CASE STUDY: BPO COMPANY AMIDST PANDEMIC

CASE STUDY: BPO COMPANY AMIDST PANDEMIC

ALORICA
Business process outsourcing is the act of outsourcing some aspect of your
business's operations to a third-party vendor or service provider. Business Process
Outsourcing or also called BPO has a team known as a call center, it has outsourced
agents who handle incoming and outgoing customer calls for other businesses. In this
case point, Alorica is part of the BPO industry in the Philippines. Alorica is a leading
provider of Business Process and Customer Satisfaction Outsourcing solutions that
span the entire customer lifecycle. Alorica’s mission is to deliver insanely great
customer experiences. “We’re making lives better…one interaction at a time. We
combine passionate people with powerful solutions.”
Alorica’s was founded last 1999 of the current CEO, Andy Lee. The center
of operations is in Irvine, California, United States. The president of the Asia region for
Alorica is Bong Borja. Alorica was originated in two names, “lorica” a Latin word means
services a knight provides and “A” a Greek term for Alpha or first. Hence, Alorica means
first in service.
Alorica has 16 branches all over the Philippines and almost all branches are
located in Luzon. However, this study focus on Alorica’s branch on Fort Bonifacio in
particular on PhilPlans Corporate Center 10th Ave. cor., Kalayaan Ave, Taguig, 1630
Metro Manila.
Alorica has voice (inbound and outbound calls), non voice (email or chat support)
and technical support service that employee works with. There is also variety of
accounts that Alorica carry from banks, retails, car manufacturers, utility and even
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telecommunications account but the account popularly known that Alorica handles is AT
& T account which is an American multinational conglomerate holding company. Most
clients of the Alorica are the North American people.
I. Time Context
The problem of the company we chose which is Alorica happened during
the time of pandemic on March 16, 2020, when our President Rodrigo Duterte
imposed the Enhanced Community Quarantine (ECQ) in all parts of Luzon, which
happens to be a total lockdown that limits the movement in every city except for
emergencies, work, and other health-related errands, in response to the
pandemic happening in the Philippines.
II. Viewpoint
Managers are the one who should be accountable for the well-being of the
projects, decision, and actions of the team or the employees, they should make sure
that the employees are supported by the company, and to know what are the
problems that the employees are currently experiencing in the company so they can
address the problem quickly and make an urgent solution.
III. The Problem
Based on the survey conducted by Alorica about Alorica's response to covid-
19 during the pandemic, they want to know from their employees how Alorica has
responded to Covid-19. What is working at Alorica during corona virus-like? Are
some employees at Alorica working from home? These are some of the things that
Alorica's management wants to know. There is a major problem in coping with
change and unpredictability, the survey shows the lack of preparedness and not a
good response to the pandemic happening which results to many complaints of the
employees about having bad management. There are complaints by the employees
in whom they say that the management is not assuring them about the safe work
environment, and they are very slow on implementing a plan for the safety of their
employees. Some problems because of the lack of preparedness and company’s
struggle to cope up with the "new normal" are not enough resources and equipment
needed for the Work from Home set up, and not enough benefits to cover the costs
for the Work from Home set up that is why a lot of employees feels the lack of
support by the company and the lack of preparedness and struggling with the
change reflects the problems of the employees during the pandemic.
IV. Objective
 To provide necessary actions with the concerns of the work from home
employees that they feel that they are well supported by the company
V. The Areas of Consideration
Internal and external environment of Alorica through SWOT Analysis:
STRENGTHS: WEAKNESSES:
ess and Customer Satisfaction Outsourcing solutions and the world’s largest provider of customer
Lacks in managerial
experiences support/skills
to North American consume
Enhanced analytics/IT support Lack in preparedness during this pandemic
Client relationship management Workplace culture
High attrition rates
SWOT ANALYSIS
OPPORTUNITIES: THREATHS:
Increasing awareness of outsourcing services Emerging competition
Invest in Vertical Industry and Functional Processes Natural calamities/disaster (e.g., Pandemic, typhoon)
orica that will enable the firm to maintain its loyal customers with great service and lure new customers
Political instability
through other value-oriented prop
VI. Alternative course of action
- ACA1: Conduct management development and leadership trainings.
 Advantage: More trained employees and managerial supports will
increase. This will also increase the competitiveness of employees
and the governance inside work will improve.
 Disadvantage: Programs can sometimes be implemented in an
ineffective way that employees may fail to connect.
- ACA2: Make employee engagement possible in a team
 Advantage: Decreases high attrition rate and increase employee’s
participation and productivity.
 Disadvantage: Valuable information can leak because of sharing it
into a chunk of employees.
- ACA3: Invest in disaster and calamity management
 Advantage: preventing bigger disaster in your company and
reduce risking the safety of the employees and the leaders in the
company. This will also help reduce the cost that disaster may bring
and will not risk the business continuity.
 Disadvantage: there is a minimal disadvantage here. What kind of
calamity will occur, and will the company continue this for a long
run?
- ACA4: Improve workplace culture
 Advantage: This will attract strong positive environment in the
workplace and will affect the performance of the employees.
 Disadvantage: some employees might resist change that will lead
to more diverse environment in the workplace. This can also
distract the objectives of the company.
- ACA5: Hazard pay or compensation
 Advantage: This will help the business to address the current situation
at the same time serves as a motivation and possibility of employee
retention.
 Disadvantage: It will be costly on the part of the business as it will be
added to their expenses.
(PARAMIHIN DAW YUNG ADVANTAGE AT DISADVATAGE PER ACA)
VII. Recommendation
ACA4: Improve workplace culture
Keep the feedback from the employees
Create new culture of learning
Use training to connect and engage
Implementing health and safety protocols
Following water, sanitation, and adequate hygiene services—or WASH—
which are the primary line of defense against the spread of COVID-19.
Locally-recruited staff are eligible to receive hazard pay only on days that they
are required to work and actually do so.
This can be achieved through:
- Assigning a person responsible for the action
- Allotting budget for this action
VIII. Plan of action
ACTION PERSON TIME FRAME BUDGET
RESPONSIBLE
Improve workplace Operations 1-2 Months 100K
culture Department
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CASE STUDY: BPO COMPANY AMIDST PANDEMIC

