Having the best in customer experience is vital for just about any organization these days. After all, it's customer experience that keeps customers coming back in the end, since it covers the entire journey from initial contact with a brand to after-sales service and beyond. So companies have been hard at work to not only make a better one, but also make tools that would help others improve the customer experience as well. Alorica recently established a stock purchase agreement with Expert Global Solutions to set up those new tools.
The pair were responsible for around $2.3 billion in revenue combined back in 2015, and with this deal, both firms will operate under Alorica's brand. With around 52,000 employees total in North America alone, including 6,000 working from home, and another 38,000-plus worldwide, the new Alorica will be delivering a lot of value to incoming callers looking for a means to put data to work to find new insight and deliver the best experience to customers.
The combined effort will have a total of over 600 customers, reports note, and will have a particular focus on delivering support via an omnichannel process. It will offer support through voice and mobile, through Web chat, and even through social media and video options, making it available on a variety of channels regardless of location or time of day. The reports note that EGS' shareholders will now be “meaningful minority shareholders in Alorica,” a development that may be just fine for EGS shareholders as EGS itself is a portfolio company managed by One Equity Partners.
Alorica founder Andy Lee—who will be chairman, CEO, and majority shareholder of the new Alorica—commented “Increasingly more companies are looking for industry-specific customer experience solutions. With our domain expertise in nine major verticals, particularly in healthcare, communications, retail and financial services, we'll be well positioned to tailor the right mix of talent, capacity, analytics and technology to deliver solutions for every client.”
Here, Lee is quite right. Businesses are craving a better customer experience to improve the odds of customers coming back and making purchases later. With a larger number of options than ever before, and customers becoming increasingly empowered by the availability of information, businesses must provide top-notch customer experiences to not only prevent customers from leaving, but also from leaving scathing online commentaries about that experience that may sour other users from making purchases with a business. Negative customer reviews can kill a business—anyone else remember Amy's Baking Company?—so providing the best customer experience improves the chances of return business and that new business won't be scared off by bad reviews.
Alorica's acquisition of EGS should help drive that improvement in customer experience by offering better means to tell what works and what doesn't, a key factor in any top-notch customer experience.
Edited by
Stefania Viscusi
