customer service representative

sales consultant

social media specialist

bilingual customer service associate

moderator

Alorica

A typical day at work was coming in early in the morning and taking calls for 8 hours with two 15 minute breaks and a 30 minute lunch. While the pay is good it doesn't really cover the amount of stress you deal with in the call center everyday. Here's why.

Strict Dress Code:
First off you are required to wear a "business casual" outfit everyday except Friday-Sunday. Which was really annoying because honestly who cares about what your wearing its a call center its not like the customers can see you! Why add the stress of having to wear clothes that are uncomfortable when your sitting in a cubicle all day where very few people can see you? I would have been much more happier in the mornings if I could of showed up in casual attire. And even though you can dress casually on Friday-Sunday, they are still very strict on what you wear. No holey jeans, No open-toed shoes, No tank tops, etc. And they have people who monitor the halls like some sort of "Fashion Police" who will write you up if your outfit doesn't meet their ridiculous code.

Breaks & Lunch:
As I said before you get two 15 minute breaks and a 30 minute lunch. Whats wrong with it? You have to switch AUX codes on your phone and then log out and lock up your computer before you leave the station, and in doing so you waste 2 minutes of your break or lunch. And if your even 2 seconds late logging back into your phone the front desk will page "beep" your phone repeatedly until you auto-in to the queue. I think they give you 30 seconds grace period once your break or lunch is through but exceed that limit its an automatic write up. Wish I could be paid to sit there and page other peoples phones all day and annoy them. Another thing, 30 minutes for lunch is just not enough time; 45 would be acceptable. We had 3 or 4 fast food joints in front of the center where some people would go get food during their lunch breaks. But by the time you run or drive to the restaurant and come back to the center you only have like 5-8 minutes left to eat! Which is exactly why I always brought my lunch and didn't bother with that.

No personal cubicle/workstation:
All the work stations on the floor are based on a first come first serve deal. Basically if you want a certain spot you have to come in earlier and nab it before somebody else does. This means there are dozens of different people using the same computers each week. Talk about a breeding ground for germs! And whats even more disgusting is the company doesn't even bother sanitizing the workstations but once a month. 

Another thing that's really sad about this arrangement is every employee knows that they simply cannot mark their territory at one spot and expect to sit there for all eternity; they tell you this in orientation. But that still doesn't stop some people from decorating an entire station with their personal belongings; stickers, posters, family pictures, custom mouse pads, and so on. One day I came in and my team was required to sit in a certain area, and of course by the time I walk in there are no spots available other than the one that was decorated like a Christmas tree. 

Even though I didn't want to I had to sit there since I didn't have any other choice. Anyway I work about 2-3 hours and along comes this big beast of a woman who proceeds to stand behind me tapping her foot while I'm on the phone with a customer. Before I could end the call and apologize for taking her "Unassigned spot" she starts removing everything on the desk in a ticked off jerk-like manner being as rude as she can reaching all around my keyboard and screen while I'm trying to work. And to finish things off she takes hold of the little pad that was under my keyboard and tore it away so hard it sent the keyboard flying onto the floor! She then strutted off moodily carrying all of her belongings with her. If I hadn't been on the phone with a customer I would have given her a piece of my mind and then filed a complaint with HR.

Management/Floor support
Don't get me wrong management and floor support will stick to you like glue all throughout your training. If you have a question during a call they will be there in a flash. But once you "graduate" from training and become more self-reliant they are nowhere to be found. Floor support is required to wear orange construction vests so they can stand out among your other coworkers. When your stuck on a call or have a question all you do is raise your hand and they will come help you... at least that's what they're supposed to do.

 I can't tell you how many times I held my hand in the air just wanting a simple yes or no answer or verification that I was doing something right. Uh oh your caller has been on hold for 5 minutes and still nobody has shown up to help you! You take the customer off hold, apologize and ask that they please remain patient while you collaborate with a supervisor. You punch the "Hold" button again and wildly flail your arms in the air. Two minutes later... still nothing. You stand up and gaze around the floor hoping to see an orange vest... Oh wait there's a bunch of em! You see three people with vests in the corner casually carrying on a conversation while you and six other people in your area sit there helplessly with their hands in the air as if they were drowning. Meanwhile your customer, as well as everyone else's is not getting any happier waiting on you to respond. Floor support doesn't see you and you can't leave your desk. So what do you do? You kick the cubicle so hard everybody looks at you and yell across the floor "Hey can I get some help here please!?" Finally one of them rolls their eyes and starts toward your direction. And you only had to wait ten minutes! Not bad right? WRONG.

