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When Winter Weather Strikes, Nationwide Roadside Assistance Program Harnesses the Power of Flex

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capacity flex on The Arise® Platform
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service hours above forecast delivered
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NPS goal delivered
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Case Study Background:

There are more than 228 million drivers and 276 million vehicles traveling U.S. roads. With so many opportunities for disaster and mechanical failure, a nationwide emergency roadside assistance program must have live agents available to assist their customers in stressful and sometimes harrowing situations.

Use case #1

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

During winter months, ice and snow impact nearly 70% of all Americans, causing dangerous driving conditions. Failure is not an option when delivering crucial service to stranded motorists. During a particularly bad winter weather event in Q1 2022, this client was scrambling to handle exceptionally high contact volume, far exceeding the 110% volume projections initially requested.

Solution

When mother nature strikes, this nationwide roadside assistance client utilizes The Arise® Platform’s seasonal and intraday flex capacity to ensure highly capable Service Partners will be there to deliver excellent customer care to help stranded motorists. The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70K highly capable service partners who can provide high-quality care for customers, even in their most stressful of situations. Because the network of Service Partners using The Arise® Platform is so broad, Arise is able to flex up to 600% seasonally and up to 200% intraday to give CX organizations the capacity they need on-demand to deliver excellent experiences for their customers no matter the weather.

Results

Every second counts in stranded motorist situations, and through this support,
 Service Partners achieved 108% of AHT goal, coming in 39 seconds under target. Additionally, they reduced Not on Call (NOC) time by 43 seconds, 
achieving 158% of goal. Through these improvements, NPS improved by 
2 points quarter-over-quarter, achieving 101% of goal.

Use case #2

Unpredictable winter weather no match for the intraday flex capacity delivered by the Arise® Platform

Challenge

Mechanical breakdowns and automobile accidents are extremely stressful life events, and being able to provide quick, high-quality care no matter the situation is imperative for customer safety. Ensuring customer care metrics like AHT are met are essential to any contact center, but especially so in high-stress situations that this roadside assistance client experiences daily.

Solution

With nearly 3 decades of experience delivering virtual-first learning and quality assurance, Arise understands the impact support and coaching plays in creating quality CX experiences. In addition to a comprehensive learning and performance coaching program, Arise provided extra support to new Service Partners during the seasonal flex needs of this roadside assistance leader. This incremental guidance included monthly and weekly reviews, audit calls, email and voice call feedback.

Results

very second counts in stranded motorist situations, and through this support,
 Service Partners achieved 108% of AHT goal, coming in 39 seconds under target. Additionally, they reduced Not on Call (NOC) time by 43 seconds, 
achieving 158% of goal. Through these improvements, NPS improved by 
2 points quarter-over-quarter, achieving 101% of goal.

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