UNDERSTANDING THE FOUNDATIONS OF ALORICA

1. Company Overview
• Alorica is a global Business Process Outsourcing (BPO) company.
• Founded in 1999 and headquartered in Irvine, California.
• Operates in 17 countries, including the Philippines.
• Employs 100,000+ professionals worldwide.
• Provides services in industries like:
o Technology
o Healthcare
o Financial Services
o Telecommunications

2. Company Culture & Mission

• Mission: "Deliver insanely great customer experiences" through
passionate people and powerful solutions.
• Core Values:
o Be Bold – Encourage innovation and risk-taking.
o Be True – Act with integrity and authenticity.
o Be Connected – Promote collaboration and inclusivity.
o Be Relentless – Show determination and perseverance.
• Diversity & Inclusion Initiatives:
o TIDE (Together for Inclusion, Diversity, and Equity).
o MLBA (Making Lives Better with Alorica).
• Recognized as the world's largest certified minority-owned BPO.
3. The Account You’re Applying For
• Alorica handles customer service, tech support, and sales for various
industries.
• Accounts may vary, but understanding the industry will help you:
o Anticipate common customer concerns.
o Improve problem-solving during calls.
o Tailor your approach to customer interactions.
 WHAT ARE THE MOST COMMON QUESTIONS THEY ASKED ON THE
INTERVIEW?

1. Tell me about yourself.

✅ What they want to know: Your background, communication skills, and
confidence.
✅ How to answer: Keep it short and relevant to the job.

💡 Example Answer:
"Hi, I’m [Your Name]. I have a strong passion for communication and customer
service. While I may not have call center experience yet, I am a quick learner
and highly adaptable. I’m confident in my ability to handle customer concerns
professionally and provide excellent service. I’m excited about this opportunity
with Alorica because I admire its commitment to delivering outstanding customer
experiences."

2. Why do you want to work in a call center?

✅ What they want to know: Your motivation and willingness to work in the
industry.
✅ How to answer: Show interest in customer service and career growth.

💡 Example Answer:
"I want to work in a call center because it offers a great opportunity to develop
my communication and problem-solving skills. I also enjoy interacting with
people and helping solve their concerns. Alorica’s commitment to excellent
customer service and employee development makes it a great place for me to
grow."

3. What do you know about Alorica?

✅ What they want to know: If you’ve researched the company.
✅ How to answer: Mention key facts about Alorica.

💡 Example Answer:
"Alorica is a leading global BPO company specializing in customer experience
solutions. It was founded in 1999 and operates in 17 countries, including the
Philippines. The company provides services in technology, healthcare, financial
services, and telecommunications. I also admire Alorica’s core values—Be Bold,
Be True, Be Connected, and Be Relentless—which align with my work ethic."

4. How would you handle an irate customer?

✅ What they want to know: Your patience, problem-solving, and
communication skills.
✅ How to answer: Show empathy, active listening, and professionalism.

💡 Example Answer:
"If I encounter an irate customer, I would first stay calm and listen carefully to
their concern. I would acknowledge their frustration by saying, ‘I understand
how you feel, and I apologize for the inconvenience.’ Then, I would find a
solution or escalate the issue if needed, making sure the customer knows I am
doing my best to help."

5. What would you do if you don’t know the answer to a customer’s

question?
✅ What they want to know: How you handle unfamiliar situations.
✅ How to answer: Be honest, but show that you will find a solution.

💡 Example Answer:
"If I don’t know the answer, I would politely tell the customer, ‘That’s a great
question! Let me check that information for you.’ I would then refer to the
company’s resources or ask a supervisor to ensure I provide the correct
response."

6. What are your strengths and weaknesses?

✅ What they want to know: Your self-awareness and ability to improve.
✅ How to answer: Mention a strength relevant to the job and a weakness
you’re working on.
💡 Example Answer:
✅ Strength: "One of my strengths is my ability to stay calm under pressure and
communicate clearly, which is essential for handling customer concerns."
❌ Weakness: "I sometimes overanalyze situations, but I’m learning to focus on
finding quick and efficient solutions instead."

