FAQ - Scheduling & Servicing
What are the working hours?
There is no fixed shift time for work. As an independent contractor, you have the freedom to create your own work schedule by scheduling your hours of work every week using the Arise Platform. It is important to adhere to the schedule you have posted. The Job Description will provide the servicing window within which you can schedule your hours of work.
To ensure equal opportunity to all the registered agents, the working hours will be released in two parts: Initial CAP and Max CAP. Initial CAP allows you to use a small amount of hours for the week. Max CAP allows you to pick more hours for the week.
Depending on your performance you will be placed in different tiers. Better the performance, higher the tier. Agents in higher tiers get earlier preference to schedule their hours as compared to agents in below tiers. So performing well will enable you to schedule hours that are more convenient for you.
What is an Interval?
Your work time must be scheduled in increments of 30 minutes. A 30-minute block is called an "Interval".
Example: If you want to schedule 2 hours of work, you must schedule 4 intervals of 30 minutes each in Arise's scheduling system.
How do I schedule my work hours?
You have the convenience to schedule your intervals either through your computer or by using the Arise On The Go mobile app on your mobile device. During the training, you will receive detailed instructions on how to effectively schedule your intervals and manage your availability.
Is there a minimum number of hours I have to work every week?
The work week begins on Sunday and concludes on Saturday. As a requirement, you need to schedule and work a minimum of 15 hours per week. However, please note that the minimum required hours may be subject to change based on your performance and customer call volume forecasting. Any changes to the minimum hours will be communicated to you in advance by Arise.
Is there a limit to how much I can work?
You have flexibility to schedule as many hours as you can based on your performance and availability of hours from the client. However, it's important to note that certain individuals may have restrictions on their working hours imposed by the government. For example, international students may have limitations on the number of hours they can work per week.
What happens when I do not schedule my hours of work?
As per the contract, you are required to work a minimum required every per week. Failing to keep up with the contractual agreement may result in your contract being terminated.
What happens if I cannot work on my scheduled time?
There is a blackout period of 48 hours before the beginning of each interval. If you are unable to service during your scheduled time within the blackout period, you can request a swap of interval(s). A swap allows someone else to take over that interval from your schedule. If the swap is successful before the start of your scheduled interval time, your CA will not be affected negatively. However, not working during your scheduled interval or releasing the interval within the 48-hour blackout period will have a negative impact on your CA metric. It is important to maintain a CA metric of 90% or higher at all times. CA below 90% may result in termination of your contract.