Customer Service Outsourcing
$200,000 to $999,999
Sep. 2021 - Ongoing

2.0

Quality: 1.0

Schedule: 3.5

Cost: 3.5

Willing to Refer: 1.5

"They were not only willing but able to fill in the blank."

Dec 21, 2022

Lead, Utility Support Company

Anonymous

Utilities
Ontario, Canada
5,001-10,000 Employees
Survey Response

Alorica provides back-office support for a utility support company. They work as the first level of support, allowing the client to move more of their internal agents to the second and third tiers of support.

Although Alorica's performance is lower than expected, they are improving day by day. The team is willing to learn and eases the client's volume of work. They communicate via virtual meetings, phone calls, email, and a messaging app.

BACKGROUND

Briefly describe what your company does and your role there.

I am a technical support leader where I manage a group of agents in act as a help desk for their agents needs. I also manage high risk, escalation and troubleshoot bugs to identify issues for the team

OPPORTUNITY / CHALLENGE

What were your company's goals when you started looking for a partner?

Availability to fill-in nights where the main team might have experienced some shortages. To identify the first level of support and move more of our normal agents to the second and third tiers of support.

SOLUTION

Describe the scope of your partner's work with your company. Please include a summary of any key tasks or deliverables.

They operate as tier, 1 agents taking simple calls, and if need be directing them to the right resource, which does ease up our call volume.

How many people does your company work with?

11-20

How did you find this provider?

Business Referral

Why did you choose to work with them?

Pricing fits our budget
Good value for cost
Referred to me by a trusted source

RESULTS & FEEDBACK

What are the results or deliverables of this partnership that demonstrate progress or success?

Lower than expected. The skill level of these agents were quite the best, which made it very difficult to recommend them further, but because they do ease our all volume they are still needed and slowly improving day by day.

How does your team communicate with this service provider?

Virtual Meetings
Phone calls
Email or Messaging App

What did you find most impressive or unique about this company?

Their normal availability. We were having difficulties with specifically the nights and covering those for our call-center, and they were not only willing but able to fill in the blank, which does help out a lot.

RATINGS

2.0

Alorica

to create insanely great customer experiences

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Alorica

to create insanely great customer experiences

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