Case Study: Bilingual Services achieves 13‑point NPS gain and 442% seasonality flexibility with Arise Virtual Solutions

NPS Improvements for Bilingual Financial Services

Bilingual Services engaged Arise Virtual Solutions to solve scaling and bilingual staffing challenges that multi-vendor BPO partnerships could not handle. The customer needed English/French agents with product experience, massive late Q4/early Q1 burst capacity and a better omnichannel experience — including the industry’s largest deployment of video support.

Arise Virtual Solutions implemented a single-partner program using phone and video channels, Tier 1 & 2 product/software support, B2B and B2C coverage, and its Arise eLearning virtualization to train and administer services. The result was a 13-point year‑over‑year NPS increase, 442% seasonality flex, #1 vendor status across key client metrics, and the launch of new support programs alongside 2017–2018 tax season growth.

Bilingual Services