History

History Arema Connect

Arema Connect has a rich history in business outsourcing and our mission is to continuously evolve and add value for our clients.

Our history can be divided in three distinct growing periods: Formative Years, Expansion and Internationalization.

The Formative Years (2001 to 2007)

Arema Connect was set up in 2001 as Key Answering Systems by our current Managing Director (Pat Keogh). Our fundamental objective was to reduce our clients’ administration and receptionist costs by offering a shared agent platform. We rebranded to Call Management in 2004 and our relocation to larger offices in Glanmire Cork enabled us to consolidate and expand our service offering to 24/7 support.

Call Management establishes itself in Ireland by providing Customer Care support to private and public companies.

Due to client demand we broadened our service offering to include Market Research projects. This included customer satisfaction surveys and bespoke database management projects for existing & new clients.

 

Expansion & Growth Stage (2008 to 2012)

In March 2008 Call Management moved to The Atrium, Blackpool Retail Centre, Cork. We set up the Contact Centre to our specifications as it was a shell when we signed the contract. This relocation allowed us to concentrate on expanding the team to include dedicated agent support services to our clients through a multichannel approach: e-mail, live chat, telephone and text messaging.

Arema Connect was awarded the ISO 9001:2008 certification in 2010, the quality management international standard.

In 2011, our client portfolio has grown extensively to include clients from all corners of the world ranging from our initial SME sector to large multinational companies based in America, Britain, France and Australia.

In 2012, Call Management was nominated for the European Business Awards, Small Firm Awards and Irish Sales Champion Awards. Our Growth approach focused on the international marketplace especially the UK & American markets in 2013 and decided to rebrand to Arema Connect.

Our team was awarded with the Excellence Through People Accreditation (ETP) in March 2013.

International Call Centre and Market Research (2012 to …)

Call Management has grown significantly over the last 17 years and the name no longer represents our service portfolio. We have developed expertise in managing customer contacts through email, social media and live chat in addition to our 24 / 7 telephone answering service. This Multichannel approach meant that we decided to rebrand and launch Arema Connect to reflect the growth in technology based solutions within the Customer Relationship Management (CRM) field.

Arema Connect’s proven trajectory has been recognised by our clients and contact centre peers with the ‘Highly Commended’ Best Growing Call Centre award in 2014 by the Contact Centre Management Association.

Arema Connect will continue to deliver quality based solutions to our core domestic market and will continue to pursue overseas clients that best fits our philosophy and ethos.

 

 

 


Meet our Team

Managing Director

Pat Keogh Arema Connect managing directorPat Keogh »

Financial Director

Financial Director- Nuala MeaneyNuala Keogh »

Operations Manager

Sean Hickey Operations Manager / HR ManagerSean Hickey »

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Marketing Manager

Silvia Planella Conrado Marketing Cordinator/ Sales DeveloperSilvia Planella »

Training Manager

TrainingSarah Foley »

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ISO Certified Team

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