Floor support is TERRIBLE. Granted its been over a year since I quit so it may be different now, but when I was there you'd be lucky if somebody got to you within 5 minutes which seemed to be their best response time. They should be watching the floor for people who desperately need their help but instead they gather in little groups and talk amongst themselves and occasionally decide to help someone. And sometimes if your customer was in a situation where the company didn't live up to their end of the bargain and you're trying to figure out how to make it right so you ask floor support and what do they tell you... "Oh that's too bad. Just say your sorry." and then they walk away. Seriously? That is horrible customer service, I don't even know why they have Floor support. They basically get paid to stand there and do nothing and they only have to spend 8 hours on the phone once a week while your doing 40 hours.

The last thing I will say about this company is they are overly cautious of keeping customers personal information private. For example, on the floor you CANNOT have anything on your person. No writing utensils of any kind, no paper, no gum, no candy, not even cough drops because their afraid you might write something on the wrapper and steal someones SSN or something. And definitely NO CELL PHONES. They make everyone keep their phones in a locker next to the lobby. But of course everyone carries their phones anyway. My advice, don't do it. If your phone goes off on the floor or your caught using it there's a 99.9% chance you'll get terminated.

Also if your a college student steer clear. They will NOT work around your school schedule or make any exceptions for time off to attend classes during the week. You HAVE to work a full 40 hours every week; no buts about it. Part-time is not in their vocabulary.

I am a remote agent so I get to work from home here in Utah. My job was originally advertised as 100% work from home but they did require us to agree to move to on site "if needed". At the time it was not anticipated to be needed at any time. They are now requiring some people to commute to the on site office (that many of us have never even seen) for 1 shift per week, for no valid reason other than they say so. They have also now over-hired and are actively thinning out our numbers. I expect to be terminated any day now for arbitrary reasons.

The work itself is not difficult. I work from home for a call center, but I do not make cold calls (no outbound calls at all for the most part) and I do not sell anything. I am customer service for one of their clients. Many companies outsource to Alorica for their customer service needs, it is company policy that I do not talk about the specific company I work under.

I was provided everything I need for my job, a mediocre desktop computer with 2 monitors and keyboard/mouse/headset setup and a few extras. The only thing I have to provide is a hardwired internet connection. Equipment was deducted from my first few paychecks but will be reimbursed upon their return. Reasonable enough.

I got 2 weeks of paid training that seemed pretty good but I quickly realized it was mostly worthless upon actually joining production. Most if not all of the training was outdated or irrelevant to my actual job. New employees get used to hearing, "yeah that's actually not at all how we do that".  Turn around is very high. The company seems much more comfortable with firing people for simple mistakes and rehiring an entire crew, than to allow humans to make mistakes and learn their new job. I managed to survive the introduction along with maybe 3 or so people from my training class of about 15. I was quickly promoted to supervisor (yay) and earn a whole dollar more than regular agents. Supervisor training was abysmal and I had to quickly figure things out and learn an entirely new department where people would often come to me for help with tasks that I had never done. I got through that and I'm am fairly comfortable and familiar with my job. The work is easy and I can honestly say I'm paid enough for what I do. I do have to take the more difficult phone calls and deal with upset customers but I do so from the comfort of my own home where they can't really bother me much.

Thinks have been just okay for the 8 or 9 months that I've been with the company. Now we come to the problems. Alorica spends much more time, money, and effort in policing their employees rather than training them or trusting them to do their jobs. All calls, and screen activity is monitored and recorded at all times. QA seems to go out of their way to find any reason at all to dock you on your performance and find violations, however petty or insignificant they may actually be. If you are able to talk in a robotic, disconnected way this may be the job for you. If you prefer to communicate in a natural, human way, they will find problems with you. 

Overtime was a promised possibility going in, but I have not worked even 1 min of it. Now they are telling us almost daily that they are overstaffed and offer VTO (voluntary time off, unpaid) for anyone that wants to leave for the day. Yesterday I was told that I MUST take the VTO even though I already did the day before. It's gotten so bad that I haven't gotten 40 hours per week in over a month. I am actively seeking other employment.

The company seems good at first glance. If positions were stable it would be. There is no job security here. They run a point system for tardiness/time off/ etc. Too many points and you're gone. There's no tolerance for mistakes, even when the "violations" don't cause an actual issue (We don't like how you handled that call, you technically forgot to say this and it's a violation of code blah blah blah even though the customer didn't even notice and this will never fall back on us). 3 strikes and you're out. Mistakes are not forgiven for 90 days. So now that I made 2 very minor mistakes in 1 month, I have to be absolutely flawless in my performance for the next 3 months before I will be given the opportunity to make 1 more mistake without being fired.

