I worked with Disney Dining for about 6 months. This was my first client with Arise.

The positives....great material to keep agents abreast of pertinent info like special promos, incliment weather, etc. The backroom assistance in case you are stumped is excellent, quick and easy to use so you don't have a guest on hold for a long time.

The negatives...the main reason that I decided to discontinue work with Disney is because of how strict they are on sticking to the script. An example is when getting off the phone, the agent is supposed to say 'Have a very Disney day' or 'Have a magical day'. I would sometimes accidentally say "Have a great day" and would have my QA score go down for it. They also have a survey that has to be mentioned at the end of each call. Sometimes guest were calling from the amusement park to confirm the time of their reservation or cancel it. They would hang up the second that I said 'that has been cancelled' or because of the background noise in the park I didn't ask if they would do my survey b/c they could barely hear me as it was. Another drop in my QA score.

In the end, I opted to work for a client that doesn't use a script per se. They just want agents to have an overall pleasant tone. With Disney Dining my score based on guest surveys was always above 90% yet my QA score hovered around 60% due to missing items that were required per the Disney script.