| Candidate Information | | Title | Customer Support Service | | Target Location | US-MS-Laurel |
| | 20,000+ Fresh Resumes Monthly | |
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Click here or scroll down to respond to this candidate1 PageThe Arise PlatformIntroductionArise Virtual Solutions is changing the way businesses think about call center services. Arise provides a virtual telephony and technology platform to connect primarily work-at-home service professionals, like you, running small customer support businesses to Fortune Street Address and other large companies. This guide provides a significant portion of the information needed to use the Arise Platform. Once youve successfully completed the registration process, use this guide to learn how to: Access and use the Arise Platform Select client opportunities Enroll in a certification courseHow It WorksMajor corporations contract with Arise to help them connect with customer support businesses that deliver high-quality customer service, tech support, and inbound sales support. Arise enters into separate contracts with the customer support businesses, which are required to register to use the Arise Platform Each client has unique performance requirements that are passed to the customer support business through Arise.Arise secures contracts with clientsinterested in outsourcing theircustomer service, inbound sales calland tech support needs to thecustomer support businesses that usethe Arise Platform.2 PageTo use the Arise Platform, a good workingknowledge of this information is essential.Table of ContentsAbout the Platform Platform Usage Fee page 3 Platform Basics page 3 Service Types page 4The Portal Accessing the Portal page 5 Portal Features pages 6 - 8 Selecting Client Programs and Certification Courses pages 9 - 10Basics Systems & Equipment Policy page 11 Service Hours/Service Revenue pages 12 - 13 Accessing the Arise Virtual Gateway (AVG) page 14 Please Note: This information is provided for Service Partners and their agents who are registered to use the Arise Platform. If you have not registered yet, go to AriseWorkFromHome.com and click the Register Now button. 3 PageAbout the PlatformPlatform Usage FeeTwice a month, customer support businesses are charged $19.75 for each active agent registered to use the Arise Platform. This fee is a per agent fee but is only charged when a customer support business has executed an SOW (Statement of Work) and its agent is servicing a client program.Platform BasicsThe Arise Platform connects Service Partners and their agents to Fortune 1000 and other prestigious clients that need contact center services. The Arise Platform offers: Telephony and data infrastructure to connect you and your agents to clients needing services. Systems that help you keep track of performance, hours and quality metrics for you, your agents, and your customer support business. Access to certification courses that provide details on client systems and performance expectations for specific client programs. Servicing opportunities for a long list of prestigious clients, including many Fortune 1000 companies. Help and support to answer your questions via an automated system, the Arise Virtual Assistant (AVA) (available on the portal 24/7), live chat support (during business hours on the portal) and thePartner Support desk. Support resources that can provide enhancement, technique and/or information sessions regarding client programs. 4 PageTypes of OpportunitiesSmall customer support businesses register to use the Arise Platform to connect with and to serve world-class companies that are in need of customer service, inbound sales, and technical support. These services are delivered via voice, email and/or chat. There are client program opportunities across an ever-growing number of industries, including retail, roadside assistance, and healthcare. There are also bi-lingual service opportunities for a multitude of languages, like French and Spanish. Customer Service Inbound SalesTechnical SupportProvided through a combination of via phone, chat and/or email. 5 PageThe PortalAccessing the PortalOnce youve completed the registration process, youll gain access to the Arise portal, where youll find the tools and resources youll need to use the Arise Platform, including Opportunity Announcements and the Starmatic Scheduling System 2.0, the online scheduling tool for scheduling and managing your service intervals, and the service intervals of your agents. Heres how to get there:Step 1: Open your Internet browser window.Step 2: Copy this link: https://link.arise.com/Step 3: Paste the link into the URL address bar on your Internet browser Step 4: Press Enter and youll be brought to the Arise Portal Step 5: Bookmark for easy reference6 PagePortal FeaturesThis section provides a high-level overview of how to: Access support, helpful tools, and reference tools and materials Update profile information Access and manage agent information and track metrics and performance measures for each applicable client program. Access documents and agreements (MSAs, NDAs, SOWs, etc.) Access the Starmatic Scheduling System 2.0, the tool to schedule and manage service hoursThe Arise portal will provide different views and information, depending on whether you are an agent or a business owner.Business owners have access to additional information, such as program and performance details of each agent working for their business, as well as exclusive access to revenue rates for each opportunity. Agents do not have access to revenue rates.7 PageThe HOME icon takes youback to the main page.The AGENT icon displaysyour ID number, clientprogram(s), schedule, andmetrics. If you are aBusiness Owner, you willalso see such informationfor each AGENT workingfor your business.The DOCUMENTS iconis where youll find acopy of yourbusinesses MSA,SOW(s), and otheragreements andimportantdocuments.The REFERENCE icon willbring you to resourcesspecific to a clientprogram that you mayneed to refer to during thecourse, or when servicingthe program.The STARMATICScheduling System 2.0 iconwill bring you to theStarmatic SchedulingSystem 2.0 scheduling tool,which is where you andyour agents will scheduleservice intervals.The METRICS icon displaysyour metrics. If you are aBusiness Owner, you willalso see such informationfor each AGENT working foryour business.8 PageThe CLIENT OPPORTUNITIES feature the Client Programs Opportunity Board. Scroll down to review the full list of opportunities and click each green info button to review details- including course requirements and a description of the program. Business owners will see additional details regarding revenue rates. It is important to thoroughly review the information provided for each opportunity prior to making any decision