They have a system called "Right Answers" or RA for short. RA is basically a search engine (that can't find things well at all) that links to hundreds of internal articles with instructions on how to do the job in any given situation. The names of these articles vary widely and often are obscure. The search engine does not find anything by synonyms at all. For example, if a customer has filed a dispute with the company, and wished to cancel or withdraw it, searching "cancel dispute" or "withdraw dispute" will find you absolutely nothing relevant. The name of the applicable article is "Disputes: Work Transaction Dispute Cancellations". Why does this matter? Because your screens are being recorded and monitored during work hours and failing to have the "correct" RA article open on the screen for reference is a violation. Did I mention that there are hundreds of articles for each department? Many are redundant and/or needing to be updated. There is one article simply called "alerts" that changes often. It is there to notify everyone (regardless of department) of any issues or changes that they may need to be aware of. Handy right? Well, if something is stated in the "alerts" article, even if it's berried under 3 months of other posts, you are expected to know about it and follow it in place of what any other RA article might say. Those articles, btw, take months or more to receive their applicable updates. If the alert says ABC, but the RA you're looking at still says XYZ and you didn't know that an alert overrode the RA 3 months ago but the RA has yet to be updated, you are now in violation. Congrats! That's mistake 1 of 3 for you (termination at 3, so really only 2 mistakes max per 90 days).

In short, the job is easy, the compensation is fair. The job is not stable and the micro managing is unbelievable. Big brother is watching! It might be a nice, stable job if you manage to find your way into the management/big brother itself. But I have no idea how to do that and probably won't be around long enough to find out. 

I was an Alorica employee from November 2024 to May 2025 and here was my experience throughout this company’s ordeal.

Around 2024, I was desperate for work so I applied to multiple jobs all willy nilly but didn’t have much confidence and Alorica was one of them. I knew from the start that the position was temporary but I needed money and from my experience in applying, I sure I wasn’t even going to be hired.

About a week later, I was scheduled for a virtual interview, which surprised me because normally I get an update at least within 2 weeks. The day on the interview, after accepting what the role entails and the conditions of this position, I immediately got a job offer 1 hour after. I was surprised and excited at the same time. Their site was very fidgety in giving out the proper paperwork and there was some back and forth but I managed to pull through.

My term of Alorica lasted for about 7 months and I worked on two different projects. The first project was for TurboTax and the second project was a 1 month one at CollegeBoard.

Working at TurboTax allowed me the benefit of using my own equipment and although there were a lot of snafus, it still was satisfactory. Tbh, I was very skeptical after training because i felt like i was learning a language I could not understand. But the leaders reassured me that everything was going to be alright and I felt more confident. Because of this, I was dominating my calls and providing great customer service. It was so good that I was offered to be an SME (a team leader), at an extra dollar an hour, in which I provide help to struggling agents while also occasionally taking calls. I thought it would be hard but I was able to pull through it at ease. Not only that but the incentives and bonuses they offered really helped me out financially.

The cons I would have would most likely be not so much of the staff themselves but more so of the technical aspects of the programs/software used. They glitched vigorously, especially when I had to go face time with a customer because a lot of times, duplicate face times were made and they get stuck in my browser. There would also be times where my microphone would not be audible in the program. The only issues I had with the staff themselves is in terms of communication and getting answers in a timely manner, such as when I had questions regarding scheduling. I didn’t receive a prompt update until later when a new schedule was being commenced. I felt that something like that could be worked on.

After TurboTax, I was offered a 1 month temporary position for their CollegeBoard project. The training was a bit much with so much information, especially with the study guides that we are given (the navigation was all over the place) and there were no incentives in this case, but I still felt that I could pass with flying colors. And so I did. I was very communicative with the calls and provided them assurance that their matter will be taken care of. For technical woes, this project permits us using only Alorica-branded equipment so we were shipped a desktop, monitors, keyboards and other devices to set up. It wasn’t difficult and rather simplistic. The only snafu I got was the login process because it takes a few extra steps, especially with a mobile device to unlock it. But we are given an extra 5 minute window to do that so I had no issue.

Afterwards, my contract ended and they ran out of projects for direct transfer so we were encouraged to reapply for future positions. I initially tried but their professional board wouldn’t let me get past certain portions of it to submit an application. After a while, I was finally able to get access and I applied to several positions they had.

