“Over the last year, Alorica aligned themselves with AT&T’s priorities and exceeded our expectations in helping provide for our customers,” said Susan Johnson, Executive Vice President, AT&T Services, Inc.
The BPO provider says the recognition positions it within AT&T’s vast global supply chain network.
Alorica provides customer care services through just about every channel, including voice, mobile, chat, social media, and video. With its annual customer interactions increasing to 600 million, the BPO provider is also increasingly exploiting data analytics technology.
One of the technology platforms it recently developed automatically processes data from millions of recorded calls to identify, group, and organize the words and phrases spoken during calls into themes, helping reveal trends and areas of opportunity or concern.
Over the past four years, Alorica has doubled its size while growing its global team five-fold and its revenue by more than four times. Today, it is the world’s third-largest provider of customer service solutions and the largest in the US.
Thanks largely to its acquisitions of EGS and West Corporations, the BPO has a 100,000-strong workforce and operations in 16 countries.