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Why Are Customers Dissatisfied With Customer Service During Unplanned Events?

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MIRAMAR, Fla., April 25, 2014 (GLOBE NEWSWIRE) -- Why are customers switching brands after they're dissatisfied with their customer experience? According to Accenture's 2013 Global Consumer Pulse Survey, 51 percent of U.S. consumers switched service providers in the past year due to poor customer service experiences. While there is no one-stop shop to find a universal solution to customer service dissatisfaction, there are customized solutions for organizations to provide an unparalleled customer experience, all the while addressing customer service needs.

During unplanned events and weather disasters specifically, organizations encounter challenges – trying to keep their operations up and running, while also providing excellent customer service. As these unplanned events hit businesses, they have to flex up to meet customer demands.

Their solution: provide all customer service resources with a generic script. Yet, according to the Accenture survey, among the 10 industries that the report covered, providing customers with a tailored experience was minute. Considering that during normal operations organizations struggle to provide tailored customer service experiences, why aren't organizations turning to a crowdsourcing/business process outsourcing provider, who ensures the resources at the frontline of their business are providing nothing short of world-class service, regardless of the circumstance?

In fact, according to Ovum's Global IT Services Practice Principal Analyst, Peter Ryan, "The ability to seamlessly ramp up agent capacity has long been one of the main advantages for the outsourced home-based agent model. This has been especially important for vertical markets in which seasonality and service disruption are common (most notably retail and utilities). However, Ovum's most recent research bears out that as the economy moves into solid recovery, companies across sectors are taking advantage of the work-at-home's business model for this reason, and is now one of the top-three reasons for adopting this approach to CRM. This is mainly due to the minimal effort that this business model offers in terms of moving active agents online in a very short amount of time, as compared to the bricks-and-mortar system, which physically requires contact center agents to travel to and from work at with limited notice."

Arise Virtual Solutions, the leading provider of crowdsourcing and business process outsourcing solutions in the world, offers FlexService, among other solutions. FlexService is their offering that provides clients with the ability to flex in a moment's notice to meet customer demand, despite their forecast.
Take AAA Auto Club. Arise was originally contracted to provide 1,600 hours of service to AAA during the week of January 5, 2014. As a direct result of the inclement weather (Winter Storm Hercules and Polar Vortex), Arise flexed 65% more than what was contracted, servicing more than 2,600 hours. During that same week another roadside assistance client needed Arise to assist with their unexpected call volume. Arise was originally contracted to provide 2,000 hours of service. Arise picked up an additional 2,000 hours (4,000 total) – flexing 100% by leveraging their scalable network of agents and virtual technology platform.

Arise's ability to flex coupled with their ability to crowdsource the highest performing, highest quality resources ensures that each of their client's customers are receiving a personalized, outstanding customer experience.

About Arise:

Arise Virtual Solutions is a work-at-home business process outsourcing company that uniquely blends crowdsourcing innovation, virtual technology and operational efficiencies to deliver better results. Recognized as a work-at-home call center pioneer, Arise has been delivering services in the cloud for over 15 years, through its network of tens of thousands of independent, work-at-home customer service, sales and technical support providers in the United States, Canada, the Europe. Arise provides flexible and cost-effective customer contact, business processing, e-learning and consulting solutions to premium brands around the world, including many Fortune 150 and 500 companies.

To learn more about No Boundaries, Better Results™ and how Arise Virtual Solutions can help you, please visit www.arise.com.

CONTACT: Arise: Jared Fletcher VP, Chief Marketing Officer marketing@arise.com

Source: Arise