For a major home security client, April 2022 was shaping up to be a dangerous month. This security leader’s traditional BPO partners were struggling to deliver the needed live agent capacity which meant customers were likely to be abandoned and revenue opportunities missed.
Ninety percent of all Americans say that customer service is a key factor in their decision to do business with a company, meaning this impending CX struggle could have a long-term impact on customer growth.
Facing the potential of failing their customers due to lack of adequate service, this home security leader turned to The Arise® Platform and the flex capacity model to resolve this dilemma. 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 while improving productivity and efficiency.
Because the network of Service Partners using The Arise® Platform is so broad, Arise is able to flex up to 200% intraday and up to 600% seasonally to give CX organizations the capacity they need on-demand to deliver great experiences for their customers.
In addition to a custom designed Virtual-First Learning and Development program, the Arise Best Start program creates highly personalized Performance Facilitation program for Service Partners. This program includes access to dedicated resources, call evaluations, focused huddles, and tailored content in Arise’s social and knowledge management platform.
These resources allow mature, experienced Service Partners to assimilate content quickly so they can work productively while delivering great CX.