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.
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.
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.
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.