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Confidence Index:

for CX Services Transformation

NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within Customer Experience Services

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Every quarter NelsonHall publishes the NelsonHall Customer Experience Services Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global CX Services Transformation market.

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Alorica - Customer Management Services

Vendor Analysis

by Ivan Kotzev

published on Feb 15, 2016

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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.

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