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New hires hate getting onboarded.

AmplifAI improved speed to proficiency of Arise & increased solves per day by 34%.

Case Study

Arise Virtual Solutions

onboarding
new hire
speed to proficiency
remote work

Arise was founded on a simple, but incredibly powerful mission: To change the way the world works. Arise continuously delivers powerful solutions and drives differentiated and superior results while making a positive impact on the world. Arise is changing customer experience dynamics to accelerate unparalleled business results.

Arise has over $40M USD in revenue and has presence in Canada, Europe and USA. Recognized as a virtual customer management pioneer, Arise has been delivering services in the cloud through a network of tens of thousands of independent, virtual customer service, sales and technical support providers in the United States, Canada, and Europe.

For more than 25 years, Arise has changed the way the world works by providing a digital platform that turns fans of it clients’ brands into trusted brand advocates who deliver the most authentic customer experience. The Arise Platform enables brand advocates to be available in real-time connecting your customers to you when they need you the most, across the channels they prefer with high level of quality.

AmplifAI partnered with Arise to support one of its most valued clients. The client is a world-renowned, online hospitality and tourism marketplace.

Arise Overview

GOLD NEW PRODUCT EDUCATION - VIRTUAL LEARNING SOLUTION

STEVIE AMERICAN BUSINESS AWARDS
LARGE AND COMPLEX CUSTOMER SUPPORT NEEDS   ● SIMPLE CALL TYPE SUPPORT ●NEEDS CUSTOMER SUPPORT SOLUTION CONSULTING  ●VIRTUAL LEARNING SOLUTIONS   ● OMNICHANNEL CONTACT CENTER SUPPORT

Opportunity

One of Arise’s primary, high-valued client wanted to increase speed to proficiency for its new hires. The client is a world-renowned, online hospitality and tourism brand that has 100% remote, contact agents. It wanted to reduce ramp-up time as it wasted valuable time of the new hire onboarding. It also had a rapid expansion in frontline headcount and wanted to enhance supervisory capability increase speed to proficiency for agents in a large ramp. For the new contact agent to be proficient, an agent must master not only the required skills but also, be able to work independently while meeting all the company KPIs.

AmplifAI’s data-driven approach accelerates performance by delivering personalized insights and actions across the enterprise, resulting in dramatically improved business outcomes. In this case, AmplifAI focused on micro-learnings and supervisory actions.

"Arise has proven a successful AI driven process with AmplifAI for pushing relevant micro-learning content personalized to an agent’s need and one-on-one enhancement sessions for specific skills and behaviors.  A better speed to proficiency for a client is a key lever for Arise in exceeding client expectations."

Judith Rodriguez, Vice President Arise Virtual Solutions

Pain Points

  • New hires demand more meaningful onboarding.
  • Customers expect that every agent (new and old) is an expert.
  • Customers hate when new contact agents spend too much time finding a resolution.

Outcomes

AmplifAI collaborating with Arise were able to significantly improve speed to proficiency of areas where agents were below KPI targets. New hires for the client were able to reduce handle time from previous benchmarks and were able to increase solves per day. This had tremendous savings for the client and AmplifAI continues to expand its presence in this area. A core component of this improvement is through micro-learnings that are pushed to agents that match a persona. An example of a micro-learning that was extremely successful at Arise was Lowering Long Holds. AmplifAI measures the performance of the agent both before and after the micro-learning to ensure the time spent learning a skill is spent wisely.

Coaching
Effectiveness

A tailored approach to coaching based on personas of each contact agent. Managers are notified when a coaching session is required and then also measured on the impact of the coaching session.

Remote Work Enablement

Integration of a Workforce Management platform improving forecasting, scheduling and live monitoring of agents resulting in better overall utilization of agents (-10.7% in April from prior year).

Speed to Proficiency

Showcasing significant improvement in agent’s mastery of skills to exceed company-wide KPIs. Agents can learn skills independently and meet required goals.

Coaching
Effectiveness

A tailored approach to coaching based on personas of each contact agent. Managers are notified when a coaching session is required and then also measured on the impact of the coaching session.

Remote Work Enablement

Integration of a Workforce Management platform improving forecasting, scheduling and live monitoring of agents resulting in better overall utilization of agents (-10.7% in April from prior year).

Speed to Proficiency

Showcasing significant improvement in agent’s mastery of skills to exceed company-wide KPIs. Agents can learn skills independently and meet required goals.

34%

INCREASED SOLVES PER DAY

65%

MORE EFFECTIVE COACHING SESSIONS

24%

REDUCTION IN HANDLE TIME