Arise Awards Case Study and Site Visit 2014: High performance homeworking at scale


Discover the modern resourcing model which motivates people to work flexible schedules. This help clients resource rapidly to manage volatility, deliver quality and gain 20-30% efficiency savings.

The global network of 25,000 entrepreneurial owner-agents servicing with Arise are independent business owners, and their unique motivational profile has shaped every aspect of the end-to-end virtual operating model. This provides on-demand resource for clients’ daily, weekly or seasonal peaks, increasing utilisation to over 90% for a UK client. Most clients only pay for productive time. Agents can use smartphones to control their schedules, through Arise’s own StarmaticTM workforce management (WFM) system, building their own schedules and using bids/swaps too. The STAR program drives quality, self-motivation and high performance. Agents use online virtual learning, real time chat rooms, a 24X7 help desk and virtual communication tools. 47% have provided services with Arise for more than 3 years in the UK.

Results:   

  • 47% of owner - agents with Arise > than 3 years
  • Retail client saved 30% vs in-house centres
  • Media company saved 20% vs outsourced centres
  • Performance up 54% for new owner - agents
  • Resource raised 20% at short notice for retailclient using Starmatic
    MobileTM

Site Visit was on 25th Sept in Manchester

View the presentation from the day.

Attending Companies
Anglian Water, DAS, Direct Line Group, Hutchison 3G, LV= Insurance, North East Ambulance Service, Npower, Tesco Bank Insurance, UCAS and Worcestershire

Example Job Titles
Operational Development Manager, Claims Insight Planning Manager, Contact Centre Strategy and Transformation Manager, Section Manager. Resource Planning Manager

Key takeaways and learning

  • Understanding how effective “E learning” can be
  • When considering homeworking you need to “think outside of the office”
  • Recognise and understand how we manage peak demand more effectively
  • That homeworking is possible
  • Benefits of remote training/coaching

Delegate Quotes
“The site visit was a really worthwhile day and an excellent use of my time” Stuart Saw, Contact Centre Strategy  & Transformation manager, Three Communications

“Thanks to the hosts for openly sharing knowledge and experiences – great speakers” Helen Laybourne , Section Manager, North East Ambulance Service

“Very well delivered, very interactive and very thought provoking” David Kyle, North East Ambulance Service

“It was great to meet the  business owner agents” Jo Harris, Claims Insight Planning Manager, Direct Line Group

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Take a look at these articles, videos and links
2014 Innovation Awards Winners and Case Studies
Bridging the gap: five steps to success
Editor's Choice June/July 2014
Homeworking and life style shifts – what makes them work well?
People build success: the most engaged people have the happiest customers!
See the latest articles on Scheduling
See the latest articles on Strategic Trends and Insights
Seventeen finalists announced for the 2014 awards


 

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