7. Are you okay with night shifts and shifting schedules?

✅ What they want to know: If you are flexible with work hours.
✅ How to answer: Be honest but positive.

💡 Example Answer:
"Yes, I understand that call centers operate 24/7, and I am prepared to work
night shifts or shifting schedules. I am flexible and willing to adjust to meet the
company’s needs."

8. Why should we hire you?

✅ What they want to know: What makes you a good fit for the job.
✅ How to answer: Highlight your skills, adaptability, and willingness to learn.

💡 Example Answer:
"You should hire me because I am eager to learn and committed to providing
excellent customer service. I may not have call center experience yet, but I have
strong communication skills, patience, and the ability to handle challenges
professionally. I am confident that with Alorica’s training and my dedication, I
can excel in this role."
9. Do you have any questions for us?
✅ What they want to know: If you’re interested and engaged.
✅ How to answer: Ask about training, career growth, or company culture.

💡 Example Questions to Ask:

• "Can you tell me more about the training process for new hires?"
• "What are the opportunities for career growth in Alorica?"
• "What do you enjoy most about working for this company?"

10. Describe a time when you handled a difficult situation.

✅ What they want to know: Your problem-solving and communication skills.
✅ How to answer: Use the STAR method (Situation, Task, Action, Result).

💡 Example Answer:
"In my previous experience (or in school), I worked on a group project where
one member wasn’t contributing. Instead of confronting them aggressively, I
calmly asked if they needed help. I found out they were struggling with the task,
so I explained it to them and assigned simpler tasks. In the end, our group
successfully completed the project on time. This taught me the importance of
patience and teamwork."

11. How do you handle stress and pressure?

✅ What they want to know: Your ability to stay professional in a fast-paced
environment.
✅ How to answer: Show that you stay calm, organized, and focused on
solutions.
💡 Example Answer:
"When I feel stressed, I take a deep breath, prioritize my tasks, and focus on
solving the problem step by step. I also remind myself that staying calm helps
me handle situations better. For example, if I receive multiple tasks at once, I
break them down into manageable steps and tackle them one at a time."
12. How do you deal with repetitive tasks?
✅ What they want to know: Your patience and ability to handle routine work.
✅ How to answer: Show enthusiasm and focus on efficiency.

💡 Example Answer:
"I understand that call center jobs can involve repetitive tasks, but I see them as
opportunities to improve efficiency. I keep myself engaged by setting personal
goals, such as improving my response time or handling each call more
effectively. I also remind myself that every call is a chance to help a customer."

13. What would you do if a customer requests something against

company policy?
✅ What they want to know: Your ability to enforce policies professionally.
✅ How to answer: Stay firm but polite and offer alternatives.

💡 Example Answer:
"I would politely explain that I’m unable to fulfill their request due to company
policy. However, I would offer an alternative solution that follows company
guidelines. For example, if a customer demands a refund they’re not eligible for,
I would say, ‘I’m sorry, but company policy does not allow that. However, I can
offer you [alternative solution].'"

14. What would you do if a customer is not satisfied with your

solution?
✅ What they want to know: Your ability to handle dissatisfied customers.
✅ How to answer: Show empathy and a willingness to help.

💡 Example Answer:
"If a customer is not satisfied with my solution, I would first empathize by
saying, ‘I understand how you feel, and I really want to help.’ Then, I would try
to find another solution within company guidelines. If they are still unhappy, I
would escalate the issue to my supervisor while assuring them that I am doing
my best to resolve their concern."
15. Can you work under minimal supervision?
✅ What they want to know: If you can work independently and stay
responsible.
✅ How to answer: Show that you are self-motivated and resourceful.

💡 Example Answer:
"Yes, I can work under minimal supervision. I take the initiative to find solutions
and make sure my tasks are completed on time. If I ever need help, I make sure
to ask the right questions and use available resources before escalating an
issue."

