Alorica Reviews

Pros

good people, interesting to do tech support for Sprint

Cons

low pay, poor insurance and benefits

Advice to Senior Management

Get the compensation up to the norm in Tulsa!

Pros

Get experience talking with people
Comfortable work environment
Mini-celebrations
decent pay
Training is fun, if you have the right trainer.

Cons

ridiculous standards. You have to ignore what the customer wants and do only what they say or else your statistics will reflect poorly on you.

must fully notate. I know this isn't really a con, but i was written up once for a supervisor's actions and was only saved because i fully notated the account. Don't skimp out, notate the account.

If you cannot take people yelling at you then this is not the job for you. I personally see an angry customer as time to completely notate the account and research what can be done to help them. As long as you have done your best there is no reason to take things personally.

You learn about big events from the customers. When data goes down in a big city, you find out from angry customers before Alorica. This can be a bit intimidation for a lot of people.

Once you hit the floor things are a lot more intimidating then in training. When i recommend this job to people, i tell them to stick with it though training and find somewhere else to work. No offense Alorica, but it takes a special kind of person to work in a call center.

Advice to Senior Management

Relax on keeping up the standards. There are natural limitations to how fast people can get a call done as well as getting the problem resolved. The extent that you are stressing statistics encourages people to cheat to get their numbers high.

Pros

You will always be able to make an impression with your work. It is a meritocracy rather than who you know.

Cons

The primary issue that people have when working at Alorica is setting their personal expectations. Alorica is a lean company focused on growth, so there isn't room for an overstaffed bureaucracy. In other words, be prepared to work in your position at any level.

Advice to Senior Management

Everyone loves the recognition piece inside of Alorica. The only recommendation I have is that we bring more of it to the table.

Pros

Team "family-like" environment
Developmental Opportunities
Career Advancement
Strong, Secure Company that is growing!
International eperience.

Cons

Hard work (but rewarding)
Constant pressure of clients
Perfoming to your highest level every day!
So every-changing and fast-paced

Advice to Senior Management

Keep continuing to provide opportunities for employees' to grow, learn and develop. Keep employees in the loop as to how the company is performing and our ultimate goals.

Pros

The main benefit is you get 40 hours easily.

Cons

Start off at 9 a hour in training, then 10 an hour after training. Terrible benefits plan, low job security as it is a contractor, and compared to other call centers the pay is terrible yet the work at Alorica (verizon for me) is harder than most other call centers out there. For example I do the same exact work as the actual Verizon call center employees, yet I get paid 10 an hour with almost no benefits while they are getting like 17-18 an hour, union job, with full benefits.

Advice to Senior Management

Stop lying

Pros

Hiring in a very high unemployment area. Slightly above min wage, hey, your not flippin burgers!

Cons

Inconsistancy of management, inconsistant appreciation, poor wages for performance, little to no chance for raise.

Advice to Senior Management

If you want people to stay, let them know you appreciate what they do. Teach your team leads to follow the same rules and do not change policy on a whim without informing employees. Speak to employees like you would want to be spoken to. Management needs to work on their positioning skills for better outcome from employees.

Pros

If in need of a job, and completely out of options, Alorica hires constantly, as the roll over is very high.

Not sure if that qualifies as "Pros", but that's as close as it gets with this company.

Cons

Alorica is a call center with several teams (clients) made up of primarily Customer Service Representatives.

I was hired on an account for Internet Tech Support where I was hired to only work Monday through Friday, 9pm - 5pm. With my Technical experience I accepted the position on this team doing over the phone troubleshooting.

The benefits package is an optional very expensive group rate, with nothing paid by Alorica.

Training was rushed, at the expense of the customers were were there to assist, as management
wanted trainees on the phones asap, so to start collecting on them.

They were soon to add onto the job description, requiring making sales pitches to all callers who had called in just looking for Technical Assistance.
Alorica promised commission on products sold, however in my case, they didn't set my employment up on the account correctly, so in all my sales I kept record of, none was paid out to me. Over a year later, the Commission I earned has still not been paid, and all attempts to get this addressed by Management went with the typical response "We will get back to you on that."

