PRESS RELEASE: Alorica to Acquire EGS to Provide Exponentially More Scalable Customer Experience Solutions on a Global Scale for the World’s Leading Brands
The new Alorica will employ more than 91,000 people in 154 locations spanning 16 countries across five continents
IRVINE, Calif. – June 1, 2016 – Alorica Inc. (Alorica) has entered into a stock purchase agreement to acquire Expert Global Solutions (EGS) to form a new global customer experience organization. In 2015, these businesses generated an aggregate of approximately $2.3 billion in revenue. Going to market under the Alorica brand, the new Alorica will be staffed by 52,000 industry experts in North America (including 6,000 Work-at-Home employees) and more than 38,000 across the globe, with 26,300 based in the Philippines and 11,800 in Latin America. These professionals will be engaging customers in more than 30 languages in all channels. The combined company will integrate strengths from both companies with an emphasis on transforming the customer experience through data-driven insights.
Andy Lee, founder of Alorica, will be CEO and Chairman of the new organization, based in Irvine, Calif. He will also be the majority shareholder. “This blend of talent allows us to better serve customers because of our substantial global footprint, broad and deep vertical expertise and industry-leading solutions. More importantly, we share the same commitment to our people, passion for our clients and integrity in our business.”
Bob Segert, President and Chief Executive Officer of EGS, addressed the acquisition, saying: “I’m proud of the transformation EGS has achieved in recent years. Our people have worked hard to earn the trust of our clients and become a valued service partner. The combination of our companies creates innovative capabilities to deliver world-class customer experiences, with an even broader suite of solutions.”
The new Alorica will serve more than 600 clients, supporting customers through every channel, including voice, mobile, chat, social media and video. For these and future clients, the timing of the acquisition is also critical. “Increasingly more companies are looking for industry-specific customer experience solutions,” said Lee. “With our domain expertise in nine major verticals, particularly in healthcare, communications, retail and financial services, we’ll be well positioned to tailor the right mix of talent, capacity, analytics and technology to deliver solutions for every client.”
This acquisition is subject to customary closing conditions, including applicable regulatory requirements. The companies expect to complete the transaction with regulators’ approval by early Q3 2016. When the transaction is finalized, the possibilities, says Lee, are endless: “Creating insanely great customer experiences that surpass expectations is what Alorica is all about. The new Alorica will make countless lives better across nearly every continent, one customer interaction at a time.”
Screenshot from EGSCorp.com
EGS’ shareholders will continue to be meaningful minority shareholders in Alorica. EGS is a portfolio company managed by One Equity Partners (OEP). OEP is a leading middle-market private equity firm with $4.3 billion under management and offices in New York and Chicago, and advisory offices in Frankfurt and São Paulo.
Credit Suisse and M/Cap Advisors acted as financial advisors to Alorica and Latham & Watkins LLP served as Alorica’s legal counsel. J.P. Morgan Securities LLC acted as sole financial advisor to One Equity Partners and Dechert LLP served as EGS’ legal counsel. In conjunction with this transaction, Credit Suisse, Bank of America Merrill Lynch, Bank of the West, BNP Paribas and Wells Fargo provided financing commitments to expand Alorica’s term loan and revolving credit facility to $1.1 billion. McGuireWoods LLP served as counsel to Alorica and its subsidiaries in connection with the financing.
# # #
Media Contact for Alorica
Ken Muché
Director of Global Public Relations
(949) 527-4686
Ken.Muche@Alorica.com
Media Contact for EGS
Mindy Danforth
(623) 332-5696
Mindy.Danforth@egscorp.com
About Alorica
At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to customer care and support, Alorica provides a host of world class services, including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are — including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. We call the OC home, headquartered in Irvine, CA, with more than 53,000 employees in 71 locations across the globe. Intrigued? Learn more at http://www.alorica.com.
About Expert Global Solutions Expert Global Solutions (EGS) is a global customer service organization, delivering leading outsourced solutions, for customer and financial care. Serving the world’s leading companies, EGS helps decision-makers delight their customers and deepen brand engagement. With revenues of $1.1B, EGS has over 40,000 employees in more than 70 locations across 11 countries.
EGS customer care support services, delivered through voice, text, chat and email, span the customer management experience. From answering product-related questions and technical support, to up-selling and cross-selling, to social care. For financial care, EGS supports critical financial management functions, such as first party accounts receivable management, revenue cycle management, and order to cash.
EGS has deep vertical expertise, with a unique understanding of industry-specific needs, including healthcare, financial services, logistics, online retail, technology, telecommunications and utilities. An award winning company and equal opportunity employer, EGS is committed to delivering an exceptional customer experience, in every interaction. Find out more at http://www.egscorp.com.
