US-based BPO expands

Alorica Inc., one of the biggest business process outsourcing (BPO) providers based in the United States, has acquired Expert Global Solutions (EGS) to form a new global customer experience organization.

The acquisition, conducted through a stock-purchase agreement, meant that Alorica would now have more than 91,000 employees in 16 countries and across five continents. In the Philippines, the company would have 17 contact centers with about 26,000 employees and would be led by Bong Borja, former chair of the Information Technology and Business Process Association of the Philippines (IBPAP).

“This blend of talent allows us to better serve customers because of our substantial global footprint, broad and deep vertical expertise and industry-leading solutions. More importantly, we share the same commitment to our people, passion for our clients and integrity in our business,” said Alorica founder Andy Lee.

Lee, who is the majority shareholder, will also serve as CEO and chair of the new organization.

With the acquisition, Alorica will now be serving more than 600 clients globally, supporting customers through different channels, including voice, mobile, chat, social media and video.

“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,” Lee explained.