CSP - Client Support Professional – An individual who works for an Independent Business as a call centre agent.
CSP101 – Client Support Professional 101 - This is the basic course providing the fundamentals of Arise systems and infrastructure for IBOs and their CSPs.
IB – Independent Business – A small business contact centre incorporated as a limited company that has been contracted to provide contact centre services on client programme for a fee.
IBO - Independent Business Owner – this is the owner of an Independent Business.
SOW - Statement of Work – An agreement between Arise and an Independent Business that outlines the client specific servicing obligations, including performance expectations, hours of service, service level metrics and service fee rates.
PC – Priority Commitment – The number of intervals of servicing required in the SOW. An “interval” is a 30 minute period. For example, if the SOW requires 15 intervals of service during the week, with 2 of the 15 intervals being serviced on a Saturday and/or Sunday, this is referred to as the Priority Commitment.