alorica

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Public Sector

Service for the citizens you serve in SLED (State, Local, and Education)

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What We Solve

Delivering Essential Customer Service to Your Constituents

As the largest CX provider in North America, with extensive experience working with local and state government agencies, we’ve got the skills, savvy, and scalability to manage any customer service challenge that comes our way.

Our agents become extensions of our clients and their existing processes for seamless support at every interaction. And with thousands of solutionists coast-to-coast, working in-center and at-home (many with public sector backgrounds), you can always count on us.

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Alorica is the largest, certified minority-owned BPO

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Alorica Anywhere, our end-to-end solution built for the distributed workforce, offers flexibility in sourcing top-tier talent, and easily supports rapid growth; in many instances, it also creates career opportunities for your constituents

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Alorica leverages proven public sector best practices to recruit and train agents for lasting success

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Alorica’s comprehensive delivery solution offers your team bandwidth to support other projects

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We meet all data security and compliance standards, and handle confidential information with discretion and professionalism—always

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Alorica’s comprehensive delivery solution offers your team bandwidth to support other projects

How We Help

Solutioning for Your Success

Providing the skills, savvy, and scalability to successfully support the programs that aide your local constituents, students, providers, or members
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Customer Care

A combination of programs across Tier 1 and Tier 2 agents to handle general inquiries, program education, account support/eligibility, and more

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Medicaid

Provider and member support assisting in eligibility, enrollment, claims processing, and prescription benefits

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Rapid Response

Gather information from people in need to help them navigate available resources when they matter most

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Project Based Needs

Fast ramp up to support new project launches or growing existing programs

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Technical Support

Troubleshoot and resolve account issues quickly to minimize customer frustration

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Back Office

Support non-voice based tasks essential to program delivery, including document review, claims research, and more

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A combination of programs across Tier 1 and Tier 2 agents to handle general inquiries, program education, account support/eligibility, and more

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Provider and member support assisting in eligibility, enrollment, claims processing, and prescription benefits

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Gather information from people in need to help them navigate available resources when they matter most

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Fast ramp up to support new project launches or growing existing programs

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Troubleshoot and resolve account issues quickly to minimize customer frustration

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Support non-voice based tasks essential to program delivery, including document review, claims research, and more

Results

Results You Can Measure

17+

state and federal agencies’ contact centers supported

<3 weeks

to scale over 2,000 FTEs in the U.S.

6+ months

of meeting AHT, FCR, and CSAT goals for Public Sector client

Met and exceeded

state agencies’ expectations, generating additional partnership opportunities

Leader

in the 2022 Gartner® Magic Quadrant™ For Customer Service BPO

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If you need a partner to assist with your CX needs, we’re here to help—with compassion, experience, and scalability to spare.

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Alorica Inc. (“Alorica”) is the holding company of various direct and indirect subsidiaries, including Systems & Services Technologies, Inc. (SST), NMLS 950746. Many of Alorica Inc.’s subsidiaries operate under the brand, Alorica, but all remain separate legal entities.