earned world-class customer and employee satisfaction scores—driving long-term loyalty. To learn more, visit www.alorica.com. read more
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Confusing and disorganized. Everyone seems to be rather clueless with only a few exceptions. You're expected to know more than your supervisors. Very stressful to be new and not be able to rely on your leaders for real help.
What is most positive about the culture and environment at your company?
They are very happy when you get sales. Very excited and do a lot of congratulating. Still not sure about the bonuses and incentives.
What did you like most about the interview process?
It was quick, easy and I found out I was hired rather quickly. Turns out, if was likely due to their serious need for people.
What do your coworkers need to improve and how could you work together better?
Nothing against them, it's just that everyone in my particular office are still new and learning. There are, literally, no seasoned employees to really help the new people because we are all new people.
What does the leadership team need to get better at?
They need to be well trained if their job is to lead. If we have to rely on them for answers, they need to know said answers before attempting to supervise us. Hiring managers and agents at the same time who are all learning the job together is just too stressful.
What's going wrong and how can it be improved?
Too many green agents on the phones messing up orders and giving wrong info. Better training would help, but it's hard because turnover is high. The top brass needs to figure out a way to get good leadership in place and retain them so they can properly train the new agents.
Why do you feel undervalued and what would make you feel better about your compensation?
The pay is ok, although the incentives for certain types of sales that I keep hearing about never seem to resonate in my paycheck. The bonus and incentives structure is not explained at all. We just have to hope it happens. PTO and health benefits are a joke. No life insurance.
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