Deal-of-the-day customer support: What, when, and… HOW???

Silvia Planella/ March 12, 2018

Defining Deal-of-the-day campaigns – what? Deal-of-the-day, daily deal, flash sales,  one deal a day promotions type are part of e-commerce business models in which a website offers a single product for sale for a specific period of time. These promotional campaigns are not a new concept. They require a well-planned process that involves marketing, distribution and customer support teams. In the

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The value of training and how this impacts on delivering a high quality service

Katie Murphy/ March 6, 2018

Training plays a huge part in providing both a high-quality service and ensuring each client’s individual needs are fulfilled. Arema Connect currently employs 47 employees, who are well aware of this. Correct learning and professional development strategies are an indispensable way to keep the organisation competitive in constantly changing markets.My name is Katie Murphy and I am a marketing student at Cork

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Case Study – Automotive Industry

Katie Murphy/ March 2, 2018

Client: This client are responsible for more 1.5 million vehicles worldwide. They operate in 32 countries and have become the World’s leading fleet management service. In Ireland they currently employ 80 people and are responsible for 16,000 vehicles nationwide. The client is outsourcing their inbound and follow up calls to Arema Connect. Problem Definition- Decision made to outsource Inbound and

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Beast from the East: Bad weather preparations in our contact centre

Silvia Planella/ February 26, 2018

‘Beast from the East’. It sounds bad… It is expected to bring freezing temperatures and heavy snow to Ireland, UK and almost everywhere in Europe. Beast from the East is expected to hit Ireland on Tuesday and it could bring snowfall to the country not seen since January 1982. Bad weather impacts on everyone’s routines and creates all kinds of problems.

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Case Study – Tourist Industry – Outsourcing BPO

Evan Daly/ February 20, 2018

Client Our client, the agency responsible for the promotion and development of tourism services for the Island of Ireland. The authority has two brands with various marketing activities at home and abroad. They have engaged Arema Connect in Outsourcing of their key activities. Their Primary brand – is to fulfil the actual core activities of the agency such as providing

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Key Considerations and Trends for the Future of Call Centers

Evan Daly/ February 8, 2018

Introduction In the latest report by the CCMA and Deloitte future trends were highlighted. Areas which were focused on included talent development and progression within the Call Center, BPO industry Key Trends included; The Industry & Challenges Skilled Employees and Languages Back to Basics Work for Reward Changing Roles Seeds of Change and Harvesting Talent Costs and Benefits The Industry

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GDPR Crios Group Workshop

Evan Daly/ January 31, 2018

The Crios Group held a General Data Protection Regulation Workshop was held last Wednesday 30th January in Enterprise Ireland Regional Office. Arema Connect representatives attended the Conference organised in conjunction with Crios Group members. Events attendees included Nuala Keogh (Financial Director), Silvia Planella (Marketing Director), Blessing Kumi and Melanie O’Driscoll (CIT interns). In this blog, we describe the event and summarise

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How a Call Centre can help you in your GDPR efforts?

Silvia Planella/ December 19, 2017

May 2018 is fast approaching and a number of existing clients and potential clients are contacting us to ask for our support in implementing their GDPR efforts. The interest in GDPR is quickly increasing as we near this deadline. Google trends showcase a higher number of search-related enquiries in the last quarter of 2017. We believe this trend will just

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