Business process outsourcing is the act of outsourcing some aspect of your

business's operations to a third-party vendor or service provider. Business Process

provider of Business Process and Customer Satisfaction Outsourcing solutions that

customer experiences. “We’re making lives better…one interaction at a time. We

combine passionate people with powerful solutions.”

& T account which is an American multinational conglomerate holding company. Most

clients of the Alorica are the North American people.

The problem of the company we chose which is Alorica happened during

emergencies, work, and other health-related errands, in response to the

pandemic happening in the Philippines.

address the problem quickly and make an urgent solution.

III. The Problem

Based on the survey conducted by Alorica about Alorica's response to covid-

Alorica's management wants to know. There is a major problem in coping with

employees. Some problems because of the lack of preparedness and company’s

change reflects the problems of the employees during the pandemic.

Internal and external environment of Alorica through SWOT Analysis:

VI. Alternative course of action

- ACA1: Conduct management development and leadership trainings.

 Advantage: More trained employees and managerial supports will

increase. This will also increase the competitiveness of employees

and the governance inside work will improve.

 Disadvantage: Programs can sometimes be implemented in an

ineffective way that employees may fail to connect.

 Advantage: Decreases high attrition rate and increase employee’s

participation and productivity.

 Disadvantage: Valuable information can leak because of sharing it

into a chunk of employees.

- ACA3: Invest in disaster and calamity management

 Advantage: preventing bigger disaster in your company and

and will not risk the business continuity.

 Disadvantage: there is a minimal disadvantage here. What kind of

- ACA4: Improve workplace culture

 Advantage: This will attract strong positive environment in the

workplace and will affect the performance of the employees.

 Disadvantage: some employees might resist change that will lead

to more diverse environment in the workplace. This can also

distract the objectives of the company.

- ACA5: Hazard pay or compensation

at the same time serves as a motivation and possibility of employee

 Disadvantage: It will be costly on the part of the business as it will be

added to their expenses.

(PARAMIHIN DAW YUNG ADVANTAGE AT DISADVATAGE PER ACA)

ACA4: Improve workplace culture

Keep the feedback from the employees

Create new culture of learning

Use training to connect and engage

Implementing health and safety protocols

Following water, sanitation, and adequate hygiene services—or WASH—

are required to work and actually do so.

This can be achieved through:

- Assigning a person responsible for the action

- Allotting budget for this action

ACTION PERSON TIME FRAME BUDGET

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