Admissions FAQ
When and how do I get results during and after completing the admissions process?
How do I contact the Arise Admissions Department?
Why is a Background Check required and what are the deciding factors in passing?
General FAQ
Are there any limitations on the type of incorporated entity I can use?
Are we responsible for our own taxes, or is this handled automatically?
How does Arise pay a Virtual Services Corporation for the services that it renders to an Arise Client? How often?
Technical requirements FAQ
Do I need any headsets?
What operating systems do Arise and its clients currently support in the UK?
What are the technical requirements?
How do I contact Arise technical support?
What type of phone line do I need?
I have a telephone line that I do not use, can I use this line?
The Basics FAQ
What is homeshoring?
What is Arise?
What are the benefits of becoming an Arise UK Certified Professional?
What does the work involve?
What is an ACP?
What is a VSC?
Earnings and hours FAQ
How much money can I expect to make?
How many hours can I work?
How do I get paid?
If I have booked hours and no calls come through, do I still receive payment for that shift?
Am I guaranteed a certain number of hours?
Is it possible to take time off?
Do I get paid holidays/sick leave?
How much tax will I have to pay on my earnings?
Can I change my schedule at short notice?
Can I service calls for multiple clients?
Can I service outside the UK?
Start up costs and other expenses FAQ
Are there any start up costs involved?
How much is the Arise monthly service fee?
Setting up a Limited Company FAQ
Why do I need a Limited Company?
How do I set up a Limited Company?
Do I need to set up a business bank account or can I use my personal account?
The admissions process FAQ
What experience do I need before I can apply?
What does the admissions process involve?
I have completed admissions. What is the next step?
I have failed part of the Admissions process. What is my next step?
I already have a background check, can I use it?
If I have any convictions, will this stop me from continuing with the admissions process?
I received my disclosure back from Disclosure Scotland. What do I need to do?
How do I gain access to ACP 101?
I have completed admissions, but no classes are available. What should I do?
I have seen a class on which I would like to enroll. What next?
Where and when are classes held?
Admissions
Q. When and how do I get results during and after completing the admissions process?At the end of each section, you will receive an e-mail message informing you of your results. Please be sure to check your SPAM mail or JUNK mail folders because in many cases your ISP may mistakenly mark them as spam.
Q. How do I contact the Arise Admissions Department?
You may contact Admissions by sending an e-mail to AriseUKAdmissions@arise.com.
Or you may call 01312002100, 9AM to 9PM GMT
Q. Why is a Background Check required and what are the deciding factors in passing?
Arise and its clients have high integrity standards and, thus, no one can become a Client Support Professional if they are convicted, pled guilty or pled no contest to a felony or certain misdemeanor charges (such as fraud). Some clients have more stringent standards with respect to being eligible to service their particular account.
The UK Background Check is conducted by Disclosure Scotland.
When your residential address is in the UK and you have lived there for 12 months or more, you can apply for your background check online. If you have lived at your current address for less than 12 months you will have to apply by completing a paper application form that can be downloaded from Disclosure Scotland's website.
Disclosure Scotland processes 90% of background check requests within 14 calendar days and charge £25 for the service. You pay Disclosure Scotland directly using a credit or a debit card.
General
Q. Are there any limitations on the type of incorporated entity I can use?You must join or form a Limited Company. You may want to consult your accountant for information on how to proceed. Alternatively you can contact one of the following Accountancy Firms that are keen to work with UK ACPs http://www.arise.com/potential-accountancy-firms/. You also may research how to form your own incorporated entity on your own.
Q. Are we responsible for our own taxes, or is this handled automatically?
As the owner of your corporation you are responsible for your own taxes as well as any for your Client Support Professional employees.
Q. How does Arise pay a Virtual Services Corporation for the services that it renders to an Arise Client? How often?
Virtual Services Corporations are paid a Service Fee by Arise via direct deposit into their corporate bank accounts once a month on the 9th (covering the entire month). If the 9th of the month falls on a weekend or public holiday, the funds are made available the next business day. Arise provides Virtual Services Corporations with a report each payment period. The report is broken down by the fees attributable to the services performed by each Client Support Professional employee of your corporation.
