Making l ives better . One interact ion at a t ime.

ALORICARES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P1Expanding to help more veterans

HONDURAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P2New call center in Central America

BEST BPO PROVIDER . . . . . . . . . . . . . . . . . . P2Alorica wins top honors

15-YEAR ANNIVERSARY . . . . . . . . . . . . . P3Creating a culture of innovation

ASCEND.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P4Alorica’s SMB sales channel solution

THE

EDGE

EXPANDING TO MAKE A DIFFERENCE FOR MORE VETERANSAlorica’s executive team has always had passion and commitment to hire those who were willing to sacrifice their lives for our country. The AloriCares initiative was created three years ago as a work-at-home disabled veterans’ program for a telecommunications’ client. After thoughtful review, this initiative has transformed into more than a jobs’ program; it’s just the way Alorica does business - making lives better.

According to the Council of Economic Advisers, since September 2001, more than 10 percent, or over 246,000, veterans are currently unemployed. Most of these veterans are from the

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Afghanistan and Iraq wars; many returning with physical and or mental disabilities. A large portion of these men and women have minimal work experience that would be relevant for today’s corporate environment. Many, also, possess only a high school diploma or a general education degree (GED).

The AloriCares diversity initiative was formed to support American lives by connecting business opportunity and military talent in local communities. Our recruiting efforts and on-boarding have been enhanced to be more laser-focused within our military communities. We are identifying and meeting more veterans in person within military bases and within Alorica. Our training programs give newly hired veterans a fresh set of skills that provide confidence and competency to perform well in their professional roles.

A NEWSLETTER FOR THE BUSINESS PROCESS OUTSOURCING COMMUNITY

We invite you to explore how Alorica is making lives better…one interaction at a time. With so many clients choosing to stay with Alorica (averaging 13+ years) and nearly a dozen new clients, we’ve achieved 18 percent year-over-year revenue growth while maintaining top client satisfaction rankings.

We are expanding into new markets, technologies and services, and actively deploying better ways to operate, automate and innovate. Read ahead for highlights of this year’s achievements and look for more from Alorica in the coming months as we launch new interaction channels and gain efficiencies in automation. By valuing and creating value for our employees, clients and their customers, we continue our legacy as The People’s Choice.

WELCOME TO THE ALORICA EDGE

ALORICA NAMED “BEST OUTSOURCED PROVIDER”BY 2014 CALL CENTER WEEK EXCELLENCE AWARDSAlorica has been chosen by the International Quality & Productivity Center (IQPC) 2014 Call Center Week Excellence Awards as the winner in the “Best Outsourced Provider” category. The award recognizes top industry innovators and was given to Alorica for its AloriCares initiative, concierge white glove support and focus on employee feedback and development.

“Alorica is delighted to be honored as the top BPO in the industry by IQPC. We strive to create an employee focused work

environment that delivers innovative and performance driven solutions to our clients. This award validates that our approach has positioned us as a leader in the market,” said Chris Crowley, Chief Sales and Marketing Officer of Alorica.

The 2014 Call Center Excellence Awards, held in conjunction with the 15th Annual Call Center Week conference in Las Vegas, honored call center companies and individuals that achieve creative excellence in the customer service industry. With the

bar for merit and quality set higher and higher each year, these awards showcase the top leaders of the industry.

For more information about the Call Center Excellence Awards and the 15th Annual Call Center Week, please visit www.callcenterweekawards.com.

“ONE OF OUR PRIMARY FOCUSES IS TO

PROVIDE AN EXCEPTIONAL EXPERIENCE FOR

OUR CLIENTS’ CUSTOMERS, WHICH HAS

POSITIONED US AS A LEADER IN THE MARKET.”

Alorica is proud to announce the opening of its newest call center, and first in Central America, with the opening of a site in San Pedro Sula, Honduras. Many people are not familiar with Honduras, but look more closely and you will find a beautiful country, rich in culture and tradition, with warm and friendly people. Did you know that Honduras is home to the second largest coral reef, just smaller than the Great Barrier Reef in Australia? Or, that Honduras has a large archeological park dedicated to the preservation of the Mayan Ruins in Copán? Honduras even has miles of white sand beaches on the Caribbean coastline and on the Bay Islands of Roatán. Honduras is a sight to see!

The same holds true from a business perspective. Honduras offered everything Alorica needed to establish a successful BPO operation, including a large, educated workforce that is fluent in both Spanish and English. Alorica Honduras delivers exceptional performance at a very competitive price for clients. The site is part of the Altia Business Park in San Pedro Sula, and is one of the premier technology parks in all of Central America. Altia ties together business, technology, education and retail in one amazing campus. Employees enjoy a fun, work environment at this state-of-the-art facility.

The 600-seat Honduras center is an excellent, lower cost option for our clients, while also offering great opportunities for our employees. “It’s amazing when you can come into a market like San Pedro Sula and know that you are impacting lives, truly making lives better. Our staff is not only growing in their careers, they’re positioned to give back and grow within their communities. And we help them do that!” says Mark Montgomery, Site Director for Honduras. “Our employees are passionate about success and work hard to earn the client’s trust while building a great future for Alorica and for themselves in Honduras.” Alorica has plans to grow up to 200 employees in Honduras within the year to support the company’s rapidly growing client base.

