Page 2 : Opportunity at a Glance
Page 3 : Client Overview
Page 4 : What to Expect
Page 5 : Servicing Information
Page 6 : Service Details and Qualifications
Page 7 Certification Course Details
Page 8 Program Equipment Requirements
Page 9 10 : Service Metrics & Requirements
CCHS Spanish Bilingual Opportunity Announcement 1
Opportunity at-a-Glance
Customer Phone/
Cross Country Home Services Service
Spanish Bilingual Opportunity
Service Certification
Revenue Service Equipment Overview
Intervals At-a-Glance
Please refer to your
IBO for details Certification Duration
Average 30 interval (15 hour) SOW Windows 7 (32 & 64 Bit) and 11/17/17 12/29/17
6 intervals (3 hours) needed on Windows 10 Are Supported
Mondays
Not Supported:
Class Times Offered
Windows XP
Intervals Available 9:00 AM 1:00 PM EST
Intervals Available 7 days a week, Windows Vista
2:00 PM 6:00 PM EST
24 hours a day 365 days a year Windows 2000
6:00 PM 10:00 PM ET
MAC OS
Noise canceling wired headset
Certification Completion Criteria
A POTS (Plain Old Telephone Successful completion of the Cross Country Home Services
System) line is required OR self-paced modules and assessments.
VoIP (aka digital telephone system Successfully pass all tests, quizzes and certification calls.
or cable telephony). Participate in all call taking days.
The VoIP service should work using Provide a completed Notarized Affidavit of Identification and
a fully hard-wired phone. Photo ID.
Additional Information
This Opportunity Announcement (OA) is 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, 2
the terms of the SOW will govern. Arise recommends a thorough review of all policies prior to enrolling in the certification course.
Client Overview
Cross Country Home Services has provided
a variety of home warranty, repair and
maintenance services for more than 35
years.
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What to Expect
Below is a partial scope of services your company can expect on the
Cross Country Home Services program:
Client Customer Calls
Receive inbound calls from existing contract holders
(customers) on an item that is covered under their contract
agreement: Researching and resolving customer complaints.
to initiate a claim
to request a service contractor Performing callbacks as a result of complaint resolution.
to make a referral and/or maintenance request
Billing clarification questions.
Verifying of callers identity before communicating account
related information. Transferring calls to CCHS Customer Service when required.
Responding to general inquiries. Claim status questions and inquiries.
Describing the services, plans, and requirements. Three way conferencing and scheduling between customers and
service providers.
Processing change of address requests.
Accepting and processing requests for information
materials.
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Servicing Information
Service Details and Qualifications
A company DOES NOT QUALIFY to participate in this program if any of the following
applies to the company its owner or designated agent participating in the opportunity:
Was designated agent servicing one or more SOWs who were terminated for cause.
Dropped from enrolled status in a program opportunity less than 4 weeks before expressing interest in this program opportunity.
Currently servicing Cross County Home Services through any other vendor or application.
Contact information for company and their agents must be up-to-date to be eligible for this opportunity. If Arise is unable to contact an
business owner or agent, they will be dropped from this opportunity without further notice.
Doesnt provide a completed Notarized Affidavit of Identification and Photo ID. Please note, failure to provide the completed affidavit will
delay final certification and will prevent Arise from offering your company a Statement of Work to service the program.
A company must meet all of the following criteria to be considered for this opportunity
Hold a star rating of 2 or more stars for the past 2 SOW periods.
Must be able to speak fluently and Spanish, and able to speak, read and write fluently in English.
Excellent customer service and technical skill's.
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Certification Course Details
Phase 1 11/17/17 12/26/17 Phase 2 12/27/17 12/29/17
Instructor Lead eLearning Start Earning Revenue on December 27th! 3 days only
Classroom and self-paced work Instructor Lead eLearning & Classroom Call Taking
Classroom, self-paced work and live call taking
25 days
2 days of mock calls 2 hours per day instructor-led classroom sessions
4 hours per day instructor-led classroom sessions 2 hours per day self-paced course work
2 hours self-paced course work 2 hours per day live call taking in class Classes Are Held
Monday thru Friday EST
Affidavit of Identification Class Times Available
Provide a completed notarized affidavit of identification and Photo ID. Failure to provide the completed affidavit will delay
certification and prevent Arise from offering your company a Statement of Work to service the program.
9:00 a.m. 1:00 p.m. EST
Click on the link to access the Affidavit of Identification: Affidavit of Identification
Once completed, submit this form to AriseAffidavitOfIdentification@[Link] 2:00 p.m. 6:00 p.m. EST
6:00 p.m. 10:00 p.m. EST
Course Requirements
Self-paced content is also provided for
Pre-Course Work Successful completion of the Cross Country Home completion in between class sessions.
To be completed before the first day of class. Services self-paced modules and assessments.
Successfully pass all tests, quizzes and certification
calls.
Participate in all call taking days.
Provide a completed Notarized Affidavit of Identification
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and Photo ID.
Program Equipment Requirements
Basic Equipment
Windows 7(32 & 64 Bit) and Windows 10 ONLY
Stable high - speed Internet connection with minimum of 3 mbps download speed and 1.5 mbps upload speed. Faster speeds are highly
recommended.
Noise cancelling headset
Additional requirements may be found in the Arise Systems and Equipment Requirements
A POTS (Plain Old Telephone System) line OR VoIP (aka digital telephone system or cable telephony). Please note that Call Waiting,
Call Forwarding and Voice Mail must be disabled on the servicing line.
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-wired-physical phone such as: MagicJack, Skype, Google Voice or Ooma
Not Supported:
Windows XP, Windows Vista, Windows 2000 and MAC OS 8
Metrics: Service Level Requirements
Service level requirements vary.
Final service level requirements will be provided in the SOW. Failure of the business owner/agent
to meet one or more of the service
level requirements is a breach of
the contractual requirements of the
SOW and may result in immediate
Service Level Requirements termination of the SOW by Arise.
In addition, the certification will be
QA > 69% subject to revocation. The service
level requirements may be modified
from time to time upon commercially
Commitment Adherence >90% reasonable notice to the business.
< 550 seconds
AHT * Subject to change.
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Metrics: STAR Performance**
STAR Performance for the Cross Country Home Services program is simple!
Schedule Adherence is critical to this
program. Businesses are responsible for
ensuring that their agents service only
Metrics those intervals that have been accepted
in StarMatic.
intervals Serviced 30 35 36 45 >45
*Arise reserves the right to terminate this
METRICS
SOW if the vendor does not service at
least 30 intervals per week.
After Call Work ACW 121-200 seconds 76-120 seconds <75 ** Subject to change.
Additional revenue opportunities may be
made available through special one-time
Escalation Percentage 3.1%-3.5% 2.6% - 3.0% < 2.5% incentives at Arises sole discretion
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Log-in codes are confidential, user specific and will only be generated for
confirmed course attendees
To confirm a companys intent to attend, Arise will be contacting the named call center owner or their agent
registered to attend the certification course a minimum of 10 business days prior to the start of class.
Failure to confirm your companys intent to attend will result in a delay of codes and may result in either removal
from the course or placement into an alternate course. Please make every effort to provide a timely response.
Commitment Adherence is critical to this program. Companies are responsible for ensuring that their agents
service all intervals that have been accepted in StarMatic.
See Sample Statement of Work
DISCLAIMER
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).
You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the
SOW, the terms of the SOW will take precedence. Arise recommends a thorough review of all policies prior to
enrolling in the certification course.
Click HERE to view policies.
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