Alorica Inc., a global leader in customer experience solutions, today announced its continued growth in Latin America (LATAM) by establishing a new contact center in Cali, Colombia. As Alorica scales and diversifies its world-class talent, Cali serves as the latest investment to provide clients across a variety of industries with next-generation solutions to exceed their CX needs. In the second quarter, Alorica plans to hire locals for both onsite and work-at-home positions.
“As we continue extending our global footprint, our growth in the LATAM market has never looked stronger,” said Brian Delaney, President of LATAM & Caribbean Operations at Alorica. “Expanding our presence to Colombia enables us to offer more premier CX services in both English and Spanish. Laying roots in the vibrant city of Cali bolsters our talent pool, allows more optionality to our clients, and enhances the impactful customer interactions we’ve been known to deliver for over 20 years.”
Alorica has more than 17 years of experience in LATAM and the Caribbean, already operating in seven countries including the Dominican Republic, Guatemala, Honduras, Jamaica, Mexico, Panama and Uruguay. As an ideal growth engine, the region delivers bilingual talent, with physical proximity and cultural similarity to the U.S. and continues to attract clients focused on business continuity and resiliency, while remaining cost-efficient. The new presence in Colombia will expand Alorica’s in-demand nearshore operations and further its reputation as one of the largest customer service providers in the world.
As a recognized customer service BPO leader, Alorica demonstrates its commitment to investing in its people by focusing on employee engagement and performance. Through constant evaluation of the employee Net Promotor Score (eNPS), coupled with award-winning training programs and culture initiatives, Alorica strives to remain the “best place to work.” The results are increased employee satisfaction, lower attrition rates and leaders being promoted from within the company year over year. Leveraging its work-at-home solution—Alorica Anywhere—not only allows the company to provide further flexibility to clients, but also to employees. Through a versatile operating model, Alorica offers gamified digital tools including a mobile app to help agents hone their skills, improve KPIs and build confidence, while sharing real-time feedback at every stage of the employee lifecycle to ensure high-quality service delivery.
“As a family-founded and led, minority-owned business, our people are everything,” added Delaney. “Our dynamic company culture is made possible because we hire and develop talented Aloricans from diverse backgrounds and geographies. And as part of our corporate social responsibility, impact sourcing remains among our highest priorities so we may also benefit the communities where our employees live and work. We’re looking forward to creating many jobs in Colombia.”
Alorica’s new call center is strategically located in the Palmetto Plaza Shopping Mall alongside the top universities in Cali. The location offers employees numerous onsite amenities including accessible transportation, public services, retail stores, and more, while providing maximum efficiency for both brick-and-mortar and work-at-home operations.
Alorica is a global leader in customer experience solutions. We are made up of 100,000 passionate problem solvers who make lives better through positive customer interactions—at every touchpoint—across voice, chat and social. Leveraging innovative technologies—including intelligent automation and a comprehensive analytics suite—we support the world’s most respected brands with the best talent and resources necessary to create insanely great experiences. Alorica provides a host of world-class services—from customer care to financial solutions and digital services—to clients across industries of all kinds, many of whom are on the Fortune 500. Alorica contact centers and operation hubs span the globe with locations in 15 countries. To learn more, visit www.alorica.com.