Job one is being there for your customers: Pick up the phone. Answer the chat. Respond to the email.
But the truth is that many traditional BPOs still look at 8-12% abandon rates as a measure of success. From a customer's perspective, not getting the help you need doesn't feel like success. At Arise, we view this as "acceptable failure," and it's driven by outdated models for sourcing, scheduling, and performance management.
Arise has integrated technology innovation with new gig-economy workstyles to create entirely new models for workforce capacity planning. These innovations allow Brands to improve utilization and occupancy, flex capacity on-demand, and drive down Total Cost of Ownership (TCO) while still delivering a great customer experience.
From triage to strategy: The future of customer care post pandemic whitepaper
How Gig-Economy Care is Delivering When Traditional BPOs Can't.
The COVID-19 pandemic has had devastating effects on the health of communities, the stability of the workforce, and the economic future for businesses. With ninety percent of global organizations using on-premise solutions for their contact centers, customer experience (CX) leaders, worldwide, moved mountains to set up work-from-home capabilities for as many of their agents as possible.
Now customer care organizations have entered a transition phase where it is critical to look for ways to improve service levels in the short term, while also building a strategy for what their care organization will look like post-pandemic.