insurance Archives - Arise

Inventory Service to Count On

David Williams — Tue, 19 Dec 2023 20:27:42 +0000

Inventory service
to count on

completion within allotted timeframes
(48% done as urgent requests)

0 %

No Show Rate
Over Six-Month Period

“A HUGE thank you to ‘team ARISE’ for stepping up to the plate and being there for CHEP when called upon without much notice. All your time, effort, and collaboration allowed this very large audit to be successfully completed and I just wanted to acknowledge that!” - CHEP

Challenge

Solution

Challenge

The largest provider of pallet and container pooling services had an urgent count request that could not be effectively completed by their existing vendor partner. Because of this vendor’s shortfall, a reliable partner that could be both consistent in its efforts and flexible enough to meet unexpected demand became an imperative. The partner also had to be proactive with feedback.
Solution

Aligned Service Partner support with the client’s inventory needs, addressing planned spikes, without impacting quality.
Conducted process audit and uncovered challenges in proactive response and or effective client customer communication.
Created a DC response survey to assist with timely audit services completion within the given timeframe.
Built “Auditor Touchbase,” an onboarding and relationship fostering system to help track, monitor, and effectively select the right people for each count location.
Created an external client drive to store and share all required data collection items with the client.

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post Inventory Service to Count On appeared first on Arise.

Delivering an Urgent Response

Tone Stray — Thu, 14 Dec 2023 15:10:24 +0000

Delivering an
Urgent Response

ASA

0 %

Monthly Attrition Reduction

0 %

Avg. Quality Rating MoM

“These agents sound better than some folks that have been doing this for a year! We would never have guessed some of these agents have only been on the phones for two weeks.”

Challenge

Solution

Challenge

In winter 2023, the world’s leading digital roadside assistance platform, was challenged by recent cut-backs and budget constraints. Not wanting to end its existing contract with Arise and the high-quality support being delivered to its 200,000+ drivers across America or move its contact volume to a next best provider in Columbia, the client enlisted Arise’s creative solutioning to uncover a more cost-effective alternative to the current onshore offering.
Solution

Engaged inter-departmental resources to discuss game plan and ensure no gaps.
Leveraged network of more than 2,000 GigCX service partners in Jamaica to source 73 FTE.
Delivered certification for two lines of business, one being 15 days in length, the other 17 days in length with Best Start included.
Scheduled agents in 30-minute increments using the Starmatic Scheduling System, providing extreme flexibility as needed.
Provided robust, 24/7 support services to ensure the
highest level of quality.

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post Delivering an Urgent Response appeared first on Arise.

BFSI: Customer Care Solutions

David Williams — Wed, 06 Dec 2023 16:31:20 +0000

Arise: BFSI

Find the right fit with quickly scalable, on-demand, virtual customer care

Arise connects your brand with the largest network of gig-economy Service Partners in the BPO industry. Innovations in dynamic scheduling can deliver up to 200% intraday flex so your CX fits your customers’ needs.

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post BFSI: Customer Care Solutions appeared first on Arise.

Analytics-Driven Customer Support Global Roadside Assistance

Tone Stray — Wed, 01 Nov 2023 18:41:03 +0000

Fast-growing global roadside assistance client unlocks analytics to drive CX success, reducing AHT by 50%

“Information is the oil of the 21st century, and analytics is the combustion engine.”

Peter Sondergaard, Senior Vice President and Global Head of Research at Gartner, Inc.

Case Study Background:

The argument can be made that data is a business’s most valuable resource, and when a business’s mission is delivering excellent customer service to stranded motorists, collecting and acting upon CX data is vital to success.

Use case #1

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

Solution

Challenge

While in the midst of rapid growth, a new, global roadside assistance client discovered gaping holes in their CX reporting that were making it very hard to manage performance. Response times are crucial in roadside assistance. But lack of visibility to key metrics were driving AHT to almost 8 minutes, meaning other drivers in need of assistance were waiting on hold. As a first time user of Gig-CX, this global roadside assistance client needed guidance in setting up their CX data collection and reporting processes. Establishing clear KPI metrics would set a foundation for process improvements and future success.
Solution

By partnering with the client’s internal tech team, Arise experts accessed the raw CX data from the client’s proprietary software, analyzed it, and validated each data point to map out the correct data captures. These captures were then used to provide deeper visibility into key metrics like average speed to answer, utilization and outbound call variance.
Using The Arise® Platform this roadside assistance company was able to improve learning and development delivery which led to higher proficiency and better service. In addition, the Service Partners using The Arise® Platform to provide service delivered almost 90% utilization. The combination of better proficiency and higher utilization allowed this roadside assistance leader to significantly drop AHT.

Result

The Arise analysis accurately measured CX data and provided this roadside assistance leader with a more detailed overview of the CX success metrics. Accurate Gig-CX KPIs, improved proficiency and higher utilization in place, this client was able to reduce AHT by 50% to a current average of 3-4 minutes by using The Arise® Platform.

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post Analytics-Driven Customer Support Global Roadside Assistance appeared first on Arise.

High-Stress Quality Customer Support

Tone Stray — Wed, 01 Nov 2023 14:55:36 +0000

When winter weather strikes, nationwide roadside assistance program harnesses the power of flex

0 %

capacity flex on The Arise® Platform

0 +

service hours above forecast delivered

0 %

NPS goal delivered

Case Study Background:

There are more than 228 million drivers and 276 million vehicles traveling U.S. roads. With so many opportunities for disaster and mechanical failure, a nationwide emergency roadside assistance program must have live agents available to assist their customers in stressful and sometimes harrowing situations.

