Arise--A virtual Sales World Expands

Arise--A virtual Sales World ExpandsBy: Enid SternEDUC-6105-3 Organizations, Innovation, and Change

09/07/2010 - 10/31/2010Instructor: Laurie Bedford

History

Founded in 1997 and based in Miramar, Florida, Arise Virtual Solutions Inc. is the pioneer of the at-home agent industry. The company’s mission is to match the capabilities of the Arise Certified Professional with the goals of its clients and the needs of theircustomers – inspiring trust and creating results for those it connects.

Structure

HR StructureSr. Management working from home office in Miramare, FL Middle Management consisting of : Technical Support, Training, and Supervisors, working mostly from homeCyber Agents Individual contract corporations working from homeCorporate StructureHome Office Headquarters: ●Sr Management, Operations, Finance, HR, Legal, IT, SalesClient Companies PBS, Circuit City, Office Depot, Apple, Sports Authority, Barnes&Noble, ToysRUsMiddle Management:●Technical Support, Training, and Supervisors, working mostly from homeCyber AgentsIndividual contract corporations working from home

Culture

Based on the typical Hierarchical corporate structureSr Management●Makes all decisions- Created the Ideology of Virtual Call Center and Virtual Corporations, On-shoring, UTP ●Provide leadership, structure, development, communications, Inspiration,Client CorporationsAre the customers the organization is contracted with they provide one of the revenue streamsMiddle ManagementMostly a contracted force of Supervisors and indirect service indiviualsCyber CorporationsThe first point of contact for the client companies customers Arise’s vision is to virtualize enterprises worldwide to accelerate unparalleled business results. Our mission is the achievement of Undisputed Top Performance™ — for our clients, the Arise Certified Professionals, our Arise employees and our company as a whole. Arise’s operating values guide our approach in undertaking our vision and mission as a corporation. They also create the foundation from which Arise employees act and the environment in which they interact. COMPETENCE — WORK that not only meets expectations, but exceeds them. CONFIDENCE—FREEDOM to challenge what cannot be understood nor supported. CONSIDERATION — TRUST through mutual respect, integrity and inspiring people to be all they can be. INNOVATION — RESULTS created through the passion for new ideas and the investment in capabilities to bring them to life. Work. Freedom. Trust. Results®.

New System, New Clients, New Agents and New Customers

Installation of new IT system- required to take on more businessHiring 5 new client companies- required to acquire leading position in virtual call center industryHiring of 300+ new agents- required to take on more businessPredicted 30% increase in Black Friday/Cyber Monday Sales- Increase holiday season profits

Action

the actions undertaken by leadership throughout the processPlanning- Lead and directed by Sr. Management●Communication provided via Middle Management in the form of email alerts and newsletter Implementation●In the form of installing a demo system, setting up training material and classes, test launches, and mock runsStrategies for overcoming resistance●Preparing middle management with rehearsed responses to agents questionsSustaining the change ●Live implementation of new system

Results

overall effectiveness of the change process●What was done well

●Education- overall communication about and during the transition●Training- System specific, application specific, client specific●Holiday season metrics

●What might be done differently●Scheduling system overhaul●Revised schedule selection process●Honest communication v. hours and pay●Revised agent contracting procedures

Conclusion

How does Arise responds to innovation and change?From a technological point of view they should be seen to be quite innovative with a nimble ability to respond to the changing business dynamic of its industry.

●The preeminent virtual call center companyFrom the point of view of a business model they could be seen as having a dynamic and innovated structural model within their industry.

●Arise only contracts with incorporated entitiesFrom the standpoint of providing multi-channel customer contact, they have a strong presence within the major retail industry

●Customer relationships with- PBS, Sports Authority, Barnes&Noble, Disney, AAA auto clubs