ISO 9001:2008 Video

Silvia Planella/ June 26, 2017

Arema Connect ISO 9001:2008 Video Transcript: Arema Connect has been ISO 9001:2008 accredited since 2010. ISO 9001 contains eight keys principles: Customer focus and customer satisfaction, Leadership, Involvement of people, Process approach, System approach to management, Continual improvement, Factual approach to decision making, and Mutually beneficial supplier relationship. Arema Connect applies these 8 principles through the organization, contact centre services

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Arema Connect, certified to ISO 9001:2008 for 2017

Silvia Planella/ April 21, 2017

Arema Connect has once again been awarded the ISO 9001:2008 Certification for 2017. Arema Connect’s operational focus has always been on delivering high-quality services. In 2010, we were first awarded the ISO 9001:2008 accreditation. Our organisation has always focused on quality as a key driver in retaining and attracting new clients. This international award was the next logical step for

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Case Study: Pharmaceutical Database Management (cleaning and updating contact information)

Silvia Planella/ November 29, 2017

Background: Clients description Our client is an American biopharmaceutical company that discovers, develops and commercializes therapeutics. For many years since the company was founded, the company concentrated primarily on antiviral drugs used in the treatment of HIV, hepatitis B, hepatitis C, and influenza. They seek to develop products that represent advancements by offering enhanced modes of delivery, more convenient treatment

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Exporting with Arema Connect Support

Silvia Planella/ November 7, 2017

Arema Connect has been helping businesses export their products and services since 2005. Our availability and the services we provide gives our clients an advantage when selling their products and services to international markets. We don’t only help Irish companies to export to USA and Australia; we also help American and Australian companies to export to Europe. This blog is

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Who is who in a quality-focus contact centre?

Silvia Planella/ September 25, 2017

Independently if you have an in-house call centre or you are outsourcing your customer service function, quality is a key factor to consider. There are different ways to ensure quality. Solutions range from training to monitoring KPS and relevant metrics. Applying all of them will improve the quality of the service and overall customer satisfaction. At Arema Connect, we believe

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How to make your user-friendly website more customer focus?

Silvia Planella/ July 17, 2017

Customer relationship management software gives you that competitive edge The analogy of “User-friendly” and “customer focus” concepts makes it easier to understand how the integration of a suitable customer relationship management system impacts on your e-commerce website. User-friendly is used to talk about computer systems (e.g. websites) and refers to the ease of use. Therefore, user-friendly websites are designed with

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Improving First Contact Resolution in Customer Service

James Purcell/ June 13, 2016

FCR (First Contact Resolution) in a Call Centre First contact resolution is one of the most important metrics in customer service. Improving the FCR rate means that more calls can be answered in a timely manner. This boosts a company’s customer service levels, and our clients gain a reputation for having great customer service. Pinpoint the Issue  Summarising the call

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5 Ways to Handle Angry Customers

James Purcell/ December 29, 2015

Call Centre Techniques to Resolve Difficult Situations Arema Connect takes calls for a number of different companies, from Property Management businesses to Christmas tree companies. Over the holiday season, stress levels can reach boiling point and call centre agents have to be prepared for this. More often than not customers simply have to be reassured that their problem is being

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