Arise Virtual Solutions - Customer Service or Call Center Training Practice of the Year

Company: Arise Virtual Solutions, Miramar, FL
Company Description: Arise connects Brands with the largest network of Gig-CX Service Partners. Innovations in dynamic scheduling deliver up to 200% intraday flex so Brands can be there for customers. Innovative virtual learning programs keep teams aware of customer needs to grow share of wallet. Service Partners deliver care that keeps Brands essential and growing.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Customer Service or Call Center Training Practice of the Year

Nomination Title: Arise Limitless Learning

2019 – 2022 Limitless Learning achievements include but are not limited to:

Development of new hybrid learning agendas, streamlined curriculum, and improved content delivery for instructors. For a Cruise Line program this reduced class time by 10 days, increased certification rate by 38%, reduced AHT by 10% and escalations by 4%. Plus, the Cruise Line awarded additional curriculum work for other lines of business.

Incorporated problem-based learning activities and gamified experiences to include virtual escape rooms, “who done it” mysteries, and car racing games to demonstrate proficiency. For a Fintech Brand, reduced speed to proficiency from nearly 6 months to 12 weeks, ranked #1 NPS partner of the year, and became overall top performing partner for 2020.

Leveraged Kirkpatrick’s assessment model to tie learning to performance. Held lessons learned sessions to gather feedback and reiterated curriculum accordingly. For a Sporting Goods Retail program this led to CSAT metrics trending 25% higher in 0 – 30-day performance compared to the previous learning.

Used clients’ IVR and telephony platforms to conduct detailed data review and analysis. With insights in hand, Arise streamlined existing learning materials and created additional service aids to provide agents with better call-control techniques. For a Brand in the Healthcare space, the materials were incorporated into the Service Partner curriculum promoting:

5% higher certification rate than previous waves
3.6% improvement in PSAT scores over prior four waves
11% reduction in AHT
General outperformance of prior 11 waves by an average of 20%

Arise is the leader in Gig-CX management, helping Brands elevate customers to new heights. For over 25 years Arise has helped Brands be there for customers and be essential to their success. We do this by connecting Brands with a network of 70,000+ gig-economy Service Partners who are there for customers whenever they need support.

To drive success in customer service, Arise has instituted Limitless Learning, an industry-leading virtual-first learning program that ensures agents who are supporting customers have a true understanding and connection to customers’ needs.

Over time, Arise has developed more than 12,000 virtual classes and delivered more than 2.4 million virtual learning hours to hundreds of thousands of learners. As an industry leader in Learning and Development, the Arise methodology is built on:

Instructors well-versed in virtual learning
Proven and varied fundamental adult learning strategies
Deployment of effective tools to maximize learner engagement
Performance-based goals and outcome tracking

By applying and refining these best practices over our history, Arise has decreased curriculum time up to 40%, decreased speed to proficiency by up to 30%, and increased net promoter scores for Brands by up to 34%.

Arise is the trusted, virtual-learning expert for major Brands!

Statistics show that with traditional contact centers and BPO organizations 20% of learners quit after 45 days due to poor learning. Meanwhile, Arise has managed to certify 54% more learners year over year during the pandemic months because of its unique approach to virtual learning.

Our success is driven by several competitive distinctions, including:

Learning journeys designed specifically to drive performance. For a Sports Retail Giant, Service Partners on the Arise® Platform delivered -31% AHT and -40% Abandonment Rate.

Rapid and Agile Prototyping, making incremental improvements over multiple iterations. This saves time, money, and solves common design issues before development. For a Luxury Retailer, Service Partners hit green on four of five metrics within 45 days of launch and achieved green across all five metrics within 120 days. Currently ranked top performer of three sites, consistently #1 in CSAT, delivering 105% of target.

Interactive curriculum scales across all learning environments. This includes instructor-led, self-paced learning, and hands-on practice opportunities, delivering a 30% decrease in speed to proficiency.

Cutting-edge learning systems and holistic education that includes gamification drive achievement of KPIs. For a Home Warranty Provider, quality metrics exceeded competitors’ by an average of 11.8 percentage points and consistently six points above target while achieving a 39% increase in sales revenue.

Rather than standard instructors, Arise has experienced, virtual-first learning facilitators leading classes, ensuring engagement, and speeding time to proficiency. For a FinTech Brand, 180 new FTEs successfully supported customers 20 days from launch.

To learn more about Arise Limitless Learning and why it should win the Stevie® Award for Customer Service Training Practice of the Year, please review the following:

The Remote Learning Primer - https://flex.arise.com/learning_videos

Define. Design. Deliver. - https://flex.arise.com/learning-development-whitepaper