Alorica Celebrates Workplace Certification Across Latin America
Alorica Inc., a leading global customer experience (CX) provider, has achieved an impressive milestone by securing Great Place to Work certification in all nine countries of its operation across Latin America and the Caribbean. This certification reflects the voices of employees and their experiences in five crucial areas: credibility, respect, fairness, pride, and fellowship. This achievement recently includes newly certified sites in Jamaica, Uruguay, the Dominican Republic, and Paraguay—its latest site launched in early 2024. Notably, the Philippines has continued its recognition for the third consecutive year, while Guatemala marks its fourth year of such honor. Alorica is equally proud of its second consecutive certification in Colombia, Honduras, Mexico, and Panama, showcasing a consistent corporate culture focused on positive employee experiences.
Significance of Recognition
More than 11,400 employees contributed their feedback through a survey administered by the Great Place to Work Institute, a world-renowned authority in workforce culture and employee satisfaction. The compelling survey results exemplify Alorica's commitment to enhancing employee experience and satisfaction in the workplace.
“This accomplishment speaks volumes about our people-first approach,” expressed Mike Clifton, Co-CEO of Alorica. Clifton emphasized that innovation in technology extends from empowering employees and fostering a positive work culture, which in turn enhances overall performance and client satisfaction.
Impact of Investing in Employees
In support of this certification, Alorica's Co-CEO Max Schwendner highlighted the importance of investing in talent as foundational to the company’s strategy for sustainable growth. The passion and drive of Alorica’s workforce propel the company's growth and help establish it as an exceptional service provider in the CX industry.
In 2024, the company notably expanded its operations in the region, establishing a presence in Paraguay and hiring over 600 new team members. Alorica has seen substantial workforce growth, with nearly 3,500 additional agents joining the team, equating to a year-over-year increase of 15%. The company has demonstrated its commitment to internal career advancement by promoting over 1,000 employees and filling 89% of its leadership roles from its existing employee pool. The organization also boasts an impressive employee Net Promoter Score (eNPS) of 92%, significantly higher than industry averages.
The People-Centric Approach
Jose Ramirez, the President of Alorica for Latin America and the Caribbean, remarked that the company thrives on a supportive culture where employees feel appreciated and motivated to drive success, not only in business operations but also in community service and development.
A Growing List of Accolades
Alorica's achievement joins a plethora of awards recognizing its dedication to employee experience and corporate culture. The company has recently garnered several honors, including:
- 2024 Stevie® Award for Technology Breakthrough of the Year
- 2024 AI Breakthrough Award for Best AI-based Solution for Customer Service
- 2024 Stevie® Award for Customer Service Employer of the Year
- 2024 Asia-Pacific Stevie® Award for Innovative Achievement in Diversity & Inclusion
- 2023 Diversity, Equity & Inclusion commitment recognized in Ragan's CSR & Diversity Awards
- 2023 Stevie® Award for Minority-owned Business of the Year
These accolades represent a continuous commitment to employee satisfaction and excellence in service delivery.
About Alorica
Alorica stands as a global leader in designing and executing tech-enabled customer experiences at scale. By serving as a full-service and strategic partner, the company integrates next-generation technology with a digital-first, customer-focused approach. Employing over 100,000 skilled professionals across 17 countries, Alorica empowers brands through customized solutions tailored to meet customer needs. With ongoing investments in digital innovation amounting to 150% year-over-year, clients benefit from substantial enhancements in engagement, contact reduction, and significant cost savings. With a proven history of excellence spanning over 25 years, Alorica has achieved remarkable customer and employee satisfaction ratings, fostering long-term loyalty.
Frequently Asked Questions
What does the Great Place to Work certification entail?
The certification recognizes organizations that excel in creating a positive workplace culture based on employee feedback regarding credibility, respect, fairness, pride, and fellowship.
How many countries does Alorica operate in?
Alorica operates in nine countries across Latin America and the Caribbean, recently expanding its footprint further.
What improvements has Alorica made in employee satisfaction?
The company achieved a notable eNPS of 92%, reflecting its strong focus on creating a supportive and engaging workplace environment.
What awards has Alorica received in recent years?
Alorica has won multiple awards, including the Stevie® Awards for Technology Breakthrough and Customer Service Employer of the Year.
How does Alorica empower its employees?
Alorica invests heavily in career advancement and promotes from within, with a significant portion of leadership roles filled by existing employees.
