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Industry Services Overview

Industry Solutions, Services OverviewNo matter the industry, we understand that successful customer relationships are the most important drivers of profitable business. Combining unparalleled experience, innovative technologies, flexible and scalable solutions, as well as a Human to Human (H2H) approach to customer interactions, we are able to help clients deliver an enhanced customer experience, drive profitable growth, and build competitive advantage.

With over a decade of combined experience, we have built focused teams around each industry we serve, leading with professionals who have spent years in contact center services. In addition, we source across diverse geographies, seeking passionate brand enthusiasts with subject matter expertise and customer care skills needed to serve as true brand ambassadors.

We offer a portfolio of services to clients in the areas of Customer Support, Business Process Outsourcing and Consulting Services for key-industry verticals. Learn more about our industry specific approach through the following:


TelecomWhy Call Centers Are a Valuable Employer

Challenges in the Telecom Industry
The world of telecom moves fast. Hardly a day goes by without a new product release, plan change, or technology update. Internet telephony (VoIP) and wireless services continue to change the face of the industry, allowing for greater innovation. However, with greater innovation comes boundless competition and a less personalized experience for customers.

Acquiring new customers is expensive (5 – 10 times the cost of current customer retention), and the average spend of a repeat customer is a notable 67% more than a new one*. Customers show a true disdain for long wait times. Therefore, support representatives require a knack for solving tough problems quickly and efficiently. Even if a customer’s experience has been mostly neutral or positive, it is the few negative incidents that will always be remembered.  Also, as new marketing campaigns, equipment issues, and billing creates inbound call traffic with unpredictable spikes in volume, the ability to provide effective and efficient customer service in a telecom contact center can be a costly challenge.

Telecom service providers simply cannot afford the impact of negative customer experiences and are turning to Arise to gain the high-quality, flexible, outsourcing services that’s needed.

A Competitive Edge for the Telecom Industry
The telecom industry and mobile devices are changing how we communicate and collaborate in our personal and business lives.  With today’s smartphones, customers expect everything to be available and within reach of their fingertips, including customer service and support.  Capable of supporting high volumes of telecom-related customer calls, emails, chats, and more in a 24/7/365 environment, we are able to deliver innovative, individualized support, to meet the needs of our clients’ diverse customer base.

We help to resolve challenging customer issues with the following outsourcing services and solutions:

  • Mobile and Wireless Support
  • Service Inquiries
  • Pre-paid and Post-paid Ordering and Activation
  • Subscription Services
  • Technical Support and Repairs
  • Device-related Troubleshooting
  • Billing Inquiries and Adjustments
  • Warranty Support
  • Inbound Sales and Upgrades

Quality Support. Your customers will not be talking to the typical call center agents. They’ll be working, one-on-one with CSP telecom support professionals, who are brand advocates, experienced and certified in your organization’s products and services, who are on a mission to minimize down-time and personally assist your customers in achieving a higher level of gratification.

Streamlined Services. Working closely with our client’s IT subject matter experts, We are able to streamline virtual desktops to promote efficiency and effectiveness, thus reducing average handle times and increasing customer satisfaction.

21st Century Communication. Telecom providers don’t rely on 20th century methods of customer communication and neither do we. Our mobile customer service interface will allow your customers to get answers as fast as they demand it. Additionally, our multi-channel support allows for seamless conversations with customers across time and channels for better customer retention, improved cross-sell and up-sell, and lower operating costs.

Social Media Engagement. With the influx of Millenials driving new requirements in the telecom industry, organizations are finding greater challenge in maintaining high service levels through social media engagement. We are able to provide BPO support through social networking sites while monitoring customer sentiment, identifying top influencers, and getting involved in the discussions.

Unparalleled Flexibility. By moving away from block scheduling, we give our clients’ programs maximum flexibility and unlimited capacity. Our access to an on-demand, geographically dispersed, work-at-home workforce allows our clients to always have the precise amount of support when needed most.

Providing Powerful Service at Lower Cost. Our business process outsourcing and crowdsourcing solutions brings our clients the most dedicated, knowledgeable, and experienced customer service providers. For telecom, that means sourcing your best customers to service your customers. Additionally, we have fewer bills with no lights to keep on, water to keep running, and supplies to keep stocked; and we pass these savings onto you.

Environmental Stewardship. With many consumers focused on “going green,” telecom providers are choosing more efficient, sustainable business practices that reduce energy usage and costs. By partnering with us our clients are able to satisfy those needs.


