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Alorica - Customer Management Services

Alorica - Customer Management Services

Who Is This Vendor Assessment 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.

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.

Scope of the 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.


1. Background
2. Revenue Summary
3. Key Offerings
4. Delivery Capability and Partnerships
5. Target Markets
6. Strategy
7. Strengths & Challenges
8. Outlook

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