Hello guys, sorry for not being able to update you with our latest job opportunities for BPO, KPO and Call Center-related careers. We were delighted to announce that we have been acquired recently by Humane Strategic Consulting, a company founded by the very same person who founded Call Center Pilipinas and IT Pilipinas. As part of these […]
Customer Service Associates
For Airline Account (Logistics, Travel and Tourism)
Location: Taguig City
Deliver superior customer satisfaction by communicating to actual or potential customers via calls, fax, e-mail, chat, SMS, mailing, etc. and achieving the established performance targets such as, productivity and quality.
Must have excellent communication skills in English
Customer service experience in logistics such as, airlines, cargo/fleet operations, freight/forwarding services preferable.
Spatial sense to being able to evaluate size, weight and loadability options.
Accurate, disciplined and positive attitude to conduct proactive customer offers.
Very good communication skills; positive service, quality and customer orientation.
Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com
NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview
—
This job post can also be shared to your friends or colleagues who wanted to explore job opportunities in the BPO/Call Center industry. Just share it!
Responsibilities:
The Resource Scheduler is mainly responsible for creating the most efficient agent schedules using approved assumptions. The focus is to maximize manpower utilization while achieving client metrics.
• Develops employee schedules to match planning and forecasting outputs, as well as planning input from operations Management
• Utilizes effective methods for managing scheduling practices such as the schedule bid process.
• Schedules for planned absences; schedule changes, such as vacation and breaks
• Retains special training and special events schedule
• Uses accuracy of forecast and schedule accuracy measurements for continuous improvement
• Works closely with client services to adjust staffing expectations based on validated data.
• Conducts root cause analysis as required, and provides business solutions to Manager/Client.
• Works closely with Operations Team to ensure respective lines of business are in line with requirements.
• Mitigates business deliverable risk by closely maintaining all short and long term staffing requirements.
• Ensure continued profitability via efficient resource allocation
• Measures, monitors results and makes adjustments based on requirements and business deliverables.
• Recommends and modifies staffing models to best suit contractual requirements.
• Remains highly familiar with all contractual deliverables and parameters.
Requirements:
• Candidate must possess at least a Bachelor’s/College Degree , any field or equivalent work experience
• At least 1 year experience specializing in Scheduling in an international call center environment
• Strong background in IEX and other workforce tools is required.
• Handled large scale accounts (on-shore or off-shore) with multiple LOBs is desired.
• Advance knowledge in MS Excel is desired
• Excellent reporting skills; knowledge in pivot reporting
• Experienced in manual scheduling
• Applicants must be willing to work in Silver City, Frontera Verde, Pasig.
• Ability to start ASAP is an advantage
• Open to rotating and graveyard shifts
NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview
—
This job post can also be shared to your friends or colleagues who wanted to explore job opportunities in the BPO/Call Center industry. Just share it!
Real Time Analyst (RTA)
Location: Frontera Verde, Pasig
Headcount: 3
Salary: Negotiable
Starting date: ASAP
Responsibilities:
The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.
• Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
• Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
• Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
• Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
• Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results
• Manages agent profiles within CMS to best utilize all staffing resources
• Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results
• Participates in Help Desk calls to relay how issues are impacting the call center
• Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
• Effectively communicates call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.
• Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders to set expectations and confirm business needs to allow the business to make sound decisions
• Provides the business with timely status updates on projects and initiatives
• Complete necessary reports, ad hoc reports as required
Requirements:
• Bachelor’s Degree (any field) or equivalent work experience
• At least 1 year experience specializing in Real-Time Monitoring or Workforce Analysis
• Advanced knowledge in MS Excel and relevant WF tools such as IEX and CMS.
• Knowledge in problem solving processes
• Strong communication skills
• Above average reporting skills
• Excellent analytical skills
• Must possess effective organizational skills and time management skills
• Ability to work on several projects simultaneously
• Ability to come up with sound and accurate decisions in any given circumstance
• Ability to exhibit professionalism
• Demonstrated ability to work with a team
• Demonstrated ability to communicate effectively and professionally with internal and external associates
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
• Ability to work a flexible schedule (graveyard/shifting schedule)
• Amenable to working in Frontera Verde, Pasig City
Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com
NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview
—
This job post can also be shared to your friends or colleagues who wanted to explore job opportunities in the BPO/Call Center industry. Just share it!
Location: Taguig City, Philippines
Salary: Open to negotiate
Starting date: ASAP
Qualification:
• Provide customer support in Thai language.
• Must be fluent in Thai and English
• Customer service oriented
• Willing to work on client dictated schedules (shifting schedule: day, mid or night)
• Willing to be trained
• Willing to start ASAP
Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com
NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview
—
This job post can also be shared to your friends or colleagues who wanted to explore job opportunities in the BPO/Call Center industry. Just share it!
Call Center Pilipinas // 