Call Center Hierarchy

Alorica has facilities located throughout the world. However, you are among the select few who deal with the eMachines account. A few members of the management team that you as employee of Alorica should be familiar with are as follows:
 
Steve Morton ----> Call Center Director
Dusty Fenwick ----> Human Resources Director
John Hardman ----> Maintenance and Facilities Manager
Jeffery Wixom ----> Senior Account Manager
Marcia Lucero ----> Account Manager
Kathy Bowers ----> Account Manager
Krista Wilcox ----> Account Manager
Thomas Perry ----> Training Manager

Team Managers (TM)
Team managers are responsible for the administrative duties of the team such as attendance, discipline, scheduling, and statistic tracking. They do not take escalations or have any contact with our customers. The team managers are dedicated to the growth and direction of our agents.
 
Customer Relations Managers (CRM)
CRMs are here as the senior agents on the floor. Their primary responsibility is to the agents of the floor. The CRM staff will take customer escalations and kudos. Each team has at least one CRM dedicated to that team. Your team CRM will assist you in improving your technical and customer service abilities.
 
Bronze Agents
New hires receive bronze level status once they complete training and pass the General Aptitude Placement (GAP) test with a score of 85% or higher.
 
Silver Agents
At the silver level, agents are looked to by senior call center staff for special projects. This will commonly be determined by your team manager.
 
Agents qualify for silver status by maintaining the following for a period of 90 days:

• QA average of 75% or better with no failed calls
• Call logging at 98% or better
• Quick logs less than 15%
• Billable Utilization (BU) at 70% or higher
• Average Handle Time (AHT) under 14:00
• First Call Resolution (FCR) 80% or higher
• No written or final warning for attendance issues
 
Gold Agents
At the gold level, agents will have an opportunity to assist with callbacks, waive charges and more.
 
Agents qualify for gold status by maintaining the following for a period of 90 days:
• QA average of 80% or better with no failed calls
• Call logging at 100% or better
• Quick logs less than 10%
• Billable Utilization (BU) at 70% or higher
• Average Handle Time (AHT) under 13:30
• First Call Resolution (FCR) 90% or higher
• No written or final warning for attendance issues
• Gold status is awarded upon passing a written technical assessment.
 
eMachines History
 
When the company began in September 1998, eMachines had initially been a forerunner in the
value PC market. Backed by two Korean electronics firms, Trigem International and Korea Data
Systems (KDS), eMachines was making a new niche for itself in the marketplace. By March of
2000, eMachines had managed over $684 million in sales as the company went public on the
NASDAQ exchange.
 
Legacy Systems
 
Most legacy systems are now out of warranty. Out of warranty customers may receive support through a number of different options. (See eMacInfo2 for detailed information about out of warranty options and legacy models)
 
eTower
The eTower was a flagship of the product line. Built primarily to appeal to first time and productivity users, the eTower was a Celeron-based computer system with integrated audio and video on a motherboard with a conservative amount of memory. This system was well suited for internet access and office work.
 
eMonster
The eMonster was a system with more power. The specialized design was based on the Pentium processor. These systems shipped with a more powerful video card and a liberal amount of memory. eMonster systems were perfect for multimedia and gaming purposes.
 
eSlate
The eSlate represented eMachines first attempt in the mobile market. eMachines shipped two different notebook models, the eSlate 400k and eSlate 450k, with AMD K6 400mhz and 450mhz processors respectively.
 
eOne
The eOne was another specialized system. Designed to be an “All In One” system, the eOne had the system built into the monitor. The eOne shipped as two different models, the eOne 433 and eOne 500, with the Intel Celeron 433mhz and 500MHz respectively.
 
eZnet
eZnet, also known as the MSN companion, was an “Internet Appliance” that was free with a 2 year subscription to MSN. The eZnet is a solid state system (no moving parts) that did not have a hard drive and was not upgradeable. Support for the eZnet was handled by MSN and not eMachines.
 
 
In 2001, major name-brand companies like Compaq and Hewlett Packard began to drastically reduce prices in order to create competition in the market This event marked a major change in how eMachines was perceived in the market.
 
On the last day of 2001, co-founder Lap Shun ”John” Hui closed a $161 million deal to buy out eMachines at $1.06 per share and took it private. He then hired Wayne Inouye--a one-time senior vice president of computer merchandising from Best Buy--as his Chief Executive Officer (CEO) to help turn around eMachines’ reputation at that time.
 
With a new focus on customer service, Inouye had quickly turned the company into one of the fastest-growing PC companies in the U.S. By the end of 2003, eMachines had earned sales of more than $1 billion in profitable business with overhead costs of less than 6%. Hui described Inouye as “one of the best CEOs I ever met.”
 
