customer support Archives - Arise

Contact Center Senior Support Care

Tone Stray — Thu, 02 Nov 2023 01:25:33 +0000

Care and support for senior citizen recipients of specialized meal provider

Case Study Background:

In 2021, the FTC reported 2.8 million reports of fraud, with the overwhelming majority of these victims being senior citizens. With so many scams, it’s understandable that seniors are wary of free products of any kind. Unfortunately, a maker of healthy meals needed assistance overcoming these perceptions so they could deliver [MB1] Medicare-covered meals for those in need.

Challenge

Solution

Challenge

As Medicare patients are discharged from healthcare facilities, many are eligible to receive free, nutritious meals at no cost. However, coordinating these meals must be handled by thoughtful, conscientious Service Partners as the elderly recipients are often preyed upon by scams. This client needed assistance notifying eligible recipients of their meals through outbound voice calls and SMS messaging.
Solution

The Arise® Platform provides a connection to 70K skilled, certified Service Partners, many of whom have specialized backgrounds in industries like healthcare. Throughout the certification process, Service Partners learned about HIPPA basics to ensure they remained compliant with regulations. Additionally, a heavy emphasis was placed on learning effective communication strategies to build trust and empathy with scam-wary senior citizens.

Result

The focus on relationship and trust-building communication strategies boosted call-to-signup conversion to over 90%. With the implementation of predictive dialing, efficiency also jumped to over 60 dials per hour, an increase of nearly 100%. All of these improvements helped ensure that these nutritious meals were delivered to those in need of them.

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 Contact Center Senior Support Care appeared first on Arise.

Flex Customer Support Financial Services During Tax Season

Tone Stray — Wed, 01 Nov 2023 18:57:07 +0000

Financial services company seasonal flex Support while maintaining top performance

0 %

capacity flex on The Arise® Platform

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service hours above forecast delivered

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Led all vendors in quality

Case Study Background:

In 2022, it’s estimated that 19 million taxpayers filed an extension with the IRS for their 2021 returns. And while April 15 is typically what’s termed “Tax Day” in the US, those who successfully filed an extension had until October 17 to file their taxes. This October deadline creates a second volume spike from October 1-17, in the banking and finance industry as customers reach out for help completing their taxes.

Challenge

Solution

Challenge

A record number of tax extensions were filed in 2022, creating a surge in contact volume from people needing expert care for the largest personal tax software platform. With a myriad of post-COVID tax changes, many of the questions are very complicated and required a network of Service Partners with extensive knowledge of the tax software.
Solution

Creating successful and delightful customer interactions begins with Service Partner support and resources. Agent knowledge is the #1 driver of customer service success and is especially important when helping people file their taxes. To ensure Service Partners had the information and resources they needed, this Arise Customer Success team started preparing months in advance. They created support resources tailored for this October deadline, with extensive detail on all post-COVID tax changes. Additionally, Arise analyzed the most frequent call types and developed highly detailed performance facilitation programs. This ensured the tax software customers received quick and accurate answers to all their questions.

Result

Service Partners on The Arise® Platform generated an overall NPS of 76, 8% above the goal during the October volume spike, leading all BPO providers. During this time they delivered a customer resolution rate of 91%, also above goal. These high-performance metrics of The Arise® Platform reflect the preparation and tailored resources that started months in advance.

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 Flex Customer Support Financial Services During Tax Season 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.