Multichannel Contact Centre

Founded in 2001, Arema Connect is a 100% Irish owned Multichannel Contact Centre. We tailor our outsourcing and customer support solutions to meet industry specific requirements, working with both public and private entities. Through our Multichannel solutions, we provide our clients with a range of solutions to support the end to end customer journey. We align our services to complement your business needs, delivering on a Customer Experience (CX) beyond a traditional contact centre.

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Scalable

Multichannel Contact Centre with the ability and experience to support seasonal peaks.

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ISO Certified

Our contact centre is certified with the ISO 9001 (Quality Management), ISO 27001 (Information Security) and ISO 14001 (Environmental Management)

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Multichannel

Multichannel Contact Centre with experience in supporting the end to end customer journey.

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Telephone Answering

Our Telephone Answering Service is available 24×7, 365 days a year. We are an ISO 27001, ISO 9001, ISO 14001 accredited contact centre with full call recording and reporting functionality.

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Live Chat

With our Live Chat Support Contact Centre Service, your customers are able to chat with one of our agents in real-time.

24 by 7

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Multichannel Contact Centre

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SMS Text Message

Reduce administrative effort and reach a multitude of customers instantly by utilising the SMS alert service for a wide range of situations including product recall and emergency text.

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Social Media Support

Our social media management services free up your marketing team to concentrate on advertising and brand promotion. We fully embrace the ethos of our clients brand when it comes to customer responses. We respond to all your customer questions professionally and rapidly.

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Email Handling

Our Email Handling service caters for all business sectors and needs. Arema Connect can provide you with a dedicated email handling team and use your existing CRM system or offer this service on a shared agent model basis. We have firsthand experience with the most popular CRMs including Salesforce, Microsoft Dynamics and Zendesk.

Our team, delivering for you!

Arema Connect believe that our biggest asset is our employees. Our company includes a team of 100+ people working for our clients. As well as our team of dedicated customer service representatives we have an expert management team whose wealth of experience allows us the deliver results for your business.

For dedicated teams, Arema Connect works with our clients’ preferred CRM system.

Owner-managed
Customer-centric
Open plan office
Infrastructure in place for growth
Experience in managing seasonal peaks

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Value Added

Expansion & Growth potential;
Strong Focus on our clients’ brand values & ethos;
Owner managed with lean decision making process;
Strong Management Team with a focus on customer satisfaction;
Multilingual support (Irish, Spanish, French & German);
Partnership approach with our clients.

Customer Relationship Software (CRM)

At the beginning of 2019, we replaced our existing in house CRM system with a new system, ‘Crust’. It allows our frontline team to log tickets and contact our clients’ point of contacts by email & text, as soon as messages are received. All our tickets are stored in Crust and we also send our clients weekly and monthly reports so that they have a record of every call, email and web chat received by our team on their behalf.