Alorica Reviews in Pittsburgh, PA | Glassdoor

Alorica Pittsburgh Reviews

Updated June 14, 2017
29 reviews

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Pittsburgh, PA Area

2.0
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Alorica CEO Andy Lee
Andy Lee
15 Ratings

29 Employee Reviews

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Pros
  • Full-time hours while in training (in 68 reviews)

  • Guaranteed 40 hours per week and some overtime opportunities (in 57 reviews)

Cons
More Pros and Cons

  1. Helpful (3)

    "The Joys of Working In a Call Center..."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Tech Support Representative in Greentree, PA
    Former Employee - Tech Support Representative in Greentree, PA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Alorica full-time (Less than a year)

    Pros

    Good tech experience to start out with as a tech support rep.
    Some downtime in between calls.
    Supervisor is understanding and usually helpful.
    They increased break time from ten minutes to fifteen -- a step in the right direction!
    They have a lunch room where you can buy drinks and snacks.
    Usually decent and helpful people to work with.
    Chill environment.

    Cons

    Call centers have turnover rates anywhere from 30-something percent to 40-something percent. It's rough. The agents usually have little to no computer literacy, and a few even have trouble starting a GTA. I've had agents take 30 minutes to start a GTA before. THIRTY MINUTES! A bad agent or bad call can break your day, or at the very least, give you a headache.

    People who are promoted to level 2s are based on seniority, not competency exactly. They usually get to stand around more and do nothing. Or they come and help, say a few things, then they did their job. You have to ask a level 2 for help first, of course, to optimize their laziness. Only THEN can you escalate a call to level 2 or level 3. A few act so high and mighty because they are a level 2 and make 50 cents more per hour (11.00 instead of 10.50). Even the level 3s sometimes don't take detailed notes and also sometimes don't like to take calls -- once, they left early one day for a holiday weekend.

    Then there are those who get to do quality -- all they do is listen to a phone call and check mark on the sheet if you did what was stated on the rubric. Sounds difficult. The glory goes to those who are in the arena all day, not the critics.

    The bonus structure took forever for them to implement, and even then, you have to get a 90-something or higher on every single quality. If you have a bad agent that takes up call time, your score can be ruined. The bonus structure seems like an excuse to say, "Well, they would get paid more if they just made sure they got the scores they wanted every time!"

    You get an UNPAID 45 minute break, which sucks. 8:45 shifts increase burnout compared to a regular 8:00 shift.

    Turnover costs the company a lot of money. Perhaps if the company paid their employees fairly, they could reduce the cost of turnover and SAVE money! You don't even get paid for holidays, and you have to wait to build PTO! Talk about outsourcing for CHEAP labor! The employees may respect the company more if they were paid right or could at least work just an 8 hour day. A place I interviewed at said, "Seems like they're underpaying you." Yeah. Underpaid. Glad to know I worked my butt off since age 16 to be at this place in life.

    Oh -- the small parking lot they offer is usually always full, so you have to drive to the top of a parking garage and walk. They can't even give their employees more parking space near the building!

    Employees are interviewing other places because of the low pay and the stress of working in a call center with demanding agents who have little to no computer literacy!

    Advice to Management

    Continue what's in the pros and work on what's in the cons. Maybe even give your employees a work from home option to work toward -- the right employees will do a better job and it will increase job satisfaction.


  2. Helpful (2)

    "Worst Call Center"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Greentree, PA
    Current Employee - Anonymous Employee in Greentree, PA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Alorica (More than a year)

    Pros

    Some people are genuine and truly want to make a difference.

    Cons

    -They hire anyone and everyone just to fill seats which results in very poor quality of performance and high attrition.
    -Employees are severely underpaid especially those trying to advance in the company.
    -They don't practice what they preach. It's all a LIE
    -They will take whatever they can out of you as long as they make a profit.
    -There is no job security. There have been people who have worked there for 15+ years and they were let go without a flinch.
    -The VP is Superficial and dishonest and if she personally doesn't like you for some reason or another, you are screwed. She makes people feel unworthy and talks behind everyones back.
    -One minute they will give you words of encouragement and act as if they're going to help you and that your job is secure and the next you're being blind-sided and laid off as soon as it's convenient for them.
    -You can't trust anyone

    Advice to Management

    The company is hopeless

  3. Helpful (1)

    "Customer Service Representative"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in West Mifflin, PA
    Former Employee - Customer Service Representative in West Mifflin, PA
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Alorica full-time (More than 5 years)

    Pros

    If you have previous experience in sales, there are some accounts where you can make a really good income when you combine your base plus bonuses.