But here’s the sketchy part:

Most of the time I get a response about my application. But for Alorica, I heard nothing but crickets. All of my applications remained dormant for over a month. And each consecutive day and week, I literally had to call Alorica HR and Concierge about the status of my application and getting a potential interview. I felt that I was in good standing with the company since I had little to no coachings nor was I ever written up or even reprimanded and felt it should be a cake walk. But it wasn’t. And each individual agent either took almost the next day for a response or the ones on the phone, all they could do is give me a ticket and I had to wait for another email or text for a response. The help desk was practically useless and felt like a waste of time. Why even bother have the option of HR for applicants if communication is gonna be steep? And I get that they get a lot of callers daily but this gets frustrating having to wait over 2 months for an application status; especially when I was primarily a previous Alorica employee and is still in good standing. That’s unprofessional if you ask me.

To summarize it all, Alorica is very up and down for my experience. Here’s my advice about whether or not Alorica is worth it. If you have money in the bank, it’s definitely not much and you should value your time and business elsewhere. It won’t be worth it for this long line. But if you have creditors and urgent expenses in your neck, it couldn’t hurt to give Alorica a shot. Cuz as much as they give out, it’s definitely helpful financially if you're very broke. But if the wait game is too much for you, your best bet is to go somewhere else.


A typical day at work: You log onto your computer. You answer a phone call on the computer with your headset. 9 out of 10 calls are angry customers because someone lied to them in the store about how their plan works. 3 out of 10 calls they ask to speak to your manager. You plead with your manager to take the call because you will likely fail the survey if the customer takes it even if you were honest, accurate, and kind despite the rudeness of the customer. The manager will try to talk you into taking the call anyway. The customer hangs up angry. You're required to call the angry customer back, now in an attempt to avoid them getting the survey call. Unless they tell you not to call them anymore, you must call back a minimum of 3 times. If you fail a survey, you are at risk of losing your job. The only people who pass surveys are good at finding reasons to transfer customers to another department, or they get lucky and have a nice customer, or they have extremely perfect phone etiquette. You are supposed to be able to challenge a failed survey, however, few managers will send them up and the criteria for it to be overturned is almost impossible. You will find yourself not wanting to get back on phones after every break and will try to find ways to get out of taking calls including attempting to extend your training where you listen to one of your calls with your manager and they point out everything you did wrong. They then write up a contract for you to sign saying you will work on what you did wrong. If you make the same mistake again, you will be given a warning. If you make that same mistake again, you may be fired. Now if this were a big blunder of a mistake, I would be fine, but they are literally talking about greeting the customer before you move on to the next part where you try and discover the issue. If you don't do it in this order, even if the customer doesn't want to talk about that, you failed. 

What I learned: Don't work here. EVER, FOR ANY REASON!

Management: They are terrible. After a year, I became one because they had a potential legal issue on their hands if they didn't promote me. Somehow my digital application online was never submitted on their end. (Most likely someone playing favorites) When I became a manager and worked under the Operations Manager, They were basically telling us we need to write up people and get them fired if they aren't performing at the near impossible level. We aren't talking seasoned people because the turnover rate is so high, we are talking about the people who just got out of training. If you don't write them up, you will be written up or fired. As an individual on the phones, you can bonus. As a manager, your whole team stats are taken into consideration for you to receive a bonus. Unless you are placed with the elite employees as their manager, you will likely be writing people up more than you will be training them. You will be lied to by your team because they are constantly put in an impossible situation. If your team is ranked low, you will be put on the least desirable shifts with the worst people in the site because they are also assigned the worst shifts. If you have the best stats, you will get the best schedule with the best and most tenured people. This makes improving your position nearly impossible. This means the same people will continue to bonus. 

Workplace culture: Nonexistant. You are staring at a computer on the phone constantly. Your breaks are in a tiny crowded breakroom or outside in a tiny fenced area where people are smoking. The snacks are super expensive. They do give free little caesars pizza once a week if you can stomach it. They sometimes have vendors and snacks come in. They have training that is mostly useless or is just announcing a new product for you to sell. The ambulance will visit regularly because of a large number of panic attacks. I saw someone wheeled out in a gurney at least 6 times during my year there. That's an average of once every two months. When I was in the emergency room myself, the doctor said people come in from where I work all the time because of stress-related problems. You will get fat and lazy there if you don't work out daily. Sitting for extended periods on a computer causes all sorts of health problems. The air is musty and the computers are always dusty and dirty. Bedbug outbreaks are frequent, lice and cockroaches are common as well. 

The hardest part of the job: Surprisingly isn't taking the calls from the angry customer, it is dealing with management to gain any type of support. The calls are a close second though.

The most enjoyable part of the job: That one rare kind customer you talk to on the phone, and getting off work. Thos are the only enjoyable parts of the job.

I wouldn't ever work here again, I'd rather be homeless. I wouldn't wish this job on my worst enemy and that's being nice.