“Effective and efficient near shore operations are increasingly in demand for our client needs. Honduras is helping Alorica solve that need and continue our tradition of providing exceptional service at a reasonable cost,” said Art DiBari, EVP and COO of Alorica. “Our initial engagements have blown away all expectations and we are excited to grow into this world class facility.”

For more information, please contact Mark directly at Mark.Montgomery@alorica.com.

THE GROWING DEMAND FOR HONDURAS OUTSOURCING

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In June, the Alorica team

celebrated its 15th year as a

leading provider of customer

management outsourcing

solutions. The anniversary

was marked with the release

of two new products, PREEMPT and ASCEND, as well as the expansion of

AloriCares, an employment initiative to support military veterans, their spouses

and service-disabled veterans.

The ASCEND solution is a vertically-integrated sales platform that intelligently

incorporates predictive analytics, data enrichment, multi-channel direct

marketing and inside sales. It takes raw sales list data and transforms it to

strategic, actionable information – a key resource for companies looking to

diversify revenue streams by tapping into the huge opportunity available in

the small and mid-sized business (SMB) markets.

PREEMPT is a proactive, analytics-driven care management solution that

enables health insurance companies to evaluate member health, identify

future risks and take proactive action to support at-risk members. The release

of PREEMPT is timely as insurance companies are under pressure to cut costs

and satisfy regulations while providing quality, affordable coverage.

As part of the 15th Anniversary celebration, employees received tokens of

appreciation and learned about Alorica’s initiatives to make lives better. Pizza

parties, ice cream parties and “theme” days – such as “bring your fake pet to

work day” and “wear your favorite hat day” – took place in offices all over the

globe. One site even pranked its Senior Operations Manager by covering her

desk and office supplies with sticky notes.

“Since our founding in 1999, Alorica has seen the outsourcing industry

change dramatically and has strived to anticipate trends to remain a leader

in the industry,” said Andy Lee, president and founder of Alorica. “The team

at Alorica has always placed a great importance on building strong client

relationships, and I am extremely proud that many of our clients have been

with us since the very beginning. This milestone allows us to reflect on our

accomplishments and to provide the company with a continued commitment

to ‘making lives better’ for our clients, employees and our communities.”

CREATING A CULTURE OF

INNOVATION

“Since our founding in 1999,

Alorica has seen the outsourcing

industry change dramatically and

has strived to anticipate trends to

remain a leader in the industry,”

Andy Lee, Chairman and CEO of Alorica

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Making l ives better . One interact ion at a t ime.

5 Park Plaza, Suite 1100 | Irvine, CA 92614 949.527.4600 | TheEdge@alorica.com | www.alorica.com

AN SMB SALES CHANNEL SOLUTIONSales and marketing executives responsible for selling to other businesses (B2B) for years have focused their time and resources selling to companies with 1,000 employees or more. The reason they do this is obvious, the potential return within these large accounts is far greater than the benefits of selling to smaller accounts. Conversely, the small and mid-sized business (SMB) market is statistically the larger opportunity for sales today.

According to the Small Business Administration (SBA), there are six million companies in the SMB sector, excluding companies with one employee (owner) with part-time employees – a huge market in terms of targets. But, what many executives don’t understand is that the gross domestic product (GDP) within the SMB market is equal to that of large enterprise accounts. Furthermore, the SMB sector is the fastest growing segment after a prolonged economic downturn or recession. A recent eMarketer study provided a very favorable forecast for the SMB market in 2014: 55 percent of businesses saw growth last year, 10 percent “boomed” by achieving more growth than expected and a whopping 81 percent of small businesses expect to outperform their 2013 results.

Many companies have tried and failed to penetrate this market because, in large part, they attempt to utilize sales

In addition, we have created a mentoring program. Executives within Alorica assist new hires under the initiative by providing one-on-one coaching and development as they go through their transition from military into civilian life. The interaction with executive leadership has proven to reduce turnover and build confidence in prospective new leaders. Andy Lee, Chairman and CEO of Alorica, said, “Everyone needs a champion. This is a great way to build the talent of potential rising stars from this initiative.”

AloriCares is led by Vice President, Marianne Strobel. Marianne has 20 years of experience in the telecommunications industry. Her extensive experience implementing successful programs is helping move AloriCares forward smoothly and efficiently. For more information, please contact Marianne directly at Marianne.Stobel@alorica.com.

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and marketing approaches that have proven to work in large, enterprise accounts, but find them ineffective or too costly for the SMB market.

Alorica has recently launched ASCEND, a vertically-integrated sales and marketing channel specific to the SMB market. The solution includes predictive analytics for targeting and segmentation; offshore account profiling to understand specifics about each account; automated, multi-channel direct marketing campaigns to build brand and value proposition; and high-end, inside sales personnel in a dedicated B2B sales center. Alorica has already operationalized ASCEND and is anticipating a second deployment in early Q3 2014. This is a one-of-a-kind solution that works.

To learn more, contact Tony Sidor, Senior Vice President of Sales, at Tony.Sidor@alorica.com or watch the ASCEND video at www.alorica-ascend.com.

Largely Unserved Markets

Illustrated below, SMB market accounted for $5 Trillion GDP in 2013 – Equal in size to the Large Enterprise market.

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