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Alorica Reviews

Irvine, California

4.0/ 5

3 reviews

Alorica Inc. is a leading global provider of Business Process Outsourcing (BPO) and customer experience (CX) solutions designed to manage the entire customer lifecycle. Founded in 1999 by Andy Lee and headquartered in Irvine, California, Alorica has grown over more than two decades into one of the largest certified minority-owned CX providers in the world. The company operates a vast global delivery network spanning 17 countries with approximately 130 locations, employing more than 100,000 professionals, including agents, technologists, and solutionists who serve over 200 major clients worldwide. The core operations of Alorica center around strategic, tech-enabled, and personalized customer service management. Its service suite is extensive, bridging both Business-to-Consumer (B2C) and Business-to-Business (B2B) sectors. Primary contact center services include inbound and outbound customer care, technical support, multi-channel customer support (via phone, email, chat, and social media platforms), content moderation, and customer analytics. Additionally, the company excels in specialized back-office capabilities, including debt collection and accounts receivable management, reverse logistics, depot and onsite repair, warranty support, and automated digital workflows through its integrated platform, Helix by Alorica. Alorica caters to diverse industries such as communications, financial services, healthcare, retail, technology, gaming, travel, hospitality, and logistics. It partners with prominent global entities, including several Fortune 500 companies, major wireless providers, massive retail chains, and leading banks. The organization focuses on a digital-first, human-focused approach, heavily investing in emerging technologies like AI chatbots and intelligent automation to reduce contact volume, increase customer engagement, and lower operational costs for its clients. Financially, Alorica operates as a highly profitable private entity, historically backed by major institutional investors such as Apollo Global Management. The company has demonstrated robust growth, executing strategic acquisitions to widen its global footprint, including the notable purchase of Expert Global Solutions (EGS) and West Corporation's agent services businesses. Reflecting its massive international scaling, Alorica has established a major presence in key offshore and nearshore delivery hubs like the Philippines and Egypt, alongside a rapidly growing delivery operation in India, which saw its local workforce scale significantly to meet global demands. Currently led by co-CEOs Mike Clifton and Max Schwendner, who stepped into their roles in 2024, Alorica emphasizes a culture focused on workplace diversity, employee growth, and performance excellence. The organization has consistently earned accolades for its operational models, including being named a Leader in Everest Group's Healthcare Customer Experience Management PEAK Matrix and NelsonHall's NEAT Assessment for CX Services in Travel, Transportation, and Hospitality. Consistently delivering on its mission statement—to deliver insanely great customer experiences—Alorica remains a critical utility and strategist for major brands navigating modern customer relations.