Case Study: Global Telecommunications Giant achieves top-ranked technical support and 95.6% utilization with Arise Virtual Solutions

Global Telecommunications Giant - Customer Case Study

Global Telecommunications Giant needed to expand its vendor network to support increasingly advanced technical support across diverse subscriber configurations and devices, while addressing intraday volume spikes and shortcomings in agent learning programs. They engaged Arise Virtual Solutions and the Arise Platform to provide mature, professional Service Partners and on-demand post-installation Tier 1 technical, sales, and billing support.

Arise Virtual Solutions delivered remote tech support call centers and technology/learning tools with 20–30% intraday flexibility and resource alignment to the client’s marketing calendar. The results included Top 2 rankings for First Call Resolution and Voice of the Customer in Q3, #1 in Customer Care in July, transactional sales rates above Q2/Q3 goals with August best-in-class performance, and 95.6% utilization over the last 90 days.