High TechHigh Tech

High Tech Challenges. Nothing changes more quickly than technology. Bringing new products to market effectively and maintaining strength in a highly competitive landscape requires top-notch strategy and execution. Success requires revenue growth and cost regulation to improve profitability. More than any other industry, high tech organizations are dealing with global integrations stemming from mergers and acquisitions, rapid product innovations, customer expectations for premium sales and support, and cloud computing and social media challenges. Likewise, advanced technology seems to spring up overnight and change how high tech organizations manage their customer interactions.

Support within the high tech industry requires the best of the best. Organizations are finding it increasingly more difficult to reach their customer satisfaction goals, challenged in sourcing individuals with technical aptitude, brand enthusiasm, and specialized customer contact skills, as well as the agility to quickly support customers in all forums (phone, email, chat, etc.). Although there is great desire to improve seasonality and business continuity support, most organizations are challenged in their ability to flex beyond 15%, while providing 24/7/365 service coverage.

Our Competitive Edge for High Tech Organizations. We work with some of the largest high tech companies in the world, providing the following services and solutions.

Mobile, Wireless, and Internet Support

  • Inbound Sales
  • Order Fulfillment
  • Account Set-up, Verification, and Maintenance
  • Product Upgrades and Replacements
  • Warranty/Subscription Sales
  • Retention Programs

Technical Support

  • Hardware and Software Installations
  • Remote Desktop Support
  • Troubleshooting
  • Password Resets
  • Website Navigation
  • Incident Tracking and Case Management

High-quality Support Professionals. Our 100% virtual contact center allows us to source and certify customer service support providers, ensuring the right mix of industry knowledge, technical experience, brand savvy, and customer empathy to provide every customer with a positive experience. Whether it is sales, service, or technical support, your biggest fans, as certified technicians, and dedicated advocates will be the ones interacting with your customers.

Flexibility and Scalability. Leveraging on-demand service delivery and cloud-based technology, we are able to provide virtual contact center support, around the clock (including holidays), for limitless volume of customer calls, emails, chats, and more.

Business Continuity. With nimbleness and agility, we respond to our clients’ volume based on actual call arrival patterns and are able to flex rapidly when a non-forecasted event occurs; up to 30%. Our access to an on-demand, geographically dispersed, work-at-home workforce allows for built-in capacity during peak call times and scale down in off hours. This also allows for built-in business continuity and disaster recovery planning that is equivalent to having a “hot site” for support.

Innovation and Technology. High tech companies should never have to rely on antiquated methods of providing sales, service, or support to customers. The first crowdsourcer of its kind, Arise continues to remain innovative in the virtual contact center space. With modern solutions we are able to exceed the high tech industry’s customer service challenges.


HealthcareHealthcare

Healthcare BPO Landscape
Every year, the healthcare industry is faced with the challenge of delivering the best patient care at an affordable cost. Payers and providers alike are overwhelmed with the difficult tasks of developing and managing quality healthcare customer service, arguably the central nervous system of an organization. As technology advances, so too does your consumer’s demands. Keeping costs minimal, building brand loyalty, and creating an unforgettable customer experience is becoming increasingly difficult for today’s healthcare organizations. In this value-based care era, the healthcare system is realizing specialized resources and expertise are not coming from within.

As a best practice, leading healthcare organizations continue to use outsourcing services as a way to improve processes, quicken transactions, and increase revenue. The continuous demands of healthcare reform has forced standard business process outsourcing to evolve and expand from general, administrative tasks to the support of new technologies, management of metrics and reporting, and strategic sourcing of individuals who have the right mix of technical aptitude, brand enthusiasm, and specialized customer contact skills.

Our Competitive Edge in Healthcare
We offer healthcare support services integrated customer communication and service strategy that meet the ever-changing demands of the healthcare industry.  By harnessing a network of small businesses that engage tens of thousands of high-quality, home-based professionals, we are able to map human capital to meet customer demand. Our outsourced healthcare solutions have proven to substantially increase quality and productivity while decreasing operational costs – providing your company with a differentiator to succeed in the highly competitive healthcare sector.