    Cons

    Things changed after PRC, LLC was acquired in 2010 and became Alorica. Money for employee social functions dried up, company switched to health insurance with higher co-payments and some bonuses were affected. Company has difficulty with employee retention.

    Advice to Management

    Try to develop environment more conducive to holding on to good mid-level managers and provide a path for advancement.


  4. Helpful (1)

    "Horrible Company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Pittsburgh, PA
    Current Employee - Customer Service Representative in Pittsburgh, PA
    Doesn't Recommend
    Disapproves of CEO

    I have been working at Alorica full-time (More than 3 years)

    Pros

    Able to work overtime when it is busy

    Cons

    There isn't any paid holidays and you do not get raises


  5. Helpful (5)

    "Much better when it was a smaller company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Training and Quality Manager in Pittsburgh, PA
    Current Employee - Training and Quality Manager in Pittsburgh, PA
    Doesn't Recommend
    Positive Outlook
    Approves of CEO

    I have been working at Alorica (More than 10 years)

    Pros

    Resources! Due to the enormous amount of employees they have a lot of resources to help with development of employees.

    Cons

    Too big. Everything is about the bottom dollar. They don't care too much for the employees.

    Advice to Management

    Make your employees happy and they will make your customers happy. You spend too much time trying to figure out how to save a buck when you could gain so much more if you invested in your employees.


  6. "Alorica for Starters"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Care Representative in West Mifflin, PA
    Former Employee - Customer Care Representative in West Mifflin, PA
    Recommends
    Positive Outlook
    No opinion of CEO

    I worked at Alorica full-time (More than a year)

    Pros

    Really great experience, met nice people whether they be co-workers, managers, or customers. Such a great work environment.

    Cons

    It is only good for starters who are interested in the call center environment.

    Advice to Management

    Keep up the good work and provide more opportunities for the workers.


  7. Helpful (4)

    "Dead end job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - RCN Billing Customer Service Representative in Pittsburgh, PA
    Former Employee - RCN Billing Customer Service Representative in Pittsburgh, PA
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Alorica full-time (Less than a year)

    Pros

    -CSR's make above minimum wage.
    -Very easy job ( dependent on the account they put you on)
    -Paid training.
    -Low standards( you can show up late, dress how ever you want)
    -They will hire ANYONE who can speak english and use a computer.

    Cons

    -High attrition rate among employees.
    -You want to use your PTO? too bad, they constantly turn it down.
    -salary cap is $14.00 ( basically you can work there for 15 years and only make $14 a hour)
    - No growth what so ever, if you're hired as a CSR expect to be one for ever.
    -The company kitchen is grossly overpriced.

    Advice to Management

    expect employees to drop like flies after nesting.

  8. Helpful (2)

    "Credit and Collection"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Credit and Collection in Pittsburgh, PA
    Current Employee - Credit and Collection in Pittsburgh, PA
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    I enjoy helping people. I enjoy the positive work environment and great teamwork. I enjoy working on the computer and delivering 100% customer satisfaction.

    Cons

    I enjoy the flexibility and the daylight hours. I enjoy having weekends off. I enjoying working in a friendly atmosphere. I enjoy how everyone interact and help one another.

    Advice to Management

    Continue to stay positive and helpful to the CSR. Continue to show appreciation to good employees by rewarding and congratulating good work ethics.


  9. "Tech support"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Pittsburgh, PA
    Current Employee - Anonymous Employee in Pittsburgh, PA
    Doesn't Recommend
    Negative Outlook

    I have been working at Alorica full-time (More than 5 years)

    Pros

    The people I work with on my account are great

    Cons

    Company is just out to make money, employees are a commodity to them

    Advice to Management

    Watch out even your job isn't safe


  10. "Its Okay"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Pittsburgh, PA
    Current Employee - Customer Service Representative in Pittsburgh, PA
    Recommends

    I have been working at Alorica (Less than a year)

    Pros

    Teams you work with are fun, environment is laid back

    Cons

    Benefits arent good
    Pay could be better compared to similar jobs


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