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Home security client dodges customer service disaster with Arise’s flex capacity

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capacity flex on The Arise® Platform
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service hours above forecast delivered
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NPS goal delivered

Case Study Background:

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.

Use case #1

Gig-CX capacity flexes up to 110%, keeping client’s service “afloat”

Challenge

Solution

  • worried_couple_on-phone

    Challenge

    Thirty-three percent of all customers say they’ll go to a competitor after just one poor experience with customer care, making being there for your customers essential in today’s fiercely competitive landscape. Adding to this pressure, the labor shortage makes meeting CX goals even more difficult. Because the BPOs were unable to meet their agent staffing commitments, this home security giant was left with insufficient capacity to meet their CX goals in April 2022.

  • Dynamic_Customer_Care_Solutions

    Solution

    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.

Result

The power of The Arise Gig-CX Platform allowed this client to quickly flex capacity to 110% of their initial April forecast so they could meet their service SLAs.

Arise’s flexibility and speed of deployment caused the director of vendor ops to state, “Arise was the only thing keeping our Billing LOB afloat.”

Use case #2

Highly capable service partners on the Arise network reduce AHT by 11%

Challenge

Solution

  • man_looking_customer_cx_dashboard

    Challenge

    Response times are the #1 frustration of customers, with 54% of customers saying it takes 4-10+ minutes to get to an agent according to Arise’s “The Truth About Customer Care”. Each second on hold leads to increased frustration for the customer which can impact agent morale as well.

  • customer_service_agent_support

    Solution

    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.

Result

The power of The Arise Gig-CX Platform allowed this client to quickly flex capacity to 110% of their initial April forecast so they could meet their service SLAs.

Arise’s flexibility and speed of deployment caused the director of vendor ops to state, “Arise was the only thing keeping our Billing LOB afloat.”

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