Arise Virtual Solutions Omdömen 47

A fashion brand client could improve on a lot.

Some not all the chat PFs were very pretentious and passive aggressive. They had attitudes even through messaging and a lot of them gave me a hard time to go to help desk for support. I was only asking because the Knowledge base articles said to escalate for that specific situation. I felt one particular Chat PF was deliberately inconveniencing me from informing the help desk for Fashion brand. I tried to report this Chat PF to Arise but Alas I did not see a change in results. And when I was inconvenience and Chat assistance was being stubborn my average handle time increased. I would have reached out to my QAPF but all my call evaluations were so negative in word format that I did not feel comfortable to that method. But my overall customer satisfaction was 5 stars so I did not understand why I was getting negative enhancements. It could only be from trickle down pressure form upper management. Which is fine but you discourage your team... They only tried cleaning up the negativity towards the end of my certification window. So I did not improve AHT because I did not feel supported. I felt all my efforts were invisible. I'm not asking for validation but if the customer is always satisfied and I am placing orders/ upselling. What is the issue? It all just felt like nitpicking and I felt mentally raw and low. And this was just the social failures, system failures was a whole other animal. Crashing left and right from the ordering system. Confirmations not being sent to customers. Dropped calls and sketchy connections form the phone applications. The virtual desktop would scramble the letters on my keyboard during calls when I would need to resolve an issue for a customer. We are penalized for missing any time not on a call but we are told by chat Team leaders to reboot our computers during servicing if we have any of these technical issues. That's confusing because if you do not have a Incident number for excusal your adherence goes down. When your adherence goes down that impacts your servicing contract (SOW) with Arise. Which in turn can get you terminated. I found the more hours I serviced the more technical issues I had but I had to service a minimum 25 hours a week. Meaning I felt like I was a hamster on a wheel panicking because I felt like a bad service partner from things that were outside of my control. When I would go to technical support their trouble shooting is rudimentary, they just tell you to restart all your systems and do speed tests. Nothing more than that really. Unbearable in my opinion. I had to fight the customers, the chat help/ support team, and the systems to hold everything together. And it was all my fault, had to take ownership of all of that supposedly.

I'm not asking for a cake walk but I perceive these issues as major discrepancies and can make great servicing agents fall into cracks. Something is not right here. If I slip into the crack I won't be returning again.
And yes I have reported everything I have mentioned to Arise. The ball is in their court.

I wanted to clarify: they are not a scam. But they're not organized, and I wouldn't recommend them.

You ARE charged a significant fee for certification class. This is 100%. Ranges from $0 up. $0 only applies a few days before class and it's only when the class hasn't filled up, as many do. Highest I saw was $100 but looks like others were even double that or more.

You can work from home and set your own hours, but the hours available may be limited. You're competing for hours because they purposely constrained the available number of hours to a rat race.

Also, read the Statement of Work. In addition to the cert fee, you are charged ~$40/month, starting from when you sign, just to keep accessing Arise. That's a joke. So you might only make $50 your first period, because of low hours and have to pay them back $40 of it leaving you $10 in profit - after 6-7 hours of work.

Why does that make sense? It doesn't.

Also, talking to a live rep is a nightmare. They are grossly understaffed. They actually need to consider using their OWN service to hire more reps, because they have excessive hold times when there's a problem. By default, they'll tell you to contact the trainer, but the trainer isn't responsive.

Speaking of the trainer, at least the one I saw, they're blatantly rude and dismissive to all students. This is the person who holds the key to you making money in your hand - AND YOU PAID TO BE INSULTED?

Everything they say is true, they're not a scam. The problem is, they're incompetent. There's a difference.

Corrective actions:

- Training should be PAID training, and the student should not be required to give you money for it.

- Training should be no more than 2 weeks before you're "on the floor".

- You should require feedback for the trainer daily. Anytime the trainer steps out of bounds you should know, and you should get that trainer out of there.

- You need to add guaranteed minimum available hours each week. Even Amazon Flex has guarantees.

- Your trainers shouldn't be using free Google products to work with class materials or communication. Unprofessional.

- You should not be charging people a monthly fee to access the platform - you know, the place where you need to go to sign SOWs and update banking/business info/retrieve tax forms?

- You should be able to self-withdraw from certification through the online tool, not having to wait on the trainer who doesn't reply and get marked late/no-show.

- Startup costs should be disclosed up front. Basically, a new person can expect to be charged somewhere in the neighborhood of $100-$300 out-of-pocket to really get started. For hourly rates between $11-$15, it may not be worth it.

They don't reply to reviews, but in case they do: DO NOT REPLY ABOUT MY PERSONAL EXPERIENCE, IT DOESN'T MATTER. TAKE THE FEEDBACK ABOVE AND MAKE CHANGES.

Firstly, be aware that this is not a large organisation, but a tin pot outfit that appears to be run by a handful of people whose sole job is to part potential “employees” from their money. I joined a training course - for which I had to pay £49 - for a customer service role. I had 20+ years experience in this type of role but was tired of people moaning at me every day. This role was advertised as inputting orders, not dealing with complaints. However, this was misinformation at best. The majority of the calls were people complaining. My main issues though are with the quality of the training and their lack of interest in you after you pay your fee. We were not trained to deal with the issues raised. The first 5 calls I received were nothing to do with any of the training we had received. When I raised this issue, I was told I would get used to it. Things didn’t improve. The questions I asked our trainer by email went unanswered - as did most of my emails. After I left the course, I requested a refund of my training fee because I believed they had taken this money under false pretences - namely that they would provide full training (untrue) for a job taking orders not dealing with complaints (untrue). We were advised we would work a minimum of 20 hours per week and would pay them £40 per month as an ongoing fee. It also turned out that they couldn’t guarantee 20 hours but wouldn’t reduce the monthly fee in this event. I received no reply to my email - or to any subsequent emails.
Unscrupulous company who only care about raking in course fees and have no interest in their employees. They will promise you anything to hook you in, but - be warned - their attitude changes immediately after you pay your course fee.

Worked with them for years now and never had any issues. They always help when it’s needed, I can work as little or as much as I like, get paid regularly without any errors every two weeks & I recommend to all my friends, well everyone I meet. Training was great, made friends with fellow agents & this with no face to face contact!

The job is simple. The staff are just any old person, not picky on who they hire. The customer Success team are not there to support you. Partner support will fob you off. Technical support I'm sure has 3 year olds resolving the issues.
Outside of this hours can be very difficult to get. Flexible if you are willing to be all over the place for hours. I've seen contortionists bend less to get hours. The systems are poor but this is your fault. (Oh and if you have issues you dont get paid) be willing to lose several hours a week with issues that are unpaid but you need to still be at your computer.

Only bonus to it is the fact its self employed so you can work your wages to cover your expenses, outside this just be careful. Expect to have to argue and fight to get through the month.

i had the unfortunate sad experience of paying for all the start up costs associated with Arise. to be told my background check was not accepted by online disclosures England and therefore missed an opportunity for an appointment i had been preparing for since early March. with emails ignored. I feel like my money has been thrown down the drain. Beware of getting your hopes up.