You work like a dog to try to explain UPS's failures. Most of these failures are due to lazy delivery drivers. These individuals may or may not leave a slip and say they tried to deliver package. Packages just up and disappear, time commitments mean nothing, and driver disrespect of property, packages, and people is rampant. So you spend your day being cussed out by customers who are victims of UPS's lack of commitment to quality service. This seems to be a consistent issue that is not addressed on UPS's side. We can send the message but nothing happens to fix the problems on UPS's side. Your whole day is people frustrated by the unprofessional behavior of UPS employees. Seems UPS thinks they are above professionalism.

After putting up with a solid 2.5 to 3 hours of being yelled at and cussed out you have to clock in and out for your first 15 minute break. That takes 2 minutes out of your 15 minutes, and you better hope the bathroom nearest to your location is not being cleaned. If so you have to beeline to the other one and take care of your business. You do your business at this time because bathroom trips are relegated to this 15 minute break and your next or lunch period. If you have kidney issues this isn't the place for you. If you don't have kidney issues and you are a female, you will by the time you quit. After you get through with the bathroom you have a few minutes to swallow a drink so that you can talk for another 2.5 hours. Don't be late-even though they take 2 of your minutes clocking in or they write you up.

You get a half hour unpaid lunch. The food in the cafeteria is good and the workers are friendly. The only thing that stops you from using this service is the half hour you get for lunch. Can't waste time waiting in line. Better off carrying a sandwich or a salad. They have cameras up in the mini shop because they think all people are worthless. Can't pay for stuff in shop in the cafeteria so you are limited by using one or the other.  You swallow your lunch whole because you already lost a minute clocking out and you still have to make time to take care of the bathroom. It is hard to function on demand.

You get this last 15 minute break and all you can think about doing is going home. People on the phone are nasty because UPS changes nothing about their employees. People are figuring out the package isn't coming by now so you are less than dirt when they get on the phone. You are not allowed to hang up even when the person is being totally rude, cussing, and calling you everything in the book. Yes they talk like that quite often because they are sick of UPS's lies. You do get a few nice people during the day but they are few and far between. So this break is sorely needed by this point but you spend part of it trying to use the restroom. Then you drink something else to wet the tongue so you can speak and hurry back so you can waste another minute of your time clocking back in.

The people tasked with the title supervisor for handling customer's request for management are a joke for the most part. They make the customer wait up to 45 minutes at times with the hope they will hang up. Meanwhile you have to get back on the line every three minutes while they are waiting. Each time you get on you are getting more verbal abuse. Finally if they have hung on this long and the supervisor does get on the line you are relieved. Know that you have quotas to meet. This time in hold affects your quotas and so does filling out complaints to submit to UPS. So your manager is always on you about your figures. Also know that UPS calls and tries to set you up from time to time, as does your manager. They also play favorites. You and fellow employees may all pass calls. If you are in your managers list of faves your accomplishments are acknowledged. If you are not they let it go like you accomplished nothing, continue to ride you like a dog, and find ways to play with your money by manipulating data to reduce your hours. So after being abused by multiple patrons all day you also have to put up with head games from management. It would help if those tasked with authority had an idea of what management is supposed to be and what they are supposed to do. But not those at the lower end of authority. They are convinced that working long days for a few bucks over minimum wage makes them a God or something.

Bottom line, you are better than this. Find a real job that has some sort of future unless you are used to head games. If you are used to head games this may be the place for you.

On paper, this company is the end all be all; the job to have... the execution of the written word is what severely fails this company.

Pros:

Pay and OT are pretty decent, and the bonus compensations are easy to achieve. This is done by achieving your metrics. OT and bonuses are paid on the weeks alternating your paychecks, so you have semi-constant money flow.

PTO accumulates quickly (I don't remember what the cap is.) Benefits begin 90 days after initial employment. It's a bit pricey, but it does exist.

*The training program is 6 to 8 weeks long. It is intense, extensive, and well-built. The trainers are awesome. Take serious advantage of this. Ask all of the dumb questions, volunteer at every opportunity, and make all of the mistakes here. 

There are some managers, supervisors and managerial peers that will go above and beyond for you. 

The culture has the potential to be unlike any other company. The atmosphere on-site can be amazing at times and even fun.

The company has an open-door policy. It is difficult to find and utilize the tools if needed but works well. 

Cons:
Meeting your metrics is king. NOTHING matters outside of this; if you go through 4 weeks of one on one meetings once a week with your team manager and you are unable to meet the metrics, you will be fired. (I was on the job just out of training for four days and was pulled into corrective review for not meeting one metric.) 