Technical requirements
Q. Do I need any headsets?Yes. You will need two headsets with a microphone. Specifically, you need a telephone headset (to service the calls hands free) and a VoIP Headset (Voice Over Internet Protocol (VoIP) which connects to your computer (to complete the admissions process). You may not use wireless phones, wireless headsets or any combination thereof.
You do not need to use a specific brand, but we recommend using a good quality brand such as Logitech, Plantronics, Sennheiser or Creative headsets.
Q. What operating systems do Arise and its clients currently support in the UK?
Operating Systems: Windows XP Professional, Windows XP Home, or Windows 2000 Professional, 32-bit and 64-bit only with the latest service pack installed. Windows Vista Professional and Windows Vista Home. The use of Windows 7, 32-bit and 64 bit operating systems are permitted on over 80% and 50% of our opportunities respectively. Please refer to the Opportunity Announcement Document for specific requirements. Please visit Windows Update to ensure all critical updates are installed.
Supported Anti-Virus Software: (One of the below anti-Virus versions must be installed, activated and updated with the latest virus definitions at all times)
- Grisoft AVG Anti-Virus (8.x) (Free edition, Recommended)
- McAfee Internet Security (6.x - 8.x)
- McAfee VirusScan (8.x - 10.x)
- Norton AntiVirus 2004 - 2006 (10.x - 12.x)
- Norton AntiVirus Corporate Edition (7.x)
- Norton Internet Security (7.x – 8.x)
- Symantec AntiVirus (9.x - 10.x)
- Symantec Client Security (9.x - 10.x)
Q. What are the technical requirements?
We have put a PDf document together, which outlines all the technical requirements. You can click here to download that document.
Q. How do I contact Arise technical support?
When you are logged in the portal, click on “Contact Support” at the top of the screen, and select “Live Tech Support Chat”.
Technical support is available 24 hours a day, seven days a week.
Q. What type of phone line do I need?
To service clients, you are required to use a standard analog phone line similar to those provided by BT and Virgin.
The telephone line should have no functionality such as Call Waiting, Voice Mail, or Caller ID.
VoIP/Mobile phone lines are not suitable for servicing Arise clients, and are therefore prohibited.
Q. I have a telephone line that I do not use, can I use this line?
If you do not use your existing telephone line, you can make it your dedicated telephone line. You will need to ensure that there are no functionalities such as Call Waiting, Voice mail or Caller ID on the line.
The Basics
Q. What is homeshoring?Homeshoring is the name given to the practice of transferring service industry work out of offices and call centres to home-based workers.
The New York Times described homeshoring as "a sibling of offshoring... but while offshoring uses agents in call centers based overseas, homeshoring literally keeps agents at home, where technology has enabled them to work."
Q. What is Arise?
Arise is the only homeshoring organisation in the United Kingdom whose business model depends on people just like you: entrepreneurial self-starters who have a desire to manage their own time and workload.
Thousands of Independent Business Owners have affiliated with Arise, because we make it easy to find rewards for your hard work, service well-known brands, and balance your career with your personal life – all from the convenience of your home office.
Q. What are the benefits of becoming an Arise UK Certified Professional?
Once you become an Arise UK Certified Professional, you will have:
1. The flexibility to service Arise’s clients from the comfort of your own home at the times that you choose.
2. The ability to set your own schedule in half hour increments and to plan your work around your personal life and other commitments.
Q. What does the work involve?
You will choose the client you wish to service. The work typically consists in taking inbound customer calls involving customer service. There can be an element of sales involved.
Current opportunities are visible on the Arise portal once you have completed the Admissions process. Opportunity announcements are also sent out via email to those who have completed Admissions. Please take a look at these in detail before expressing interest, as they will give you further information about client specific certification classes and an idea of the kind of work involved with the specific client.