In combination with his understanding of major retailers such as Best Buy, Wayne Inouye also raised the bar in regard to the performance and quality of our new systems. This new strategy paved the way for eMachines success in the retail sales market.
 
New Club SKU Systems
 
One of the major reasons that John Hui selected Wayne was that he came from a retail background and understands the customer. As a method of better addressing the customer’s demands, Wayne started working with different retailers in the design and development of our new systems. The club SKU is an identification of what store designed and sells a specific
system.
 
T Series
The T Series is the new flagship of the eMachines product line. T series systems are generic systems designed by eMachines and available to all of our retailers.
 
W Series
The W series is co-designed by Wal-Mart to appeal to the Wal-Mart clientele. Typically characterized by an “All In One” box, meaning that the system and monitor are included in a single box. Because all the components are in one box the box can be quite heavy. One way that Wal-Mart addressed this was by requesting LCD monitors. The lighter monitor makes the
“All in One” box much lighter and manageable by more Wal-Mart customers.
 
S Series
eMachines next developed a relationship with Wal-Mart’s sister company Sam’s Club. Most Sam’s Club customers find value in bulk purchasing. The way that was decided to appeal to the Sam’s Club customers was to bundle most of the systems with a 2-year warranty.
 
C Series
The C series is for sale at Costco and is very similar to the S series systems. Typically C series also come bundled with a 2-year warranty.
 
D Series
Sold at Office Depot, the D series systems are designed to appeal to the office professional by including Windows XP Professional and were the first to include the 6-in-1 media reader.
 
A Series
The A26EV17F is currently the only A series system, which was designed by Circuit City. The unique naming scheme was meant to make the system compatible with Circuit City’s stock naming convention.
 
M Series
The M Series is not specific to any store; instead the M indicates that the system is mobile.
With the introduction of the M series, eMachines has re-entered the Notebook market.
 
M2XXX – M5XXX Series Notebooks are 32-bit processors by Intel and AMD.
M6XXX Series notebooks are AMD Athlon 64 systems.
 
 
Monitors
 
Always remember that monitors are packaged and sold separately, unless otherwise stated. An
advertised price for an eMachines desktop PC includes the tower, keyboard, mouse, and
speakers. Currently eMachines are offering two different type of monitors:
 
• CRT Monitors
• LCD Monitors
 
Model Number Scheme for Monitors
Most eMachines monitors begin with the word eView followed by a three-digit model number.
 
Type of Monitor
S = Standard CRT Monitor
F = Flat Screen CRT Monitor
L = Bundled LCD Monitor
T = Retail Monitor
 
Example:
 
eView 17F
eMachines 17” flat-screen CRT monitor
 
The first two characters (17) indicate the size of the monitor in inches, while the third character (F) indicates the type of monitor.
 
International Systems
 
eMachines products are also available in markets outside the United States. These have a unique set of Club SKUs which are as follows.
 
H Series
Sold in Canada with the option of installing Microsoft Windows in either the French or English language. You will receive calls for these systems.
 
J Series
Sold in Japan. Supported by the Tokyo Call Center.
 
N Series
Sold in Japan. Supported by the Tokyo Call Center.
 
DIXON
Sold in the United Kingdom. Supported by Dixon’s.
 
 
 
The Serial Number Scheme
 
It is extremely important be sure a serial number is read accurately. The following information will allow you to properly recognize an accurate serial number and also assist in determining their warranty status.
 
You can locate the serial number on the:
• label under a barcode
• packaging materials
• back or side of an eMonster or eTower computer system
• back of an eView Monitor
• bottom of an eOne or an eSlate
 
New desktops and monitors have a thirteen-digit serial number. Each digit has a specific purpose, as you can see in the diagram below.

Example: ABCDE Fxx xxxxx
 
A : Series Type/Manufacturer (Q = TriGem manufactured desktop system, C = FIC desktop system, G = Tatung desktop system,  A = "All-in-one" desktop system, etc.)
BC: Motherboard Type\Version
D: Year (1999 = 9, 2000 = 0, 2001 = 1 etc)
E: Month (1-9 Jan = Sept, A – C = Oct – Dec) 
F: Model designation ( 1 = First Model with this motherboard, 3 = Third model with this motherboard.)

Conclusion
The eMachines philosophy has always been to build affordable computers that deliver incredible value and performance for everyone. Today, eMachines is currently one of the top three PC companies and one of the most successful new computer brands in the industry. In fact, we've sold over four million PCs to a new generation of enthusiastic computer users.