Arise OPPORTUNITY At-A-GLANCE Agero Program

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1 Arise OPPORTUNITY At-A-GLANCE Agero Program Customer Service Phone Roadside Assistance Average Service Revenue $4.50 per service Interval Servicing Hours 24 hours a day, 7 days a week SOW Information - Client Support Professionals should select a minimum of 30 service intervals per week with 5 of those hours to be serviced Sunday and/or Saturday 1 Service Interval = 30 Minutes (intervals are 30 minute increments) $9-$10/hr. Top performing companies can earn up to $11.00/hour Enroll Now! Certification Course Details Course Cost $ Course Schedule 4/13/2015 to 6/1/2015 Course Length 36 days of instructor led sessions Certification Completion Details Score an 85% or better on all quizzes and exams. Successfully pass live certification calls Program Equipment Windows 2000 & Windows 7(32 & 64 Bit) Windows 8 with Arise Secure Desktop (ASD) Device Note: MAC OS, Windows XP, Vista and Internet Explorer 10 are NOT supported Noise cancelling headset A POTS (Plain Old Telephone System) line OR VoIP (aka digital telephone system or cable telephony). The VoIP service should work using a fully hard-wired phone. Additional requirements may be found in the Arise Portal Additional Information Sample Statement of Work This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in the applicable Statement of Work (SOW). Each SOW should be thoroughly reviewed prior to its execution. In the event of a conflict between the OA and the SOW, the terms of the SOW will govern. Arise recommends a thorough review of all policies prior to enrolling in the certification course. Click HERE to view policies. Arise Virtual Solutions Inc., All Rights Reserved v.2

2 Service Details & Qualifications An Independent Business must meet all of the following Details to be considered for this opportunity: Hold a star rating of 2 stars or more for the past 2 SOW periods Excellent customer service and technical skills. Has a Commitment Adherence higher than 90% An Independent Business DOES NOT QUALIFY to participate in this program if any of the following applies for the Independent Business Owner or designated Client Support Professional participating in the opportunity: Have been terminated from 1 or more Statement (s) of Work due to "Not meeting client's service Level Requirements Has dropped from enrolled status in a program opportunity less than 4 weeks before expressing interest in this program opportunity Are currently residing in one of the following states: CA,CT,HI,MD,MA,NH,NJ,OR,VT and WI Are currently servicing Agero through any other vendor or application Contact information for the IBs and their CSPs must be up-to-date to be eligible for this opportunity. If Arise is unable to contact an IBO/CSP, they will be dropped from this opportunity without further notice. Copyright 2014 Arise Virtual Solutions Inc. All Rights Reserved. 2

3 Day-to-Day Scope of Services Client Customer Calls: Inbound calls for roadside assistance and other service requests from Client s Customers and/or client Account representatives. Possible Outbound Calls to Client, Client s Customers and/or Client Account representatives for status and clarification purposes. Transferring of Inbound Calls or Outbound Calls to other Client-designated internal support departments or Client Account Representatives. Service Provider Calls: Outbound coordination to Client s independent service providers. Possible follow up calls to independent service providers for clarification and/or additional calls for secondary services. Copyright 2014 Arise Virtual Solutions Inc. All Rights Reserved. 3

4 Certification Course Details and Requirements Course Schedule: 4/13/2015 to 6/1/2015 Course Options: Instructor Led sessions Monday Friday 9:00 am - 1:00 pm EST (4 hours) Instructor Led Course Outline: 4/13/2015 to 6/1/2015 Course Work: Approximately 30 hours of self-paced work for the entire duration of course Self paced work consists of 2 hours per day Self paced work must be completed each day before/after instructor led course is held. Total daily course commitment is 6 hours which consists of 4 hours Instructor-led plus 2 hours of self paced work. Copyright 2014 Arise Virtual Solutions Inc. All Rights Reserved. 4

5 METRICS STAR Performance STAR Performance for the Agero Program is Simple! Metrics No Stars * ** *** Commitment Adherence <92.00% 92% % 95% % 98% - 100% Intervals Serviced * < Quality Score Mission Critical <92.00% 92% % 95% % 98% - 100% Customer Service Index (CSI) <90% 90% % 93% % 95% Average Handle Time (AHT) > Additional revenue opportunities may be made available through special one-time incentives at Arise s sole discretion. Click here to view more information on the STAR Program: Copyright 2014 Arise Virtual Solutions Inc. All Rights Reserved. 5

6 Program Equipment Windows XP, or windows 2000 & Windows 7(32 & 64 Bit) and Windows 8 with Arise Secure Desktop (ASD) Device NOTE: MAC OS, Vista, Internet Explorer 10 are not Supported This client program requires the use of the Arise Secured Desktop (ASD). The ASD is compatible with most computer systems on the market today; however, there are some limitations. If your system includes one of the following options, you will not be able to use the ASD. Any All-In One type computer. These are the models in which the computer & monitor are all one piece. Any Blue Tooth wireless keyboard and mouse. Less than a 1.6GHZ CPU unit. Less than 2 Gigabytes of Ram. A POTS (Plain Old Telephone System) line OR VoIP (aka digital telephone system or cable telephony). The VoIP service should work using a fully hard-wired phone. Servicing is not permitted from cell phones, Softphones (phone lines through your computer) or any other providers that do not require a hard-wiredphysical phone such as: magicjack, Skype, Google Voice or Ooma Copyright 2014 Arise Virtual Solutions Inc. All Rights Reserved. 6