I was hired to be a work at home agent; my on the job training portion of training was cut short by three weeks due to a delay in trainers getting access to give us our company credentials. This did not matter when it came to the corrective review only four days on my own. Was pulled to the site to "correct my metrics for 7 consecutive days" before I could return to working from home. This has still not happened (still 11 seconds short on one metric.) My bonus checks are pretty decent though.

*The managers, supervisors and managerial peers that you work with are limited in what they can do to assist you. Take advantage of what you can during training time while you can because by the time you gain access to their assistance after training, it is likely too late for you as you are likely already on your way out the door. At this point, they are forced to look out for their own jobs. This is 100% make-it-or-break-it time. The pretty words of encouragement mean absolutely nothing. Get it right the first time or move on. 

To be blatantly honest:

*It is cut throat and not for the feint of heart. You need the thickest of skin. You need to be able to multi-task like no other can. You need the absolute best customer service skills. And, you need to be FAST. 

To be candid:
If you do not have call center experience, I do not recommend this as your 'foot in the door' job to call center experience. The only way this job has the potential to be successful is if you do your training on-site, first. THEN move to work from home if offered. Work from home is not currently offered anymore, and they are doing whatever it takes to bring all at-home employees to site. If you have disabilities, mental or physical, this job is not for you. 

I won't share the details, but I am currently working with the EEOC on my behalf. I have never had to do this in my entire employment history of 15 years. I consider myself to be a customer service rock star. My resume and experience is impressive. That is the ONLY thing that has gotten me this far with this company, and it still isn't cutting it. The experience has been atrocious and is still an ongoing battle.

To be fair:
I was hired as a work at home employee. Do not do this. I believe the training off site was extremely detrimental due to the extensiveness of this job's expectations and needs. As stated previously, had I been given the ability to do training on site and then move to working at home, things would have gone more smoothly. Or, had our trainers been given the ability to give us access when we should have had it, on the job training would have been more successful. 

Things are improving on-site, therefore I believe that given enough time, things will be better. There really are a few people there giving it their all to help you succeed if you're willing to help yourself and give it your all. See the paragraphs that have *

Conclusion:
IF YOU DECIDE TO WORK FOR THIS COMPANY, read everything I stated above again. Take it seriously, and document and keep all documents on your own equipment, print it out, etc.

What is the best part of working at the company?
There aren't many positives, but if you are in the in-group, you will be fine.  Work on being popular with the people in power and deliverying the business results they want; even if they are hallow or extremley short-sighted.

Once you find yourself no longer within the in-group and your lines of communication with people get shut off and you quickly find yourself in the dark - worry.   Even within the in-group, it is a very toxic environment.  This is true at all levels of the organization because this culture is established at the executive level and trickles throughout the organization.  Everyone wears two-faces and genuine authenticity is hard to come by.

The only way to survive in this culture is to have an executive champion and cultivate that relationship.  Loyalty to leadership is rewarded over strong business decisions and autonomy.  Complete micromangement from the top with out any clear objectives or vision, which stifles creative thinking, agility, and innovation.

In short - If you like culture where loyalty is demanded and kingdom-building is encouraged, you will thrive at Alorica.  If you like some independence and autonomy to make good business decisions that drive real business impacts for the company and the employees, this is not the company for you.  

What is the most stressful part about working at the company?
Everyone wears two-faces and it is hard for people to be trusting and authentic.  As a result, it is hard to establish real relationships within the organization based on trust.  This is because of the in-group/out-group dynamics and group-think that is allowed to fester at the executive level and is then cascaded throughout the organization.  I have seen many people receive a top awards and recoginition one day (an attempt to recognize top talent) and a few days later those same employees or leaders will be removed from the organization.  They are not interested in retaining top talent, just their kingdoms and absolute loyalists.

They will over promise clients and under deliver, but many of the clients remain even through all of the bad business practices because of Alorica's low pricing, but then that decision on the Alorica side continually puts Alorica in a budget bind and unable to focus on competitive solutions to remain relevant in the market.   Since the news of ChatGPT, Alorica has attempted to get more serious about digital solutions and AI.

The point of all of that was to share that it is a squirrel circus being run by pack of hungry seagulls.

What is the work environment and culture like at the company?
Extremely toxic.  I like to say that it is a squirrel circus run by a pack of hungry seagulls. It is difficult to establish authentic relationships because most people are forced to wear two faces. 

They (the executives) like to presume that this creates a 'competitive' work environment and culture, but while it may lend itself to some competitiveness around short-term goals and low-hanging fruit, it creates a work environment and culture were almost nobody is working on long-term goals or strategic objectives because they are too busy waging internal power battles throughout the organization. 

