customer service representative

service à la clientèle

chargé de recouvrement

financial representative

évaluateur de l'expérience client

Alorica

Worked in sales pitching an insurance product for a prominent Canadian Bank. Not a very good product as it has been widely prohibited in many neighboring Western countries. 

There were many great customer service skills to learn and selling points, rebuttals and negotiating as well as giving comprehensible details on how the product work, to make the client better understand. Much of it depended on new clients and a good presentation/delivery of the product to close a sale. 

Management was decent and approachable. 

The hardest part of this job : 

System issues were a major problem. So many technical issues that were never resolved - happening to many agents. This did not help for delivery and promotion of the product as sometimes calls needed to be passed. 

Technical issues would get so bad, sometimes agents would lose out on a whole week of bonuses and many hours. They have a system error? Your pay suffers. Everyone willing and ready to work, but sometimes NOT the system. 

Call rotations for this job were not fairly distributed. Just a handful of agents given the lion share of good prospects, while the rest seemed to be flipped around. Most (90%) of your sales came from good prospects/leads. If you were given reissues/poor leads all day, you would not expect much for a sales count - regardless of how skilled you were. 

Bonus pay had to be monitored, as you may find it wasn't correct. 

Alorica paid min wage, and have agents across Canada working the same job (for this particular campaign), but because each province has different min wages, there would be variations of pay per agent. For example, an agent in Ont. getting 17.20hr while an agent in Nova Scotia 15.20hr. This would certainly create a discouragement for some agents. 

The high turnover was difficult. It was so bad, their were new hires almost every single month.  For the (almost) 2 years or working there, the turnover rate remained the same. This would create more discouragement as every time new agents were deployed, some long term agents were put on a back seat and given low lead/prospects, while the new comers given the good prospects/leads. I think it would have been ok if there were hires every 3-6 months, but not so....

It's an enjoyable job for work experience and getting to know all the various customers. There was a lot to learn about understanding personality traits, characters and whether they were a catch for a sale or not. 

One could greatly benefit from Alorica for the purpose of experience, and then looking elsewhere for a better paying employer. 





I worked at the Collection Department (outbound call) for a brief period of time. The employees are very nice but the management team of this dept operates based on petty talks. Many of the management team members were former call center agents who have been working at Alorica for over 10 years. Some supervisors could be abusive in a very cunning way. If you are no on good terms with the supervisors, they would really pressure you in a nasty and disturbing way under the guise of ensuring you to follow the rules and to perform well. To survive there, you would need to be under the wing of one of the wicked supervisors. Some agents are in safe hands simply because of their country of origin, ethnicity, and religious faith. If you don't have any affinities to the supervisors' country of origin or ethnicity, you would be under scrutiny. They would want you to sit at only certain stations near to them, explaining that it is because they want to help you perform well. But the truth is that you would be under their wicked scrutiny. In other words, you would be subjected to workplace discrimination and psychological harassment by such wicked supervisors. They evaluate the quality of the calls based on purposely selected calls as opposed to randomly selected. Therefore, their evaluation is very biased and subjective. In addition, many of the supervisors are unqualified and untrained to provide coaching. Some of the supervisors and staff don't know how to respect one's private space. Asking one's religious faith and marital status is very common in this department. It is definitely not North American or Canadian workplace culture. Overall, the Collection Department at Montreal office needs to overhaul its entire operation system if they want to retain people and reduce its high employee turnover. The training should cover some sessions on increasing the awareness of workplace harassment and discrimination for employees. The supervisors also need to be trained on such matters.

Learned absolutely NOTHING during the training. The trainer only talks about his life, specially his cats and his childhood, then you'll be ask to sit and listen with a senior agent on the production floor for 2 whole weeks ( and when i say sit and listen, that's literally all you have to do, sometimes you'll be lucky enough to sit with someone who actually teaches you something about the account.) I've never been so bored my entire life! I almost quit during the training phase, but still did my best to stay until I was endorsed to the production floor, Im being paid doing nothing anyway. 

When I was finally endorsed on the production floor, the account is easy compared to the other accounts that I had on my previous call center jobs. They gave me the schedule that I requested. We are in collections and its not that hard to get rollbacks. You'll also get bonuses for doing a great job (which you'll receive after 2 months!!). The team leads and the Supervisors are nice and helpful but tends to favor agents whos been with the company for a while. Most of the coworkers are very nice and helpful as well. Its a multicultural place and I pretty much enjoyed working with them. However due to the tough competition with the rollbacks, some agents tend to cheat, and the supervisors doesn't do anything about it.

After few months we found out that we are losing our jobs through the grapevine. This went on for like 2 months, and the management wont confirm anything. Then one day a guy from the management who came from a different site, announced that the rumors are true. Just like that! The site had been doing great but they said that they cant afford to extend the lease of the building for another 5 years. Some employees had been here for more than 10 years, and they just don't care at all!

