NPS Archives - Arise https://www.arise.com/tag/nps/ Omnichannel Contact Center Solutions Fri, 08 Mar 2024 17:52:01 +0000 en-US hourly 1 https://wordpress.org/?v=6.4.3 https://www.arise.com/wp-content/uploads/2023/09/favicon.svg NPS Archives - Arise https://www.arise.com/tag/nps/ 32 32 Flex Customer Support Financial Services During Tax Season https://www.arise.com/case-studies/flex-customer-support-financial-services-tax-season/?utm_source=rss&utm_medium=rss&utm_campaign=flex-customer-support-financial-services-tax-season https://www.arise.com/case-studies/flex-customer-support-financial-services-tax-season/#respond Wed, 01 Nov 2023 18:57:07 +0000 https://newsite.arise.com/?p=3766 October tax season volume handled with care and quickness on The Arise® Platform

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Financial services company seasonal flex Support while maintaining top performance

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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

  • man_calculator_doing_taxes

    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.

  • Customer_Experience_Enhancement_happy_customer_service_agent

    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.

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]]> https://www.arise.com/case-studies/flex-customer-support-financial-services-tax-season/feed/ 0 High-Stress Quality Customer Support https://www.arise.com/case-studies/customer-support-quality/?utm_source=rss&utm_medium=rss&utm_campaign=customer-support-quality https://www.arise.com/case-studies/customer-support-quality/#respond Wed, 01 Nov 2023 14:55:36 +0000 https://newsite.arise.com/?p=3733 When winter weather strikes, nationwide roadside assistance program harnesses the power of flex

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

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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

  • Quality_Service_In_Crisis

    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.

  • Winter_Emergency_Customer_Support

    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

  • Efficient_Roadside_Assistance

    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.

  • Customer_Service_Excellence

    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.

Learn More
female_smiling_Innovative_Customer_Care_Solutions

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