Forecasting customer contact volumes is an art, and one that is rarely perfect. Outside condition impact volumes that can turn on a dime, and over or under resourcing erodes the bottom line, customer satisfaction, and overall performance.
The Arise Gig model is powered by the proprietary Starmatic scheduling tool which allows the vast network of work from home gig entrepreneurs to schedule themselves for shifts as small as 30 minutes. The flexibility the Service Partners enjoy is equally beneficial to the brands who eliminate wasteful spend on underutilized resources. For one energy customer, this allows them to maintain 90%+ CSAT scores with volume shifts ranging from –20% to +60%.
According to a report from SIA (Staffing Industry Analysts, more than half of professionals want full-time remote work, while another third prefers hybrid arrangements. Less than 9% choose full-time office work, suggesting that strict RTO mandates may face significant resistance.
Whether the circumstances for preferring remote work are due to life or merely preference, the gig model will expand beyond what it is today, which at Arise is already over 90,000 service partners strong globally and growing.
Transactional queries can be supported by AI driven automation that quickly resolves a customer’s issue without human intervention. When the complexity requires a live agent, the agent will need to be more skilled, experienced, and adept at problem solving.
The Gig workforce provides a broad pool of talent that can rise to the occasion. At Arise, the average age of Service Partners is 38 years old, with many having over 5 years of direct experience supporting customers.
With GenAI powering dynamic call scripts, these sophisticated agents carry the skills to pivot into upsell and cross selling tactics in a fluid and personalized manner. This will create tremendous brand building opportunities for companies choosing to couple GenAI strategy with a strong Gig team to accompany it.
Since the early 2000’s, CX leaders have been actively seeking ways to contain costs without sacrificing quality. Since this time, which was the dawn of offshoring, striking the right balance of cost containment and customer satisfaction has been a daily struggle for any brand that requires a strong connection with customers.
The Gig model works domestically, offshore, and nearshore. Companies like Arise tapping into this model via a two-sided “marketplace” style platform marry the geographical benefits with the flexibility of the platform. Whether it be a wave of contact volume that disrupts the scheduling process, or geo-political conflict that precipitates a different type of wave, the ability to adjust seamlessly to any type of change without disruption is paramount. The result is an average of a 30% TCO reduction for clients leveraging the power of the Arise Platform.
From scheduling to security compliance, gone are the days where fear surrounded the work from home model. There has there been such an influx of transformational tech advancements in CX overall, many of which have paved the way for the Gig model to thrive.
The Arise Platform has been an early adopter of technology and a pioneer for the Gig economy. The entire process from sourcing to learning certification is digital and touchless for Service Partners joining the Platform. Sophisticated analytics, WFM, and real time dashboards support the client side of the Platform keeping them close and connected to their valuable customers. Plus, earning security certifications like the one from HiTrust gives clients tremendous peace of mind while enjoying the Gig model.
One such luxury retailer came to Arise looking to reduce fraudulent activity in their customer service operations while ALSO migrating to the gig model. By leveraging Arise® Shield, the client experienced zero instances of fraud requiring further mitigation within one month of the migration, a testament to the system’s effectiveness in proactively blocking threats.
©Arise Virtual Solutions Inc., 2025