What is a typical day like for you at the company?
Its usually complete chaos.  Most employees do busy work because they don't understand the vision or direction of the company because there usually isn't one and if there is a vision, it doesn't get comunicated to the organization beyond the top few layers of the organiation.  As a result, most employees don't understand the big picture (should be noted there usually isn't one) to align their efforts to support nor understand how their efforts contribute to the big picture.  Most are doing busy work trying to appear to be contributing and to be perceived as "working hard".  

Its like a well-oiled dumpster fire.  You occasionally get to be the hero, but most of the time, you just end up feeling burned or standing back watching a blaze from the shadows hoping to stay off the radar because they (the execs and leaders) are always looking for a new scapegoat to roast and maybe if they sacrifice enough scapegoats to the dumpster fire, it will put itself out.

I worked at Alorica located in Green Bay. I was needing to find a job relatively quickly, and had seen advertisements touting sign-on bonuses and other benefits. I went to one of the open interviews they hold, after some hesitation from reading the reviews online for the company. The interview process takes a very long time, but not due to their careful consideration. They will do anything in their power to have you sign on to work for them before you walk out the door. During the hiring process I made a note to ask several questions relative to concerns I had from reading online reviews. One such question was regarding mandatory overtime, something I saw repeatedly mentioned. I was told with certainty that they never enforced mandatory overtime and never would, which was important to me because I had family obligations outside of work hours. This was the first sign of the unbelievable disconnect between the higher ups of the company and the reality of working on the floor. From the beginning they make an effort to omit pertinent information and fill you with false hope. After being hired you undergo paid training, which is easy money, and many of the people there know it. I had people in my training group who had repeatedly been hired and completed the training process and then promptly quit once the actual work began. As mentioned earlier, they will also hire ANYONE. I felt unsafe within my training group due to incessant arguments, many of which nearly became physical altercations. Anticipate working with people with no respect for you or the job. Finally you are permitted to begin taking actual phone calls. It's only to be expected that you will be screamed at, cussed out, and personally blamed for the failures of the company. I was taking calls for a radio station, and the company itself primarily profits off of deceiving elderly people, and you can look forward to dealing the the angry aftermath of that. But even though the work itself is awful, I was anticipating that and could have handled that. It is an entry level job after all. However, what I did not anticipate was what an absolute circus the management was. There were many kind people working at Alorica, but something must be seriously wrong for false information and flat out lies to spread the way they did. Within three weeks of beginning taking calls we were all told that we would be having mandatory overtime, a minimum of 10 extra hours a week, not counting the hours we had to stay extra already due to closing shifts. They would try to appease workers by having 'free nachos' and other borderline offensive ways of justifying the huge mess that everything was. Upon asking why we were having mandatory overtime after being promised we wouldn't, I was told by a supervisor that the 'good employees' had to pick up the slack of those who decided not to show up to work. This is simply the culture at Alorica. If you respect yourself and your work expect to be punished for it. I would have taken a job that payed a dollar or two less an hour in a heartbeat to not be lied to and manipulated. Bonuses and promotions are non existent. Incentives for sales are so insignificant that there is no point to trying to achieve them other than to avoid the public humiliation of being put in the time out area for not making enough sales. If you are beyond desperate and need a paycheck as soon as possible, work at Alorica. But plan on looking for new work ASAP. If you have self respect you will recognize that you can and should find somewhere better. Within three months of being hired, more than half of my initial group had quit. Even as a college student looking for any work I could get after moving to the area, this was unacceptable. We were all expected to work weekends, 2nd shift, and work every holiday. The job is also much more difficult than similarly paying jobs. Please, save yourself the stress and go anywhere else.

