Arise Virtual Solutions
|Key people||John A. Meyer
Arise Virtual Solutions Inc, based in Miramar, Florida is a work-at-home, business process outsourcing company that blends crowdsourcing innovation, virtual technology and operational efficiencies. Arise provides customer contact, business process outsourcing, eLearning and consulting solutions to its clients. Recognized as a work-at-home, virtual call center pioneer, Arise has been delivering services in the cloud for over 15 years through its network of over 25,000 independent, work-at-home customer service, sales and technical support providers in the United States, Canada, the United Kingdom and Ireland.
Arise Virtual Solutions began as a partnership, in 1994, between the State of Florida and Bell South, with the goal of creating home-based opportunities for people with disabilities. The organization was developed to route customer service inquiries to individuals' homes.
Since inception, the concept of working from home has drawn a skeptical audience. Neither 100% offshore outsourcing, nor 100% in-house solutions, homeshoring provides many of the best advantages from both approaches, while also having challenges. From a company perspective, the concept offers the unique ability to source quality talent and certify resources promptly, and flex up and down based on call volumes.
The Arise business model is based on an entirely online, virtual platform, with a network of independent, specialized resources, who take customer service, sales and technical support calls for Arise’s clients, remotely, from their homes. Every resource in the network is able to choose which Arise client opportunity they would like to service. For example, a resource specializing in diabetes, because they either have diabetes or a family member has diabetes, may have the opportunity to take calls for a diabetes company; however, the resource has the ability to take advantage of any client opportunity that becomes available.
Arise’s online/virtual platform relies on a combination of processes: The Application/Admissions process, which is between two to five days, is initiated through the partner website (link to partner.arise.com). Admissions includes: setting up a profile, taking a brief voice assessment, completing a background check, certifying as a servicing resource and incorporating their small business or joining an existing small business in the Arise network.
In Enrollment, the resource is able to enroll in any brand opportunity they would like to service. Once chosen, the resources must take certification courses to begin servicing. Certification courses promote understanding and fluency of the client’s business needs.
Certification classes can take anywhere from one week up to eight weeks to complete. Courses take place for hours per day, either in the morning, afternoon or evening. Through a virtual classroom and eLearning solutions, resources are certified, and are able to start servicing Arise clients in production.
In production, calls are routed to resources homes. If an Arise resource encounters any challenges, or has any questions that they may not be able to answer, during production, they have various types of virtual support from performance facilitators (PFs), who are also contracted by Arise. The resource can reach a PF through chat, voice or email. All of the resources in Arise’s network are contracted business partners; they are not employees.
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