Background of the company

ALORICA

Alorica is a leading provider of customer management outsourcing solutions

spanning the entire customer lifecycle. From customer acquisition and sales, customer
care and support, to logistics and fulfillment. Alorica offers a seamless customer
experience across all service channels. Alorica's award-winning Business Process
Outsourcing services span both the Business-to-Consumer (B2C) and Business-to-
Business (B2B) sectors across all industries for Fortune 1000 companies. Alorica is
comprised of more than 100,000 employees in 120 locations across 14 countries
around the globe. Services provided by Alorica include; Customer relationship
management, Financial care, Healthcare solutions, and Digital services.

WEST CONTACT SERVICES INC,.

Founded in 1986 and headquartered in Omaha, Nebraska. West Corporation is a

billion dollar organization with over 28,000 employees located throughout North
America, Europe, and Asia. West is a leading provider of outsourced communications for
many of the world's largest companies. These companies rely on West to help them grow
their business through their superior inbound, outbound, interactive, internet, collections,
and worldwide conferencing services. Clients include some of the most respected names
in a wide range of industries including: financial services, telecommunications, utilities,
health care, pharmaceutical, insurance, and consumer packaged goods.

Alorica, a worldwide leading provider of customer management outsourcing

solutions, acquired the West Contact Services Inc. The acquisition is part of Alorica’s
strategy to become the number one BPO provider in the company’s addressable markets.
Acquiring West’s agent services businesses broadens Alorica’s product offerings and
market reach, enhances the company’s delivery capabilities and allows Alorica to
continue its sustained, aggressive growth on a global scale.

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 Background of the problem

Alorica is now one of the industry’s largest brands, offering expanded capabilities,
service offerings and delivery options. Last 2015, Alorica acquired the west corporation
to become the number one outsourcing company in the industry. The problem of the
study is the arbitrary dismissal of the employees.

Alorica was issued of exploiting its workers in the company it absorbs which
resulted to other employees forming a union. When the workers established the Unified
Employees of Alorica (UEA) union to fight back and demand fair working conditions,
Alorica repeatedly tried to crush the union’s organizing efforts, including unsuccessful
attempts using unfounded accusations to nullify UEA’s union certification. Alorica has
terminated 200 workers since February this year, including 135 union members and 11
union officers. The termination was due to two newly implemented policies namely, the 8
point attendance system and Employment Development Program.

The above mentioned policies implemented by the Alorica-West management has

resulted in unjust dismissal of numerous employees.

The 8 point attendance system which is defined as very oppressive and it

undermines many of our rights and benefits as workers. It is meant to further drive call
center workers to slave-like work by attacking their job security. An employee cannot be
absent even if they can prove that they are sick; they can't afford to be late even for a
minute and they can't even enjoy their statutory leaves like solo-parent leave because they
might incur points for taking them. It is similar to a sanction scheme wherein agents
incur points for absences or tardiness even if such are committed with valid reasons. An
employee is highly at risk of losing his/her job immediately once s/he reaches 8 points
within a specific period.

Meanwhile, the EDP is a kin to performance improvement plans in other contact

centres wherein workers with low scorecards are coached purportedly to improve their
performance. However, target scores set by the Alorica management are too high and
unreachable for most employees subjecting them to EDP for consecutive months which
may also lead to dismissal.

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 In addition, Alorica systematically targets the unionized employees, harassing
them through charging of workplace cases such as fraud, call avoidance, gross negligence
of duties, diminution of wages when employees are transferred or pending transfer of site
from e.g exportbank Makati to Mall of Asia in Pasay without relocation assistance and
shuttle services which drives employees to resign.

STATEMENT OF THE PROBLEM

Alorica-West Arbitrary dismissal of their employees

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 SWOT ANALYSIS AND FISHBONE ANALYSIS

STRENGTHS WEAKNESSES OPPORTUNITIES THREATS

The ability to Inability cannot Broadened Possible data

acquire West compete and growth potential leakage
Contact Services, develop systems on a global scale. Will not be able
Inc. on its own. Improved to learn to
Attainment of Being dependent business compete and
West Contact to other processes develop systems
Services, Inc. organization for independently
systems and development.
support

STRENGTHS
 The ability to acquire West Contact
Services, Inc.
 Attainment of West Contact
Services, Inc. systems and support
WEAKNESSES
 Inability cannot compete and
develop systems on its own
 Being dependent to other
organization for development

OPPORTUNITIES THREATS
 Broadened growth potential on a  Possible data leakage
global scale  Will not be able to learn to
 Improved business processes compete and develop systems
independently

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