Q. What is an ACP?
CSP stands for Client Support Professional. What that means is an individual who has gone through the initial assessment steps (detailed in the What does the admissions process involve? section, below), and who has successfully completed the ACP101 Basic Certification program (see below for more details).
Once an individual has ACP Certification it means they are ready to set up their VSC (see below) and be matched with a client.
Q. What is a VSC?
VSC stands for Virtual Services Corporations.
A Virtual Services Corporation is simply an incorporated entity (for example, a Limited Company) that you own, and through which you will operate your business.
You can read more details in the 'Setting up a limited company' section.
Earnings and hours
Q. How much money can I expect to make?Independent Business Owners receive payment from Arise UK for services rendered in any one of three ways: per call, per talked minute, or per hour.
All of these methods should result in an average hourly rate of £6 to £11 per hour.
Of course, rates will vary from client to client, and some opportunities will include a bonus or incentive for achieving established targets
Q. How many hours can I work?
Every opportunity will have a minimum number of hours that each ACP will be required to service per week. This will depend upon the actual needs of the client.
The minimum requirement is normally 20 hours per week, but varies from client to client. For some client applications, the minimum may be lowered to 15 hours per week.
Some clients might require that a small amount of hours be serviced on weekends.
Q. How do I get paid?
Arise UK Certified Professionals will be paid in any one of three ways: per call, per talked minute or per hour.
Payments will work out at an average hourly rate of £6 to £11 per hour performance based.
You will find payment details for the individual client in the relevant Opportunity Announcement.
Payments are processed monthly, on the 9th of each month or the nearest working day thereafter.
Payments are made by direct deposit into the VSC’s business bank account.
Q. If I have booked hours and no calls come through, do I still receive payment for that shift?
Arise manages the call volume by making shifts available to a different number of ACPs depending on the volume of calls expected for a particular shift, to ensure that all ACPs receive a high volume of calls when servicing.
ACPs can expect to be on calls between 85% and 95% of the time they are logged in our systems.
Q. Am I guaranteed a certain number of hours?
Hours are posted weekly and you will book your schedule on a first-come, first-served basis.
For this reason, Arise cannot guarantee a minimum number of hours; however, ACPs do not usually have any difficulties finding the hours that they require to work.
You can certify for more than one client to ensure a maximum number of hours is available to you.
Q. Is it possible to take time off?
While the Statement of Work will specify the minimum weekly commitment for the application, Arise understand that on occasion, you will not be able to service due to emergencies or other commitments.
You should advise us that you will not be servicing for a period of time and will not book any shifts for the period in question.
Please keep in mind that as an independent contractor, the decision not to service is yours; however, failure to meet the contractual metrics may negatively affect the VSC’s standing.
If you are not servicing for 30 consecutive days or more, you might be required to complete the certification class again.
Q. Do I get paid holidays/sick leave?
Arise is not an employment opportunity. ACPs can take time off but will not receive service fees for the time not servicing.
As an independent contractor, the decision not to service is yours; however, failure to meet the contractual metrics may negatively affect the VSC’s standing.
Q. How much tax will I have to pay on my earnings?
How much tax you pay will, of course, depend on how much you earn. Unfortunately, Arise cannot offer financial advice.
However there are some great resources out there to help you with your tax questions:
Q. Can I change my schedule at short notice?
You can release hours at short notice if necessary.
We ask all ACPs to release hours no less than 48 hours in advance.
If hours need to be released at shorter notice, this is possible however it may affect your metrics.
Additionally, we provide all ACPs with the ability to “swap” shifts – if a successful swap occurs, there is no negative impact on your metrics.
It is also possible to book extra hours at short notice.
Q. Can I service calls for multiple clients?
Many ACPs are certified and service the calls for multiple clients.
The ACP cannot attend two client certification classes at the same time and can service one client per interval.
Q. Can I service outside the UK?
Arise UK offers service opportunities in the United Kingdom only.
Arise UK is currently not available outside of the UK however the opportunity may become open to other countries in the future.
Please check our website regularly or become a fan of our Facebook page to keep updated on Arise announcements.
