Conventional brick and mortar call centers generally hire agents based on their geographical proximity. These organizations are often pressurized to meet customer call volume and their agents are not familiar with the brand itself, affecting delivery of quality service. Recognizing the need for change, Arise created a winning strategy with proprietary technologies, an advanced innovation road map and service improvements. “With our entire business being virtual, we maintain a network of over tens of thousands of independent business owners, who work from home. Customers’ calls are routed to agents in the Arise network to provide customer service, sales and technical support calls for our clients,” adds Meyer. In case of client emergencies (i.e, weather disasters, outages, unanticipated events), Arise reroutes the calls to agents’ homes who are located in unaffected areas. In addition to that, the company offers virtualized services in eLearning platforms, workforce management solutions, social media, chat and website support.
Changing the way people think about and do work is at the core of Arise’s philosophy. In maintaining such a powerful mission, Arise continues to not only embrace change, but remain at the forefront of technological movements in its industry.
In one instance, a renowned Fortune 150 company approached Arise to find ways to meet the surging increase in holiday volume that would have otherwise needed twice the normal number of agents. In less than two months’ notice, Arise sourced a team of top performing, experienced agents who could facilely deal with the additional volume without compromising program performance or customer experience. Arise also proposed solutions that enhanced call handling efficiency of agents during peak call traffic. As a result, the customer was able to meet over 100 percent of their goals to deliver customer satisfaction, quality, and service levels.
We are changing the way people do work and how companies provide service to their customers through our virtual/work at home network of tens of thousands of independent business owners
Arise’s success mantra to change the way work is being done—focuses on continuous innovation through strategies that enable the execution of a befitting plan to promote, enhance and maintain exceptional customer experience. The company plans to proceed to further their growth in the work-from-home, virtual infrastructure space and invest in profitable areas of healthcare, e- Commerce, and travel and hospitality in the coming years.