Use case #1

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

Solution

Challenge

During winter months, ice and snow impact nearly 70% of all Americans, causing dangerous driving conditions. Failure is not an option when delivering crucial service to stranded motorists. During a particularly bad winter weather event in Q1 2022, this client was scrambling to handle exceptionally high contact volume, far exceeding the 110% volume projections initially requested.
Solution

When mother nature strikes, this nationwide roadside assistance client utilizes The Arise® Platform’s seasonal and intraday flex capacity to ensure highly capable Service Partners will be there to deliver excellent customer care to help stranded motorists. The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70K highly capable service partners who can provide high-quality care for customers, even in their most stressful of situations. Because the network of Service Partners using The Arise® Platform is so broad, Arise is able to flex up to 600% seasonally and up to 200% intraday to give CX organizations the capacity they need on-demand to deliver excellent experiences for their customers no matter the weather.

Result

Every second counts in stranded motorist situations, and through this support,  Service Partners achieved 108% of AHT goal, coming in 39 seconds under target.

Additionally, they reduced Not on Call (NOC) time by 43 seconds,  achieving 158% of goal. Through these improvements, NPS improved by  2 points quarter-over-quarter, achieving 101% of goal.

Use case #2

Unpredictable winter weather no match for the intraday flex capacity delivered by the Arise® Platform

Challenge

Solution

Challenge

Mechanical breakdowns and automobile accidents are extremely stressful life events, and being able to provide quick, high-quality care no matter the situation is imperative for customer safety. Ensuring customer care metrics like AHT are met are essential to any contact center, but especially so in high-stress situations that this roadside assistance client experiences daily.
Solution

With nearly 3 decades of experience delivering virtual-first learning and quality assurance, Arise understands the impact support and coaching plays in creating quality CX experiences. In addition to a comprehensive learning and performance coaching program, Arise provided extra support to new Service Partners during the seasonal flex needs of this roadside assistance leader. This incremental guidance included monthly and weekly reviews, audit calls, email and voice call feedback.

Result

Every second counts in stranded motorist situations, and through this support,  Service Partners achieved 108% of AHT goal, coming in 39 seconds under target.

Additionally, they reduced Not on Call (NOC) time by 43 seconds,  achieving 158% of goal. Through these improvements, NPS improved by  2 points quarter-over-quarter, achieving 101% of goal.

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post High-Stress Quality Customer Support appeared first on Arise.

insurance Archives - Arise

Inventory Service to Count On​

Inventory service to count on​

Challenge

Solution

Challenge

Solution

Aligned Service Partner support with the client’s inventory needs, addressing planned spikes, without impacting quality.​

Conducted process audit and uncovered challenges in proactive response and or effective client customer communication. ​

Created a DC response survey to assist with timely audit services completion within the given timeframe.​

Built “Auditor Touchbase,” an onboarding and relationship fostering system to help track, monitor, and effectively select the right people for each count location.​​

Created an external client drive to store and share all required data collection items with the client.

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

Delivering an Urgent Response

Delivering an Urgent Response

Challenge

Solution

Challenge

Solution

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

BFSI: Customer Care Solutions

Arise: BFSI

Find the right fit with quickly scalable, on-demand, virtual customer care

Arise connects your brand with the largest network of gig-economy Service Partners in the BPO industry. Innovations in dynamic scheduling can deliver up to 200% intraday flex so your CX fits your customers’ needs.

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

Analytics-Driven Customer Support Global Roadside Assistance

Fast-growing global roadside assistance client unlocks analytics to drive CX success, reducing AHT by 50%

Case Study Background:

Use case #1

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

Solution

Challenge

Solution

Result

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

High-Stress Quality Customer Support

When winter weather strikes, nationwide roadside assistance program harnesses the power of flex

Case Study Background:

Use case #1

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

Solution

Challenge

Solution

Result

Every second counts in stranded motorist situations, and through this support, Service Partners achieved 108% of AHT goal, coming in 39 seconds under target.

Additionally, they reduced Not on Call (NOC) time by 43 seconds, achieving 158% of goal. Through these improvements, NPS improved by 2 points quarter-over-quarter, achieving 101% of goal.

Use case #2

Unpredictable winter weather no match for the intraday flex capacity delivered by the Arise® Platform

Challenge

Solution

Challenge

Solution

Result

Every second counts in stranded motorist situations, and through this support, Service Partners achieved 108% of AHT goal, coming in 39 seconds under target.

Additionally, they reduced Not on Call (NOC) time by 43 seconds, achieving 158% of goal. Through these improvements, NPS improved by 2 points quarter-over-quarter, achieving 101% of goal.

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

Inventory Service to Count On

Inventory service
to count on

Aligned Service Partner support with the client’s inventory needs, addressing planned spikes, without impacting quality.

Conducted process audit and uncovered challenges in proactive response and or effective client customer communication.

Created a DC response survey to assist with timely audit services completion within the given timeframe.

Built “Auditor Touchbase,” an onboarding and relationship fostering system to help track, monitor, and effectively select the right people for each count location.

Delivering an
Urgent Response

Every second counts in stranded motorist situations, and through this support,  Service Partners achieved 108% of AHT goal, coming in 39 seconds under target.

Additionally, they reduced Not on Call (NOC) time by 43 seconds,  achieving 158% of goal. Through these improvements, NPS improved by  2 points quarter-over-quarter, achieving 101% of goal.

Every second counts in stranded motorist situations, and through this support,  Service Partners achieved 108% of AHT goal, coming in 39 seconds under target.

Additionally, they reduced Not on Call (NOC) time by 43 seconds,  achieving 158% of goal. Through these improvements, NPS improved by  2 points quarter-over-quarter, achieving 101% of goal.