Management handling this account was unsatisfactory, and the account was lost in just a couple months after we began on it.

After that account closed, they advised Representatives, they would be moved to other Accounts. Some who had been working there for many years were advised they would lose some to all of their raises they had earned.
In addition, the move to the other account involved work other than what was advised in the hiring process. Regardless of this, employees were advised if they declined any work they offered, no matter what it was, if they declined the move, Management made it clear they would fight anyone who declined whatever job was offered and filed for unemployment.

The Customer Service Representatives at Alorica are all paid below the Poverty Level (per the US Government web site), so a overwhelming majority of the Representatives are paycheck to paycheck.
With that being the situation I was in, and with the Managements threat made clear, I felt taking the position was the only option.

The new account moved to was basically billing for a Cable - Internet - Phone provider.
This account had an overwhelming increase in job duties, without any pay compensation.

Again the training was rushed, especially for the amount of content involved. Managements only apperant concern was that the trainees be on the phones asap, no matter if they were prepared to handle the work involved or not.

The RCN account continually had more job requirements to fulfill, with no compensation to the Customer Service Representatives.

In in very few meetings and in the times during training for all the additional work, if Representatives asked if they could get any pay increase, they were quickly denied. Any times it was asked why, especially if the company was doing so well, as they said it was, the Management declined to provide an explanation, but would make statements such as "that's the way it is", "if you don't like it, there's the door", and "there's no shortage of people out there that we can easily get to replace you".

After my first year with Alorica they showed their appreciation with a $0.10 raise.

In their response to the heavier work load applied to the Customer Service Representatives, without any pay compensation, they advised they will have them do anything they ask of them, as there's nothing saying they can't.

In the last time the Customer Service Representatives were able to grade how the account was being Managed, the initial reports showed it was around a grade of 30%, and the final numbers were never disclosed to the employees, suggesting they ended up being even worse.

To summarize, the greed of the management is apperent, they show very little to no appreciation for their employees, well other than a cookie and cup of coffee handed out at the door on the Employee Appreciation Day.

And they are exploiting the bad economy, not paying their Customer Service Representatives adequately (below the Poverty Wage, yet adding to the workload consistantly), and are quick to show the door to anyone who questions them.

Advice to Senior Management

Try paying the employees for the work they do, and not for what you know you can get away with paying them.

Show some humanity, as the way this company is run is a direct example of why te economy is in the shape it's in and why many of the hardest working people will continue to struggle, while management, executives, ceo's continue to collect on the profits in underpaying the employees.

Pros

Most management is in Chino so the majority of the supervisors and management department in Plantation come in when they please. Some people have more than 2 months of vacation time and the maxed allowed by HR is 1 month.

Cons

Raises and promotions in the Plantation office do not exist. Majority of people here started many years ago and do not have a skill set strong enough to pick up and go. Not to mention majority of individuals have family members working in the office.

Advice to Senior Management

Give workers raises, promotions and control your management in Plantation especially the Indian mafia you created down in Florida.

Pros

lots of career opportunities if you are willing to relocate

Cons

good place to work, just need to adjust lifestyle due to heavy work schedule

Pros

The opportunity to gain experience as a customer service representative to get a better job later on and better pay.

Cons

The place is run base on who they like and who can be in their circle of LOVE instead of BUSINESS DECISIONS. How can you have people in the back end representing ALORICA's name when they are not doing what they need to do for the company to growth? I don't see a future for the Tampa site. The environment is very stressful and the communication from management is very poor as well.

Advice to Senior Management

My recommendation is not to base your decisions by losing impartiality and affecting the confidence of the public in the integrity of the company. Have leaderships in place that are able to really LEAD by example and have better communication skills. If the leaders from this site follow the correct precedures to assist the employees, then they will be in complying with Alorica's expectations of ethical business conduct and uncompromising values. Encourage some honest dialogue instead of the smiley fake culture you encourage.