Arise--A virtual Sales World Expands
Arise--A virtual Sales World ExpandsBy: Enid Stern
EDUC-6105-3 Organizations, Innovation, and Change
09/07/2010 - 10/31/2010
Instructor: Laurie Bedford
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 their
customers – inspiring trust and creating results for those it connects.
Sr. Management working from home office in Miramare, FL
Middle Management consisting of : Technical Support, Training, and Supervisors, working mostly from home
Cyber Agents Individual contract corporations working from home
Home Office Headquarters:
●Sr Management, Operations, Finance, HR, Legal, IT, Sales
PBS, Circuit City, Office Depot, Apple, Sports Authority, Barnes&Noble, ToysRUs
●Technical Support, Training, and Supervisors, working mostly from home
Individual contract corporations working from home
Based on the typical Hierarchical corporate structure
●Makes all decisions- Created the Ideology of Virtual Call Center and Virtual Corporations, On-shoring, UTP
●Provide leadership, structure, development, communications, Inspiration,
Are the customers the organization is contracted with they provide one of the revenue streams
Mostly a contracted force of Supervisors and indirect service indiviuals
The 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
New System, New Clients, New Agents and New Customers
Installation of new IT system- required to take on more business
Hiring 5 new client companies- required to acquire leading position in virtual call center
Hiring of 300+ new agents- required to take on more business
Predicted 30% increase in Black Friday/Cyber Monday Sales- Increase holiday season profits
the actions undertaken by leadership throughout the process
Planning- Lead and directed by Sr. Management
●Communication provided via Middle Management in the form of email alerts and newsletter
●In the form of installing a demo system, setting up training material and classes, test launches, and mock runs
Strategies for overcoming resistance
●Preparing middle management with rehearsed responses to agents questions
Sustaining the change
●Live implementation of new system
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
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 company
From 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 entities
From 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