Alorica - Innovation in HR Management, Planning & Practice
Name of Organization / Company: Alorica Inc., Irvine, CA USA
Category: Award for Innovation in Human Resources Management, Planning & Practice > Other Service Industries
Entry Title: Human Resources and Rebadging: How Precise Planning and Particular Processes Help Pilot Policies, Politics and People
Essay
Transitioning employees from an in- house environment to an external outsourcing services provider is known as rebadging—and while it can be a truly daunting proposition, working with the right provider makes all the difference. Alorica proudly has more rebadge experience than any other customer service supplier. In fact, over the last 20 years, we have rebadged more than 88,000 employees in 150+ locations across the globe, earning a reputation built on creativity, flexibility and willingness to invest in people and partnerships.
At Alorica, we use proprietary methods to ensure the effective and efficient transition of employees and process/procedures are seamless with the goal of achieving mutual success for the client, employees and Alorica. This methodology is a key differentiation for Alorica: it has been objectively tested and found to be a critical contributor in all of our successful rebadge migrations.
In all rebadge efforts, carefully- considered alignment with Human Resources is vital for a successful transition. By having a clear operational strategy, the department is able to focus on employee retention, communication, benefits and performance.
The Great Reboot!
A multinational computer technology company decided to move a majority of their contact centers from internal management to an outsource provider—in order to no longer be responsible for operations and staffing. Keeping the client’s multilingual staff onboard and engaged, while incentivizing them to become more efficient, would require building trust and displaying cultural sensitivity. To ensure a smooth changeover from a Human Resources perspective, we:
• Navigated cultural expectations: Our leadership team first worked to gain support from—and show respect towards
—local management; we did this through constant, in- person communication and by embracing the tradition of handing out red envelopes with a small gift of money to indicate good luck. We also familiarized them with Alorica’s dependable track record in order to build trust and rapport.
• Matched previous compensation packages: We maintained the existing pay/benefits structure to ease employee anxiety and minimize any disruption to end- customer support.
• Incorporated positive recognition and incentive programs: We implemented visible, daily recognition programs to create a lively—yet professional—atmosphere, and we switched from annual bonuses to more frequent incentives closely tied to performance. We also held numerous town hall meetings to highlight advancement opportunities.
• Adding to the family: To ensure adequate staffing of the new center, we set up a ramp plan with the Client Services and Operations teams—placing ads in the community, utiliz ing our recruiting chatbot and quickly setting up interviews.
• Planning for success through training: In order to obtain quality metrics (including setting up monitoring forms, calibrations, coaching, alert tracking, etc.), the team evaluated and updated new- hire training coursework and any other training materials to ensure strong performance results right out of the gate.
By involving team members throughout the site and demonstrating a high degree of cultural sensitivity and awareness, 100% of management staff were rebadged and employee morale has remained high. Due to the rebadge success (thanks in great part to a well- orchestrated dance between Human Resources, Facilities, Legal, etc.), Alorica was recognized by the client at its Asia Japan Pacific Partner Summit as the site with the most improvement for CX and the largest reduction in repeat customer interactions. And from a Human Resources standpoint, we achieved the following for the client:
• Less than 2% attrition rate per month
• 200 team members rebadged in Tianjin, China in 2018
• Planned expansion in China, Japan, South Korea and the U.S. over the next five years
Our success with this program continued as Alorica Dalian was further recognized in the fall of 2017 with the Global Customer Experience Award (“Global CX League of Legends”) and the Top Offshore Contact Center Award by the Chinese Electronic Commerce Association in Beijing.
LINKS:
Alorica ReBadge Capabilities & Experience: https://vo-general.s3.amazonaws.com/d41a0740-7bab-4985-83c6-71c47cf0bc3c/fb6ed477-35e6-4459-bf65-4331bed7b9be?AWSAccessKeyId=AKIAJ4PRWO26HAX3IOCA&Expires=1647272991&response-content-disposition=inline%3B%20filename%3D%22Rebadge%20Capabilities%20%20Experience_Stevies.pdf%22&response-content-type=application%2Fpdf&Signature=bBB6ac9td8qL8RtUfEY5GxGXJy4%3D