I worked at the Greensboro location for 6 months. Upon being hired I was told I would have the weekends off and my training would be from 6am-2:30pm. A week before I was scheduled to start a lady in human resources called me that Friday and said I needed to start Monday. Which was a week earlier. She went on to tell me the training was 3:00-11:30pm. I told her I had children and never worked that ate. She ensured me training would only be 5 weeks then I would have the traditional morning schedule. I asked if I would have weekends off. She told me I should but if not we would have one week day and week day off. I started training with the instructor. She was so unprofessional. Cursing and also watching videos. She said she was not our teacher just facilitator and we needed to teach ourselves the material on computers that Apac had provided. She also let previous agents come and interrupt our learning time every day all day. There was a strict no sales phones policy on the call center floor or no pen and paper. So all the agents would come in and use their phones disrupting our class. My class consisted of young adults 18-early twenties. They would go on lunch and smoked weed and come back and the stench would fill the class. On 3 separate occasions our training group had to be addressed by higher authority about marijuana smoking. We also had a couple of ladies break out in almost a fist fight. Cursing yelling and anything you can think of. One third of the class slept. So about the 3 week in training a lady comes in to our training room and gives us our schedule. My schedule was Friday thru Tuesdays having only Wednesday and Thursday off. So I was mad least to say. I was told weekends off or one weekend one weekday. I was told I would also have a morning shift. So another co worker made a comment about the schedules and the lady gave us the option to do Saturday thru Tuesday with every Wednesday Thursday and Friday off. So after the 5 weeks of training I was ready to ditch the class room and do the 4 weeks on the floor training. Once getting to the floor we knew nothing. We were immediately taking calls. After about a week things got easier. the only complaint I have is that the people who were called floor workers were supposed to help us they only helped certain people and showed favoritism. Most of the guys who were supervisor flirted all day and were married. Always asking to meet up outside of work. But you are expected to take 30-60 calls per day. Random customers you speak to are given surveys on your behavior on the phone. They are asked if you took ownership of the problem and would you work with that agent again. So this is what makes your stats and it places you within in your team. Now everyone has a supervisor and the an OM over that supervisor. My supervisor was great he was younger and very informative. He kept it real with us and had been there at the center for awhile. Some other supervisors had only worked there for 2-4 months and was promoted to supervisors. Which I thought was good for advancement within a job. But every time you asked them a question they didn't know anything. Overall the pay was nice $10.20 an hour and the job had benefits. There was always bonuses. During Christmas we received$200-$600 bonus. Which I received $600. The money was based on the lengths of current employees at that time. They were also offering during Christmas and all of January an extra $2 per hour for over time. So we were making about $17+ per hour for OT. They also have a cafeteria that cooks Great food. Steak and cheese subs, Fried fish on Fridays, mozzarella sticks, grilled cheese, soups, turkey clubs, bacon cheese burgers, etc. The people who work in there are the same and are friendly. Overall a good job as far as pay but definitely not a job you will retire from.

I worked at this job for about an year and a half. While yes, I did get trained for multiple programs for one client, they had such a lack of communication with the client, that no one was ever fully aware of what the correct procedure was. Not only was the client terrible, but Alorica is GOD AWFUL. I understand different businesses will run in a different manner, how ever timing someone to use the bathroom and forcing them to take it out of one of their breaks is INHUMANE. Not to mention, while I was employed here, the power went out constantly, the bathroom was backed up, and we had to leave the premises to use the bathroom at another establishment because it took the site director OVER 6 hours to the portable bathrooms brought in. Your bonus was affected by every little thing you did. Alorica had a different grading scale then the client, and then if you had the nerve to try and fight it, they told you that they refuse to change it. so many managers that obtained the position were WILDLY unqualified. You are supposed to receive a coaching every week, yet when I was on specific manager's team, I did not receive one for three months. 

On top of all of this, they had me trained for their Tier two process, but threw me into taking supervisor calls without proper training. You only had 45 seconds of ACW as a tier 1 agent to make sure all of the information they required was correct, yet you had to document every single thing you spoke about with the customer.  There was so much miscommunication between the Lake Mary Location and all of the other locations that this client contracted with. There was only one manager that could be bothered to make an effort to find out why we were not receiving the correct information or updated information before it was supposed to be rolled out, not after. And god forbid a manager takes a supervisor call when there are 5 calls in waiting and only 2 escalation agents. The managers are allowed to take 2 hour lunch breaks and have no repercussions, but the second you are over even one of your breaks you are in huge trouble. This job is a complete joke. Only apply at this job if you love sucking up to people. And I forgot to mention, dont call the operation manager out on her inability to run a good program because then she will look for every reason under the sun to fire you. 

The break room constantly had roaches in it because the people that worked there were disgusting and Alorica could only be bothered to hire two Janitors. I am talking about roach infested. And the company that used to be there before Alorica, contaminated the water, and they still chose to locate there. I know at least 3 other employees that had to be hospitalized because of this and the fact that there was black mold in the machine where you could get water and ice. There were roaches on the production floor. 

And dont take a lunch with you unless you want it to be stolen out of the fridge by the pathetic, unprofessional, childish people who work there. Even if you hit superstar for your metrics every month or exceeding expectations, and thats if you dont get dinged for something that alorica clearly failed to communicate with the client, they still treat you like garbage and you are not valued in the slightest. 

If you worked their chat, and didnt tell the agent to have a nice day because you're also taking a phone call, sending out an email, and making sure you are documenting the notes, then you get yelled at for making the agent feel bad. All while you were expected to not sit in aux. 

They found every and any excuse to put more work onto the escalation agents so that managers didnt have to do anything all day.

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