Vendor Analysis
published on Feb 15, 2016
Report Overview:
Alorica Inc (Alorica) is a privately held firm headquartered in Irvine, California.
Who is this Report for:
NelsonHall’s Customer Management Services (CMS) profile on Alorica is a comprehensive assessment of Alorica’s offerings and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CMS and identifying vendor suitability for CMS RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of Alorica’s CMS offerings and capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, weaknesses, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization including the location of delivery locations.
Key Findings & Highlights:
In 2015, Alorica acquired most of West Corporations’ contact center business for $275m in cash, adding ~25k agents in four countries. In 2014, these West operations represented ~$580m in revenues, bringing Alorica’s revenues to $1.2bn. The acquisition increased Alorica’s global staff to ~48k employees.
Today, Alorica provides CMS, back-office outsourcing services such as data and document processing, and accounts receivable management. Alorica has 200 CMS clients, serviced by ~48k employees in seven countries.
Alorica offers CMS services for the different stages of the customer lifecycle, with a focus on technical support, customer care and sales.
It offers services in:
- Sales generation
- Customer care
- Technical support
- Collections
- Back-office CMS/fulfillment.