New player in Poland: strategy focused on people

In July 2023, Alorica, a leading global provider of customer experience solutions, expanded its EMEA presence into Łódź, Poland, marking a significant milestone in company's expansion strategy.

The newly opened office in the REACT building near Galeria Łódzka occupies a spacious area of 4,700 square meters spread across two floors, accommodating up to 650 employees. This strategic decision aims to generate new job opportunities, stimulating the local economy and presenting promising career prospects for the region's workforce. As a company that thrives on its workforce's skills, talents, and dedication, Alorica's decision to establish a new office in Łódź, Poland, is a testament to its people-first approach. Therefore, the choice of Łódź is not just about geographical convenience or economic stability but primarily about the people.

Strong position of the city of Łódź

In the customer service industry, the quality of human resources can make or break a company. Alorica, as a people-centric business, understands this all too well. The company's acknowledgement of the skilled labour force in Łódź is not only a nod to the city's educational and training facilities but also a recognition of the potential for growth and innovation that such a workforce brings.

Geographically located in the heart of Poland, Łódź serves as a central business hub. The city has an inviting business infrastructure and a resilient economy, creating an investor's haven within the European Union.

Łódź provides a distinctive blend of multiculturalism without the frenzied pace of a typical metropolis, fostering a superior work-life equilibrium for its employees. Over the past two decades, the city has undergone a remarkable transformation. Łódź nurtures a community of intelligent, open-minded individuals eager to contribute to collective success.

Łódź is an appealing work destination and an exceptional place to reside. As the third-largest city in Poland, it boasts a population of approximately 742,000. The city showcases splendid Art Nouveau architecture, vibrant nightlife, and a thriving cultural scene. With 11 universities nearby, Łódź is an educational centre, nurturing a highly skilled, cost--competitive, and educated workforce.

The city has firmly established itself as a strong supporter of the Business Process Outsourcing (BPO) industry, with scalability for a wide range of languages, including English, French, Italian, German, Spanish, Dutch, Nordic languages, Czech, Estonian, Finnish, Romanian, Turkish, and more

Strategically positioned, the new Alorica office provides seamless physical and remote support, catering to a diverse team of multicultural and multilingual professionals. This flexibility in service delivery models exemplifies Alorica's dedication to the community and the region's progress.

Expressing her enthusiasm about the new office, Kamila Woźniakowska, the Site Director for Poland, says:  We are thrilled to be part of Łódź’s vibrant community. This city offers an unparalleled fusion of cultural diversity and business prospects. Our new office is a space where people can flourish professionally while enjoying a well-balanced lifestyle. We eagerly anticipate our contribution to the region's economic development and look forward to providing exciting career opportunities for the local workforce.

Cultivating a unique culture with a global approach

Alorica is forging a unique path in the corporate world by nurturing an ever-evolving culture that effortlessly combines its international roots with a hint of a local flavour – in this case, a distinctive Polish twist.

One of the critical elements setting the company apart from traditional business entities is its commitment to making a significant impact. In most entrenched organizations, employees can feel as though they’re continually running into an invisible barrier; with their endeavours constrained, their voices muffled by the masses. By contrast, Alorica promotes a setting where each input is valued, and every voice resonates. They nurture a space where each person's work makes a tangible difference, reshaping the part and sway of individuals within a corporate context.

This welcoming and candid communication culture is further accentuated by the family-oriented environment that Alorica aims to construct. For the company, it’s not just a workspace; it's a community where everyone operates in harmony, from newly inducted members to seasoned leaders. This fellowship ambience is bolstered by an open-door policy that facilitates anytime access to the management for every team member. Such inclusivity is rare in conventional corporate frameworks, engendering a climate of trust and dependability.

Fun and professionalism seldom appear in the same context within the business sphere. However, Alorica is resolute about disrupting the dominant paradigm by integrating enjoyable experiences into everyday work life. By transforming the workplace into a fountain of joy instead of a den of trials, the company guarantees that its employees anticipate clocking in every day.

Teamwork is a cornerstone of Alorica's ethos. It nurtures a culture that relish working in cohesion and treasure spending leisure time together, aiding and supporting one another. This reciprocal relationship amplifies work quality and enhances overall job satisfaction. Alorica also acknowledges the rigours of call centre occupations and supports its agents at every step. This principle is exemplified at the Łódź office, where Kamila Woźniakowska is a soothing figure for the local team. As Kamila explains: Alorica Poland represents more than just an occupation. We curate the most effective methods from every location and customize them to align with the local market, ensuring our staff feels backed, acknowledged, and valued.

BPO’s modern image

Alorica remains actively involved in the modern economy, generating 25% of its revenue from emerging industry clients. This diversification keeps the firm abreast of industry shifts and ready to respond to its clients' evolving requirements. Matt Sims, President of EMEA Operations at Alorica, revealed his vision for the company's growth in the area, expressing: We look forward to offering Alorica's top-tier customer experience solutions in the EMEA. Our extensive knowledge and dedication to innovation will empower us to yield exceptional results for our clients and create new prospects for our employees in this area.

This article comes from magazine:
FOCUS ON Business #12 September-October (5/2023)