This is the only company I have come across where call quality auditors only listen to half the call and intentionally fail you, of course we all know you can only have so many fails before you get fired. The auditors are located where English isn't the primary language and they have no knowledge of the system YET are giving information on what they would have done instead of what the company policy dictates the employees do. The person in charge of speaking to agents in regards to the call quality concerns is dismissive and refuses to hear any escalations back in regards to quality concerns from the audited agent. Management is constantly unavailable for supervisor requests from customers. The scheduling isn't bad BUT you will be penalized when THE PROVIDED programs crash and or lock you out for no reason and prevent you from doing work. Training is mediocre at best with 2 weeks (which is the norm) there is only one week of instruction , the second week is on the phone learning. Even those who fail the workflow tests still get a job putting more strain on other employees, there is no inspection of home office for working from home allowing dogs and kids rampant in the background of many calls

No accountability for anyone off the phones, management tries to avoid paying you stat pay, by editing your timecard, when your supposed to be off work, supervisor requests by customers never speak to a supervisor(they speak to a regular agent who states they are a supervisor), no instant paystub availability (comes 2 weeks later by mail)

I have been here now six months, training was the best part of the entire experience. But then after your 9 weeks in a sheltered environment, they feed you to the sharks. I wish I was joking about that, but I'm not. There would be days when team leads would be walking around the site with walkie talkies monitoring how long we were in unavailable. Everything is monitored. And it took me a very long time and a lot of hard work to get my scorecard balanced. And all I got was "good job". 

Effort is not recognized there, and they do not care about why you missed a day, even if it was valid. They will still write you up. The pay is laughable, they hire just about any body and then wonder why they end up with people who can't really do the job. I personally do not feel like 9 weeks was enough training. 

Especially because the 4 weeks we spent on the phone was still cloaked in lies. It was until i was on production that I found out the truth. They left my team without a manager for two weeks. Then they gave us 3 different team leads, and in a few weeks I will have another one. They promote people who did not get there by merit but simply by kissing the right person's butt.

This company needs to be reported. Period.

I was in training which lasts 2 weeks and they fired me at the beginning of the second week because they believe making mistakes is a crime. If you have difficulty learning new things or are a normal person this job isn't for you. When you point out how insane the bar is they look at you like you're insane and thinks it's normal. You have to make no mistakes or else they hold the right to immediately terminate you and there's nothing you can say about it. The dress code is strict you can't wear hats of any kind bandanas and durags included even though it's a phone job. The people who work there tell you it's an easy job consistently but they have been there a long time and don't understand the difficulty of learning new mediums especially if you have no prior experience in a job like that. Terms are confusing to remember and statements must be said to the letter otherwise you are on grounds to be fired. Do not apply for this job unless you're a workaholic with no outside stimuli or life.

I regularly take calls everyday.I assist customers with their general questions and billing queries.I also assist them with basic technical troubleshooting in fixing their mobile devices.I learned to be patient because at times I needed to assist irate and upset customers.I also learned teamwork since we work on a corporate world.The hardest part of my job is multi tasking since you have to listen to the customers issue as you fix their account and put memos on their account.The other facet of my work that challenged me is controlling my emotions when I get to assist upset customers.That is so far the most challenging part of my job.Everyday I have to deal with customers yelling at me and sometimes degrading my nationality since sometimes I encounter racist customers.The most enjoyable part of my job is when customers express their gratitude after I assist them.Those words of commendation are priceless.It lifts my mood and rebuilds my self confidence.:-)

The job is monotonous, pitching the identical script to every single client for 9 hours. And every client is called repeatedly even though they've declined repeatedly. And yet management is constantly on our backs to make sales. There are no social activities to lift peoples spirits. There is no such thing as a raise. Minimum wage is the norm and some have been there for many years and still make a few cents above minimum wage. Our health coverage covers less now than when I started. We're told by management that we need to fill in hours so they make us work overtime and then the next week cut hours which defeats the purpose. But my coworkers make the day bearable. We get along for the most part; we all have our sense of humour. Immediate supervisor and coaches are very understanding and personable.

What is the best part of working at the company?
The camaraderie among colleagues and the sense of purpose in our work.





What is the most stressful part about working at the company?
The pressure to meet deadlines and the constant demand for high performance.







What is the work environment and culture like at the company?

The work environment is collaborative and dynamic, with a strong emphasis on innovation and teamwork. The culture fosters open communication and encourages personal growth.






What is a typical day like for you at the company?
A typical day involves collaborating with team members, tackling challenges, and contributing to projects aimed at achieving company goals. Meetings, brainstorming sessions, and focused work periods punctuate the day, all within a supportive and dynamic atmosphere.

I've worked in a few call centres before on site so I was pleased to have been hired by Alorica as a Work-from-Home employee for a certain campaign dealing with inbound customer service calls. The training was pretty straight forward and people were friendly and welcoming. Just like any other call centre job, you must have the stomach to bear some few aggravating calls. It seems there's a possibility to grow in the company, but I did not  stay long enough.  I must say, the managers were pretty easy to talk to if you have any issues or need help as they came across as very open. Although when notified of my resignation I have never received a response and was simply deleted out of the system left a bitter taste to my mouth. 

All in all, would still recommend working here if you prefer working from home, in a fairly simple job if you are motivated. 

Top Job Titles	Average salary
Customer service representative 9 salaries reported	$20.33 per hour
Service à la clientèle 3 salaries reported	$20.00 per hour
Chargé de recouvrement 7 salaries reported	$18.11 per hour
Financial representative 5 salaries reported	$18.00 per hour
Évaluateur de l'expérience client 3 salaries reported	$20.50 per hour

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