about which client program to select.Click on the INFObutton to display theopportunityannouncement.Click on the VIDEObutton to watch theopportunityannouncement videoClick on Learn More todisplay course scheduleclass dates, times andto Enroll Now.9 PageSelecting Client ProgramsOnce you complete the Registration Process, youre ready to select a client program. This is what this is all about servicing clients and generating revenue. Youll learn about opportunities to service a Client Program in one of three ways: Accessing the Arise Portal and viewing Opportunity Announcements By email Via social media by following Facebook.com/ThinkOutsideTheOffice You are encouraged to select a client program that best suits the strengths and interests of your business and agents. Review the opportunity details carefully to see if it is a good match.Download a step-by-step guide to selecting a client program HERE. Opportunities include:SalesHave a proven track in sales or enjoy selling? Are you friendly, outgoing and have a generallypositive attitude? Do you have a knack forinfluencing and persuading others? If so, sales may be the path for you.Customer ServiceIf you enjoy helping people solve problems andget a charge out of turning any situation into apositive experience, you may want to considercustomer service.Technical SupportAre you the go-to person when friends or familyneed help with their computer, phone and/orother electronic devices? Have any experiencewith hardware and software installation andtroubleshooting, technology consultation? If youhave the savvy to solve technical computer andtelephone problems, you may enjoy technicalsupport.Mix of InterestsIf you have more than one interest or strength, then select client programs that require a combinationof two or more of the skills listed above.10 PageCertification CoursesPrior to servicing a client program, youll need to take a course that provides information about the clients systems, the program, the quality requirements, and other information. This ensures that youll be up to speed, prepared and confident to serve. There is a fee for each certification course. To service clients using the Arise Platform, you must pass the course. Courses can run anywhere from two to eight weeks depending on the complexity of the client program. Call centers are not paid for the time their agents spend in class or taking courses.Read the opportunity announcements carefully before committing to a client program.11 PageSystem & Equipment PolicyThe following equipment is needed to service client programs your computer, headset, telephone, backup battery, etc. For the most up-to-date and complete requirements Click Here. This document will provide you with: Computer hardware requirements Internet requirements Computer software requirements Computer security requirements Telephone requirements Email requirements Prohibited technologyHere are some important tips to ensure success: To use the Arise Platform, the system, and equipment policy must be met. It is important to remember these are only the minimum requirements needed to use the Arise Platform. Remember: Cell phones, softphones, and select VoIP (voice over IP) using USB or wireless services are not permitted at any time, including but not limited to:o Google Voiceo Magic Jacko Oomao Skype12 PageService Hours and Service RevenueHow to Schedule Service IntervalsYou can set your own schedule using the Arise Platform, working on the days and hours you want to work and working as much as you want to work. Servicing intervals are available on a first come, first serve basis so it is beneficial to select servicing intervals (which are in half-hour increments) as soon as possible. There are more plentiful servicing intervals available during a clients peak demand period. Please be sure to review the Opportunity Announcement (OA) for the client program you are interested in servicing, for information about peak servicing times. The OA provides detailed information about each client program opportunity, the hours of service, and the peak demand hours for the client. Be sure that the hours align with your desired schedule before you express interest in an opportunity. Certain client programs have specific servicing hour requirements which will be detailed in the OA. For example, some client programs require weekend servicing or servicing on certain holidays. Therefore, be sure to thoroughly review the OA and Statement of Work to ensure that you have selected the right client program for you and your business. Note that for certain client programs, if your business is a top- performing business, you and your agents may receive the first choice of hours. This benefit is only open to top-performing businesses and is a good reason to strive to be a top performer.13 PageUnderstanding Service Revenue Business OwnersIf you are the business owner, you have access to service revenue rate details in the Opportunity Announcement. Service revenue rates vary based on client program complexity. AgentsAgents do not have access to the fees paid to call centers. Compensation paid to agents is solely determined by the business for which they are working. Service Revenue ModelsService revenue models vary by the client program. Below are examples of some of the models:14 PageAccessing the Arise Virtual Gateway (AVG)The Arise Virtual Gateway (AVG) is the call routing system that call centers, and their agents, use to connect to many client systems. The AVG telephony infrastructure improves consistency and efficiency of service across client programs, while centrally and seamlessly managing call routing. The AVG can be accessed through POTS (plain old telephone system) and VoIP (Voice Over Internet Protocol) phone systems. To service on AVG, you must dial into an Arise number with a (786) area code for servicing. This number is provided during the certification process, prior to beginning service. This number will not be toll-free and may result in long-distance charges for those businesses, (and their agents), who are not located in Miami (unless you have an unlimited or bulk long-distance plan). Your telephone equipment should not have any features which will interfere with your provision of quality services, except long-distance(i.e. no voicemail or call waiting). If your servicing phone has any features that could interfere with your call talking, please disable them. Please contact your service provider for instructions on how to do so. 15 PageFor additional information about using the Arise Platform, go towhich features a wealth of resources and blog geared towards small call center business owners and their agents.Also, like our Facebook page at:http://www.ariseworkfromhome.comhttps://www.Facebook.com/ThinkOutsideTheOfficeMarch 2021 |
