In our experience, reducing the levels of customer effort can directly build loyalty and reduce costs. The competence and quality of the agents at Arise is an important factor in reducing effort. Our recruitment process is key to having a highly rated agents who can be directly linked to significantly lowering customer attrition and enable new customer acquisition through word-of-mouth or through sales through services programs. Our team are trained specifically in your technology, whether it’s hardware, software, large, small, consumer or business. Most technical support requires a unique blend of skills and our staff have strengths in the specific technologies they support. Our processes ensure that quality and efficiency targets are met and exceeded, and our technologies and tools allow our staff to offer you the best technical support on the market. Our touchpoint NPS levels are well in excess of NPS industry benchmarks.
Customer service is much more than simply handling incoming calls. We care for your customers through the communications channels that are most relevant to them. We turn customers who have an enquiry about your products, services or brands into your champions. Our experienced dedicated team fully focused on achieving the key success factors which are important in the delivery of the service for our clients. This team is backed up by the Arise support organization and includes Operations, Training, Quality, HR, Insights, WFM & IT.
Business Process Outsourcing
Arise delivers outstanding end-to-end business process solutions that deliver real value to our clients. We provide a range of support services which strengthen delivery of these services to our clients, combined with our experienced and knowledgeable team, our unbeatable Business Process Outsourcing (BPO) consulting services allow our clients to focus on their core activities. Arise has developed a process based Quality Management System (QMS), allowing us to analyse, map and approve each process according to the key inputs, where these inputs originate from, the outputs expected and who the customers are for these outputs. We use agreed and approved Key Performance Indicators (KPI’s) to ensure that each process remains within pre-defined controls. Our robust service management and reporting framework dictates how each of our client contracts are managed. For transitioning from in-house to outsourcing, we produce detailed transition plans which form the basis of our range of support services.
In Arise, outbound services can be any kind of response to your customers, via voice call, email, web chat, etc. If your company needs to reduce overheads, improve productivity and customer service, Arise can create a solution for you. Whether it’s a contact centre, service desk, outbound calls, appointment setting, health checks, recontracts, WinBack campaigns, surveys or data cleansing you require, we can help to enhance the efficiency of your contact centre.