Start up costs and other expenses
Q. Are there any start up costs involved?There are no sign up fees payable to Arise, but as with starting any new business, there are costs involved.
These will vary based on the equipment you already have; providing you already have a computer and a broadband connection, other start up costs will include:
• Background Check - £25
• ACP101 Basic Certification Course - £15
• Limited Company - Up to £40
• Dedicated Phone Line - £30 to £125 (Many of you will have this already)
• Telephone keypad & headset - Up to £50
• Client Specific Certification Course - Free for some clients, but a fee payable for certain clients attracting higher rates of pay or a higher certification bonus - Usually between £50- £100
We’ve put together a PDF document to help you get more information on the equipment you’ll need, you can download it by clicking here.
Q. How much is the Arise monthly service fee?
The Arise UK Monthly Service Fee of £20 will be deducted from your monthly VSC payment prior to direct deposit. This fee covers the use of Arise's technology systems.
The Monthly Service Fee is only payable once you start servicing. If you earned less than £20 in the month, you will not be charged the service fee.
Setting up a Limited Company
Q. Why do I need a Limited Company?The Arise model is based on a business-to-business model and we only contract with Limited Companies, which we call Virtual Services Corporations.
You will not be employed by Arise, instead you will run your own company and work alongside Arise to build your own business.
Q. How do I set up a Limited Company?
If you already have an existing Limited Company that you are a principle owner of, you may use this to contract with Arise UK.
If you don’t have a Limited Company you can establish one through Companies House. Their website is http://www.companieshouse.gov.uk.
You may also set up a Limited Company by going through a company formation agent. You can find links to several company formation providers on at http://www.arise.com/uk-how-arise-works.
Alternatively you can contact one of the following Accountnacy firms http://www.arise.com/potential-accountancy-firms/ who are keen to work directly with UK ACP's and can help you set up your limited company.
You also have the option to operate under an existing Virtual Service Corporations that is already contracting with Arise, in which case you will not be required to set up your own limited company.
Arise does not recommend any particular VSCs, however, you can get in contact with VSCs contracting with Arise by visiting the Sureboom site.
You can also email AriseUKinfo@arise.com to request a copy of the Small Business Owner's Guide. You may find this helpful in establishing your Limited Company.
http://www.pcg.org.uk/cms/index.php also has a good database of information on how to start your own business.
Q. Do I need to set up a business bank account or can I use my personal account?
If you operate under your own limited company, you will be required to set up a business bank account in the name of your limited company.
Arise cannot process payments to a personal bank account. You will need to provide us with the banking details before you can be contracted.
The admissions process
Q. What experience do I need before I can apply?There is no specific experience required to start the admissions process with Arise.
The admissions process includes online assessments as well as live telephone assessments to establish the candidate’s suitability.
Q. What does the admissions process involve?
Your first step in becoming an Arise UK Certified Professional is to complete an online profile, if you have not done so already. Please also ensure that you have completed your credentials.
We would recommend revieiwing the Arise UK workstation requirements prior to beginning the Admissions process. You can find those requirements here: PDF document.
Once you have completed your profile, you may begin the Admissions process. The Admissions process is comprised of:
Voice Assessment: This step gives you the opportunity to demonstrate your voice quality where you will be asked to call a phone number and submit a quick recording.
PASS Telephone Screening: Once we have reviewed your Voice Assessment, you will receive an email with details on how to arrange a telephone assessment with one of our admissions specialists. This interview will assess whether you have the relevant competencies required to become an ACP with Arise.
Background Check: Arise UK and its clients have high integrity standards.All candidates are required to provide us with a copy of a clear Criminal Record Background check. You will be directed to the Disclosure Scotland website to order a Basic disclosure. It takes approximately 14 calendar days to receive the results. You will need to supply Arise with a copy of this document to complete the Admissions process, however you can also temporarily move through to the next stage (ACP101) using only the ‘Application Reference Number’ which is provided by Disclosure Scotland upon application. This ensures no delay in completing the admissions process.
Some clients have more stringent standards with respect to being eligible to service their particular account and will perform internal checks. Most traffic violations do not constitute a disqualifying event.
