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News : Alorica to Add 150 Jobs at Davenport Center

#contactcenterworld, @OfficialAlorica

Davenport, IA, USA, Aug, 2017 -- Alorica, at provider of customer service solutions, launched efforts to fill an additional 150 positions at its operation in north Davenport.

In a brief ceremony, company officials announced the expanded workforce as well as initiatives aimed at supporting military veterans. Recruitment began with a meet-and-greet session and on-the-spot interviews. The additional jobs will mostly be customer engagement experts, but some positions are for new managers and trainers.

The former APAC call center, 250 E. 90th St., was part of Alorica's acquisition last year of APAC parent Expert Global Solutions, or EGS. Alorica spokesman Ken Muche said the EGS purchase expanded Alorica from 40,000 workers to 90,000. Since then, the Orange County, California-based Alorica has grown to 102,000 employees across nearly 100 facilities in 30 states.

"We've been growing organically because we've been gaining more business from our clients," he said, adding "Part of that growing is here in Davenport."

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Located in the former Caterpillar Inc. manufacturing facility, the center no longer identifies itself as a call center, Muche said. "We're so much more than that."

As a customer engagement center, Alorica's employees provide customer service on many more platforms today from e-mail to online chats, social media "and we're on the phone too," he added.

Hiring will continue at the center, which now employs 400, and potential employees are invited to stop in the center to meet staff, or apply online.

The Davenport center also announced plans to promote the hiring of military veterans to add to the 29 veterans it already employs, Muche said.

In addition, the center unveiled a new partnership with the Military Veteran Project, a nationwide volunteer-led organization focused on working with veterans in need and raising awareness of PTSD. Founded by Melissa Jarboe, the five-year-old organization is dedicated to preventing veteran suicide and seeking alternative treatments for PTSD.

Muche said as part of the company's philanthropic efforts, many of its facilities are involved in chapters of Making Lives Better with Alorica, an independent nonprofit dedicated to providing assistance to individuals and organizations in the communities where Alorica operates. and individuals, as well as grants to fellow employees in need.

For their part, the Davenport employees have committed to conducting a volunteer telephone campaign outside of work to assist the project. "We're going to put our skills to work and raise awareness of PTSD," Muche said, adding that 20 of Alorica's Making Lives Better chapters have partnered with the project to date.

#contactcenterworld, @OfficialAlorica

Posted by Veronica Silva Cusi, news correspondent
Source: http://qctimes.com/business


About Alorica:
Company LogoAt 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 100,000 employees across the globe.
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Today's Tip of the Day - Pound-Hash-Number!

Read today's tip or listen to it on podcast.

Published: Tuesday, August 22, 2017

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2020 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608
 

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