Agent Faq's

The way hours are done on Arise is a little tricky when you are getting started. You have 2 schedule selection days.

 

The first schedule selection day allows you pick a certain amount of hours for the following week(s), this amount is based strongly on your metrics. The only metric that is universally the same for all programs is your Commitment Adherence  (CA%). You never want this under 90% once your CA% dips under 90% it can take while to get back up and no matter how good your other metrics are you will be at the bottom of the pole when it comes to selecting your hours.

 

The second schedule selection day is usually 24 hours later and it nearly removes that initial cap so you can grab as many hours that are left over regardless of metrics.

 

Each program can have different schedule selection days and times, you want to make sure get that information from your instructor memorize it, set a reminder, or add it to you calendar. Always be 5 mins early to login to get your schedule and just refresh the page your at the schedule selection time.

 

When coming out of class you will have a small amount of hours you can select, you want make sure you make it to all your selected shifts, on time, without releasing a shift during the 48 hour lockdown phase. So schedule wisely it sets your flow going forward.  

 

In the event you have something come up and it is within 48 hours before you are to work, be sure to try and swap the hours.

Swapping is posting the hours back on the board hoping someone else will grab them, and take them off your hands. If successful these hours will not count against your CA%, if no one grabs them you are still responsible for them and it will still hurt your CA%

 

Make sure starmatic is set to your time zone

 

Sometimes due to technical errors the Arise Enrollment Department will let you take voice assessment again. Please try reaching out to them and explaining your technical problems with the first voice assessment.

You can print out the Affidavit HERE.

Do fill it out at all, until you are in front of a Notary Public

Your bank will have someone that is a Notary on staff and they will notarize for free.

Once it is notarized you will need to scan in (or take a high-quality picture) a copy of the affidavit with your ID in the box on the affidavit.

Send it to [email protected] , with the program are working and your CSP ID in the subject line,

 

CA% (Commitment Adherence) is the time logged in by CSP’s as a percentage of the posted intervals, taking into account the intervals released within the 48-hour lockdown period.

Your CA is affected in the following ways:

  1. Releasing intervals inside lockdown

  2. Logging in late to an interval

  3. Logging out early from an interval

  4. Logging out during an interval

  5. Not showing up for an interval

 

 

There are 2 lockdown periods that you need to be aware of.  Make sure you are following these rules to ensure your CA is not affected.  For more information on this topic click on the SWAP button:

  1. 48 Hour Release Rule - so long as you are outside 48 hours of your interval, you can safely Release. Once you are inside 48 hours, ALWAYS choose Swap first as most times someone else will pick up your interval from swap.  Please note that you must ensure your interval(s) are picked up from swap otherwise you are responsible to service that interval.  If you are unable to service, you will have to take it off Swap then choose to Release.  

  2. 2 Hour Swap Rule - Once you are within 2 hours of the start of your interval, you will no longer be able to swap.  Although the option is still there, it won't accept which will leave you with the option to Release only.

 

Note:  If you Release an Interval inside Lockdown, your Commitment Adherence (CA%) will be affected.  If you do not release and are unable to service it will be counted as a No Show which may result in a Business Alert (B.A) from Arise.  Avoid No Shows.

4. What to do when I have a technical issue or am not able to service?

5. What should I do if I lose power and/or I am not able to swap/release my interval(s)?:

  1. Try logging onto Starmatic on your mobile device using this link: 

    https://starmatic.arise.com/mobile
  2. In case of power outage, you may call Arise Operations Support: (877) 276-6458

6. My Starmatic is showing me as a No Show for intervals that I serviced - Why?

Please be aware that Starmatic data feeds can take up to 72 hours to properly reflect your serviced time.
If you notice that 3 or more consecutive days are reporting no show data, please contact Partner Support and open an incident to have your issue researched.

1) What is swap?
Swap is a feature in Starmatic designed to allow IBs and their CSPs the opportunity to put intervals up for swap with other IBs and their CSPs after the Lockdown Period of 48 hours before your scheduled interval(s).
 

2) When can I swap?
The swap policy allows you to put intervals up for swap after the 48 hour lockdown period, but only up until 2 hours before your scheduled interval(s).
 

3) What is the 48 hour lockdown period?
The lockdown period is the 48 hour period before the start of your scheduled service interval. If you release intervals within that time period, your CA% and SA% will be negatively affected. Intervals released via Starmatic before the 48 hour lockdown period will NOT have a negative impact on your CA% and SA%.
 

4) Do I have to put my interval(s) up for swap if I am within the 48 hour lockdown period?
You do not have to put your interval(s) up for swap, however, it may benefit your CA% if you do so. If you put your interval up for swap, and the interval is picked up by another agent, your CA% and SA% metrics will not be negatively impacted.
 

5) Why can’t I put intervals up for swap before the 48 hour lockdown period?
You are able to release your scheduled intervals before the 48 hour lockdown period without negatively impacting your company’s CA% and SA%. As such, there is no need to use the swap feature if it is 48 hours (or more) before your scheduled interval. Swapping is specifically designed to be used after the 48 hour lockdown period – providing you with an additional opportunity to be relieved of servicing a scheduled interval without negatively impacting CA% and SA%.

Swap Benefits

6) What are the benefits of the swap feature?
Swap allows you to put intervals that you scheduled but may not be able to service into the swap pool and provides other CSPs with an opportunity to pick those intervals up. If the intervals are picked up, you are no longer responsible for the interval and your CA% and SA% will not be negatively impacted.
 