16. How do you ensure good customer service?

✅ What they want to know: If you understand what good customer service
means.
✅ How to answer: Mention key qualities like active listening, empathy, and
professionalism.
💡 Example Answer:
"To ensure good customer service, I always listen carefully to the customer's
concern, respond in a polite and professional manner, and provide accurate
solutions as quickly as possible. I also make sure to stay patient and respectful,
even in difficult situations."

17. What is your expected salary?

✅ What they want to know: If your salary expectations match their budget.
✅ How to answer:
• If you're not sure, say:
💡 "I’m open to discussing the company’s salary offer based on industry
standards and job expectations."
• If you have a specific range, research the typical salary for the role (e.g.,
₱15,000 - ₱25,000 for entry-level in the Philippines) and say:
💡 "Based on my research and the industry standard, I believe a fair
salary range is around [your range], but I am open to negotiation."
 HOW TO INCREASE THE CHANCES OF GETTING HIRED?

1. BEFORE THE INTERVIEW – PREPARATION STAGE

✅ Research the Company & Job Role
• Learn about Alorica’s mission, values, and culture.
• Understand the account you're applying for (customer service, sales, or
tech support).

✅ Improve Your English Communication Skills

• Speak in clear, neutral English (avoid deep accents or slang).
• Practice common call center phrases like:
o "Thank you for reaching out. How can I assist you today?"
o "I understand your concern, and I’d be happy to help."
o "Let me check that information for you."

✅ Prepare for Common Interview Questions

• Practice answering behavioral questions using the STAR method

(Situation, Task, Action, Result).
• Be ready to answer questions about handling irate customers,
multitasking, and problem-solving.

✅ Enhance Your Typing Speed & Active Listening Skills

• Call centers require fast typing (at least 35-40 words per minute).
• Train yourself to listen carefully while taking notes.
✅ Dress Professionally & Be Punctual
• For face-to-face interviews: Wear smart casual or business attire.
• For online interviews: Make sure your background is neat, your
microphone is clear, and your internet is stable.

✅ Prepare Your Resume & Requirements

• Bring updated copies of your resume.
• Make sure you have valid IDs and other necessary documents.

2. DURING THE INTERVIEW – HOW TO IMPRESS YOUR INTERVIEWER

✅ Greet & Introduce Yourself Confidently
• Example:
"Good [morning/afternoon], my name is [Your Name], and I’m excited
about this opportunity. I have a strong passion for customer service and
believe my skills align well with this role."

✅ Speak Clearly & Stay Professional

• Avoid filler words (e.g., "uhm," "ah," "you know").
• Maintain a calm and professional tone.

✅ Answer Questions Using the STAR Method

• When asked about handling difficult situations, describe the Situation,
Task, Action, and Result.
✅ Show Enthusiasm & a Willingness to Learn
• If you lack experience, highlight your eagerness to learn and improve.
• Example:
"Although I don’t have BPO experience, I am a fast learner and highly
adaptable. I have strong communication skills and enjoy helping people,
which I believe makes me a great fit for this role."

✅ Stay Positive & Handle Stress Well

• If asked about handling irate customers, show empathy and

professionalism.
• Example:
"I would stay calm, listen carefully, and reassure the customer that I am
there to help. If needed, I would escalate the issue to my supervisor."

✅ Ask Thoughtful Questions

• At the end of the interview, ask:
o "What are the next steps in the hiring process?"
o "What are the biggest challenges in this role?"

3. AFTER THE INTERVIEW – FOLLOW-UP & NEXT STEPS

✅ Send a Thank-You Message (if applicable)

• If you have the recruiter’s email, send a short thank-you message to

show professionalism.

✅ Be Ready for Additional Tests (if required)

• Some companies require an English proficiency test or typing speed
test.
✅ Follow Up (If Needed)
• If you don’t receive an update within a week, politely follow up on your
application.

BONUS: HOW TO STAND OUT FROM OTHER APPLICANTS

✔ Be Confident, but Not Arrogant
✔ Stay Calm, Even If You Feel Nervous
✔ Show That You Are Coachable & Adaptable
✔ Demonstrate Your Problem-Solving Skills