Non-Clinical Support Services:

  • Provider Outreach and Support Customer Service
  • Life and Worker’s Compensation Support
  • Physician Referral
  • Healthcare Surveys
  • Complaints and Grievances

Payor Support Services:

  • Member Enrollment and Retention
  • Medicare and Medicaid Support
  • Eligibility Verification of Benefits
  • Health Risk Assessments
  • Claims Support
  • Provider Referral, Look-up and Support
  • Star Ratings Survey

Pharmaceutical & Medical Device Support Services:

  • Customer Service
  • Prescription Drug Support
  • Centralized Scheduling
  • eCommerce Support
  • Patient Satisfaction Surveys

Affordable Care Requires Flexibility. With seasonal enrollment and sales, flexibility is more important than ever in the healthcare industry. In addition, regulations such as the Affordable Care Act (ACA) and the Health Information Technology for Economic and Clinical Health (HITECH) Act are complex, bringing about unpredictable business patterns. We maintain access to roughly 2.5 times the number of certified agents required for a program to allow for 20-40% intra-day unplanned flex, and a 200-400% planned seasonal flex for our clients.

Privacy and Security. It is essential that your customers trust that you will safeguard their personal and private information. Our Health Information Portability and Accountability Act (HIPAA) compliant programs allows protection of your organization’s and your customer’s information. Rigorous, advanced screening assures only the most specialized customer service providers are servicing your organization.

Innovation and Technology. We continue to meet healthcare industry demands with innovative technologies and healthcare call center solutions. These solutions include targeted crowdsourcing, cloud-based services, on-demand outsourcing operations, secure desktop, and mobile integration.


 

Travel & Hospitality Interval InternationalTravel & Hospitality

Travel and Hospitality Industry Challenges

The world is becoming a much smaller place as global travel and hospitality services continue to grow. In parallel to that growth are expectations and demands of guests who want additional conveniences.  With the emergence of new platforms and innovative channels, organizations are able to entice guests of mobile device and application users with discounts and deals, loyalty programs, convenience packages, and personalized guest services. Competition is fierce and everyone seems to be wanting a bigger slice of the pie.

In addition to which, the rise of social media continues to allow travelers to share personal experiences with immediate visibility and impact on brand reputation, making it a greater business imperative to fully delight travelers rather than simply satisfy expectations.

Our Competitive Edge for Travel and Hospitality
In order to keep travelers loyal, the customer experience must be world-class and focused on the uniqueness of each guest.  With us organizations in the travel and hospitality industry meet and exceed industry challenges with exceptional guest services. Greater results and cost efficiency are also achieved by Arise clients who gain operational efficiency through adaptable business processes and information security.

Reservations and Ticketing. We recognize that reservations are the mainstay of the travel and hospitality industry. As such, we provide our clients with access to tens of thousands of seasoned virtual contact center support professionals who have the right mix of industry experience and customer empathy required for guest services and sales support, including experience in SABRE and ACORN Systems.

Roadside Assistance Programs. Roadside assistance members count on customer service agents to provide the best support during the some of the most stressful times. We understand the urgency of a call from a customer in need, where we respond with professionalism, empathy, and in-depth knowledge to solve their problem. We are committed to delivering the type of thoughtful customer service support and membership sales services that deliver peace of mind.

Timeshare Management. We make it easy for timeshare members to enjoy their vacations, supporting some of the largest timeshare programs in the world.  Whether you measure success by how many new guests you bring on or the number of existing guests you keep happy, our network of service providers will make it happen.

Loyalty Programs. We have extensive experience with customer loyalty programs, and can help ensure that your program not only attracts new guests but maintains them for life. Our quality-focused sourcing coupled with our award-winning eLearning program, and continuous performance management drives results. It offers our clients and their guests an exceptional experience all loyalists expect and deserve.

Flexibility and Scalability. Arise is the only company with a model that allows customers to have exactly as much…or as little… support as needed, precisely when they need it. With on-demand service delivery and cloud-based technology, we are able to provide 24/7/365 virtual contact center support to match seasonal fluctuations and emergency happenings with limitless volume of contacts.

Moving With the Times. When your guests are traveling they should be able to get support on the go. With our mobile customer service solution, they will be able to fly through any last minute issues by the time they step out of the cab. In addition we are able to provide contact center support through social networking sites while monitoring customer sentiment, identifying top influencers, and getting involved in the discussions.

Privacy and Security. It’s essential for travelers to feel their personal and private information is protected. Arise has consistently achieved the highest standard for security in processing credit card transactions for over nine years. Using a secure interactive voice response (IVR) system, travel and hospitality calls can be conveniently transferred to capture and authenticate required inputs, such as credit cards and personal contact information, without involving a live person.


eCommerceeCommerce

eCommerce Industry Landscape
Computers and hand-held devices have become the primary alternative to physical retail allowing consumers around the globe to browse, compare, and purchase products 24/7/365. To meet the demands of consumers and distinguish themselves from their competitors, retailers need to expand their customer support channels and embrace social interactions to offer unique opportunities for a seamless, positive customer experience.