7) What other benefits does the swap policy provide?
The Swap Policy is designed to benefit CSPs by providing enough time for them to know whether or not their interval has been picked up by another CSP – and plan accordingly. This allows more time to you to make arrangements to service an interval if it was not picked up for swap.

Swap Policy

8) Which Client Programs utilize the swap feature?
All client programs utilize the swap feature.
 

9) Does the swap policy apply to Canadian and European client programs too?
The swap feature applies to all Client Programs for the US, Canada and Europe.
 

10) What if my swapped intervals are not picked up?
If your interval is not picked up for swap, you are responsible for servicing that interval. If you do not service that interval, both CA% and SA% will be negatively impacted.
 

11) What if I release my intervals that were not picked up (or successfully swapped)?
If you release your interval, your CA% and SA% will be negatively impacted because you are within the 48 hour lockdown period. However, we request that you release the interval(s) if you know for sure that you will not be able to service it in order to provide other CSPs the opportunity to service.
 

12) What is the difference between swapping and releasing?
Releasing before the 48 hour lockdown period will not negatively impact your CA% and SA%. Releasing after the 48 hour lockdown period will negatively impact CA% and SA%. If you put your intervals up for swap; and it gets picked up, you are no longer responsible for servicing those intervals and therefore your CA% and SA% will not be affected.
 

13) Does swap affect my company’s metrics?
A successful swap does not affect your metrics and therefore your CA% and SA% will not be negatively impacted.
 

14) Will I get a notification when my swapped intervals are picked up?
You will receive an email when your swapped interval is successfully picked up. You will also receive an email approximately two hours prior to the start of the interval if your swapped interval does not get picked up.
 

15) Can I pick up swap intervals that are available instead of urgent service?
Urgent Service hours and swap hours are viewed as available hours and show no difference in Starmatic.

Miscellaneous

16) How many intervals can I put up for swap?
There is no limit to how many intervals you can put up for swap. However, you should keep in mind that while there is no limit to how many intervals you can put up for swap, you are still responsible for servicing the intervals until they are picked up.
 

17) I am trying to put my intervals up for swap but it will not let me. Why is this happening?
If you are trying to put your scheduled interval up for swap and the system is not allowing you to do so, it could be for one of the following reasons:
a. You are releasing before the 48 hour lockdown period and therefore, the swap feature is not available. If you release before the 48 hour lockdown period your CA% is unharmed
b. You are trying to swap within two hours of your scheduled interval, which the swap feature will not allow you to do so. You can only swap after the 48 hour lockdown period and up until two hours before your scheduled interval
 

18) I put my interval(s) up for swap, why is my CA% and SA% so low?
Putting your intervals up for Swap does not automatically relieve you from servicing that interval. You are only relieved from servicing the intervals if the swap was successfully picked up, meaning that another CSP picked up the intervals. It is likely that your CA% and SA% suffered because you put your interval up for swap, it was not picked up, and you did not service it. This will negatively impact your company’s CA% and SA%.

 

SEE ARISE SWAP MANUAL


Example of the updated swap feature:
You are scheduled to service at 4:00 p.m. on Friday, April 3rd:
-You could release the Friday April, 3rd 4:00 p.m. interval at any time before 4:00 p.m. on Wednesday, April 1st – with no impact to your metrics
-You could put up your scheduled interval up for swap up any time after 4:00 pm Wednesday, April 1st until 2:00 p.m. on Friday, April 3rd
– After 2:00 p.m. on Friday, April 3rd, you would not be able to put up your scheduled April 3rd 4:00 p.m. interval for swap
– Between April 3rd 2:00 p.m. and April 3rd 4:00 p.m., you should either make arrangements to go ahead and service that interval as originally scheduled, or release that interval. However, if you release that interval during that time frame, your metrics will be negatively impacted
-Note that for the purposes of this example, we are using the date and interval of April 3rd 4:00 p.m. – 4:30 p.m. This policy applies to all 30-minute intervals as individually scheduled. Meaning that if you were also scheduled to service at 5:00 p.m. on Friday, April 3rd, you would be able to release that interval any time before 5:00 p.m. on Wednesday, April 1st or put it up for swap up until 3:00 p.m. on Friday, April 3rd – and so on.

If you have already made payment for the opportunity, you will not be eligible for a refund and your previous payment cannot be transferred to another opportunity.

To drop a course prior to the class start date, log on the Arise Portal to select the client program and view the class times. Click the “Drop Class” button and confirm the reason for the request. A confirmation email will be sent to the Call center owner and agent confirming the change.

If you are currently in class, please reach out to the Instructor to be dropped from the class.

If the nature of your drop request is related to Bereavement, Military Orders or Jury Duty, please chat with an Enrollment Specialist through AVA. 

 

Course policies:

  • Since attendance is mandatory, if you miss a course, you will be dropped from the opportunity.
  • Your eligibility to express interest in another opportunity depends on when you dropped your certification.
    • If you did not submit payment, you may express interest in another opportunity immediately.
    • If you dropped after submitting payment or after the course began, you are not eligible to express interest for 30 days from the date you dropped.

When there are limited available service intervals to schedule, it is recommended that you monitor Starmatic for service intervals which could become available.

During weeks when all service intervals are filled, you will not be negatively impacted for scheduling less than the Statement of Work (SOW) requirement.

The CRM will waive the requirement for the week and no further action is required.

Make your best effort to come as close as possible to fulfilling the Statement of Work (SOW) service intervals requirement.

Agents can request individual waivers via self service through AVA.

Type How do I request waivers for time I could not service?*

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