Arise reserves the right to remove any ACP from an application if an updated background check comes back with a disqualifying event.
ACP101: ACP101 Basic Certification is an on line, self-paced certification program that covers the skills and knowledge necessary for an individual to perform customer representative services from a remote location.
You will have seven calendar days to complete the course after you have enrolled and will be able to access the course 24 hours a day, seven days a week during your seven-calendar day enrollment.
Limited Company: Arise only contracts with Limited Companies, which we call Virtual Service Corporations (VSCs). Should you have an existing Limited Company that you are a principle owner of, you may use this to contract with Arise UK. Limited Companies can be established through Companies House. Their website is: www.companieshouse.gov.uk.
You may also set up a limited company by going through a company formation agent. You can find links to several company formation providers on our website.
You also have the option to operate under an existing Virtual Service Corporation that is already contracting with Arise, in which case you will not be required to set up a limited company yourself.
Arise does not recommend specific VSCs, however, you can get in contact with VSCs currently contracting with Arise, and who are taking on ACPs, by visiting the Sureboom website
Client Security Check: Certain clients request additional information on ACPs to run internal security checks prior to giving full and live access to their internal systems. On a small number of occasions, they may refuse an ACP access to servicing their account.
Q. I have completed admissions. What is the next step?
Once you have successfully completed all the admissions steps, you can express interest and enroll in a Client Specific Certification Course.
Most courses cover client specific applications, policy, procedures and systems.
Details of these classes can be found on the Arise Portal once you have completed admissions.
Q. I have failed part of the Admissions process. What is my next step?
If you are unsuccessful during the admissions process, you will be notified via email and your profile inactivated.
If you wish to reapply, you will need to wait for 90 days before your account can be reset. Once the 90 day period has elapsed, please contact us to request for your account to be reset. You account cannot be reset before this period has elapsed.
Q. I already have a background check, can I use it?
Arise will accept an existing disclosure if it is less than 3 months old from the date you start the admissions process.
If it was not issued by Disclosure Scotland, please scan and e-mail it to AriseUKadmissions@arise.com or fax it to: 00353 6568 40013. We will review it and confirm if we can accept it.
Q. If I have any convictions, will this stop me from continuing with the admissions process?
Any unspent conviction reported on the background check will prevent you from proceeding with the admissions process. Driving convictions would not generally be taken into consideration.
Q. I received my disclosure back from Disclosure Scotland. What do I need to do?
You can send us a scanned copy of your background check issued by Disclosure Scotland. You may email it to us at AriseUKadmissions@arise.com or fax it to us on 00353 6568 40013.
Q. How do I gain access to ACP 101?
Once you have completed the Voice Assessment and PASS Telephone Screening, you will be able to gain access to ACP 101 by clicking on “Enter Background Check Number” and entering the disclosure application number (without the first 2 zeros) in the box provided.
This will give you access to ACP 101 immediately.
Q. I have completed admissions, but no classes are available. What should I do?
Classes are announced based on the business need of our clients.
ACPs that have completed the admissions process will be notified of new classes by e-mail.
ACPs should also check the portal regularly.
Q. I have seen a class on which I would like to enroll. What next?
Once a class is announced on our portal that you would like to attend, you will need to enroll and in most cases pay the enrollment fee. This is a client specific payment that varies depending on both the client and type of class, and is normally offset by the certification bonus payable on course completion.
Client certification class lengths vary from client to client and are typically 2 to 8 weeks long, depending on applications.
Q. Where and when are classes held?
All Certification Classes are online with a combined approach of instructor led and self-paced curriculum. You will attend class from home.
The opportunity announcement will specify when the classes are held, however, we typically schedule classes to start at different times of the day to accommodate as many candidates as possible.
They usually take place in the evenings and can also be held in the morning and/or afternoons.
Full attendance is required for the duration of the class- if you miss a class, you will be dropped from it and will need to re-enroll in a subsequent class; you will also be required to pay again as your dropping out will have prevented another candidate from attending the class.