Proactive use of all channels is a step in the right direction, but it is not enough to succeed today. The benefits of having a loyalty program in eCommerce are well known as they increase the frequency of customer visits and spending, promote free marketing, and help retailers track important data points that support applicable sales and promotions for items during the time they are in demand. In order to keep customers loyal, eCommerce customer service support must be world-class, focusing on the uniqueness of your customers.

Meanwhile, eCommerce business requirements often change during peak shopping seasons, with over 80% of all spending occurring within the last two months of the year for many retailers. This is a challenge for many that can be met with our tailored, eCommerce solution.

Our Competitive Edge in eCommerce
We believe that fast, personalized service is the key differentiator in eCommerce outsourcing solutions and the ultimate value stream component for businesses to grow profitably. With a decade of experience, we help clients become more customer-centric through innovation and quality service providers.

We offer the following eCommerce outsourcing services and solutions to ensure your customers have memorable experiences:

  • Customer Service Support
  • Inbound Sales Support
  • Order Fulfillment
  • Invoice Inquiries and Adjustments
  • Loyalty Programs

Multi-channel Customer Service and Sales Support. Our innovative, eCommerce outsourcing solutions have been built for general inquiries, order management and tracking, replacements, billing support, account management, or even website navigation support. We also handle issues such as balance inquiries, available credit, payment status, and warranty claims.

A Personalized Experience. With our eCommerce outsourcing solutions, we remove a business to consumer (B2C) mentality when interacting with your customers, taking a human to human (H2H) approach, connecting on a more personalized level, and building the foundation for an outstanding customer experience. Whether it is  sales or customer service, your greatest brand advocates will be the ones engaging one-on-one with your customers.

Green e-tailing. Retailers recognize that many of their customers are making buying decisions that include a concern for the environment. Green retailers are choosing to reduce energy costs and offer more efficient, sustainable business practices. Our clients are able to promote greater corporate social responsibility and environmental stewardship.

Privacy and Security. Reliable information security is essential to building customer trust. Arise has consistently achieved the highest standard for security in processing credit card transactions for over 9 years. Using a secure interactive voice response (IVR) system, calls can be conveniently transferred to capture and authenticate required inputs, such as social security numbers and credit cards, without involving a live person.

Brand Enthusiasts. eCommerce Experts. Consumers become loyal when retailers get to know them intimately and deliver on every interaction. Our 100% virtual contact center allows us to source passionate, brand evangelists who have the resources to offer a remarkable customer experience. With our virtual model, we have the ability to source the most professional eCommerce service providers from anywhere in the country.

Cost Efficient White Glove Service. Arise consistently delivers a white glove experience to all of our clients’ customers at a lower cost than any domestic contact center. Because there’s no rent, utilities, up-keep, supplies, or administration, we’re able to pass the savings on to you and our agents.

Focus on Quality. We can help ensure that your program not only attracts new customers but retains them for life. Our quality-focused sourcing coupled with our award winning eLearning program, and continuous performance enhancements, provides a higher quality representative and offers our eCommerce clients and their customers the Platinum experience all loyalists expect and deserve.

Credit where credit is due: This article was originally sourced from Arise Virtual Solutions.


FAQ - Frequently Asked Questions

Willow Cherry Computer Solutions has been working with the largest companies in the telecommunications industry since before cell phones were mainstream in the 1990’s. We have continued with Turn-Key backbone tower integration’s, radio technology and deployment of our wireless networks. We have been in the tech industry a Very long Time and stay on the Leading EDGE.

  • Better Business Bureau Accredited Business with an A+ ratingNow, with Arise Virtual Solutions we support an elite force of agents for the largest companies in the world who get abetter, more committed and exceedingly competent agent when and if they need it. Try us either way. It’s a win-win.
  • USING FULL DUPLEX SOURCING RESULTS IN DEDICATEDCONTRACTORS AND COMPANIES. THIS WORK FORCE HAS A MORE DEVELOPED SKILL SET THAN TRADITIONAL CALL CENTERS. CROWD SOURCING ALLOWS CONTRACTORS HIGH INBOUND CALL VOLUME THAT IS MAXIMIZED THROUGHOUT THE YEAR. THE PROJECTS WE HAVE SUPPORT THE AGENTS FREEDOM TO CHOOSE THEIR OWN WORK AND HOURS. IT’S A WIN-WIN.