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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Arema Connect – CIT Internship: meet our new Interns here!

Evan Daly/ January 30, 2018

As part of our Degrees in Marketing & Business Information Systems at Cork Institute of Technology (CIT), Semester II of our third year encompasses the best opportunity to further complement both our Theory & practical skills and now to apply such to the business process and activities of an Organisation. We have been fortunate by Arema to offer us internship

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Questions to define your Customer Experience Strategy

Silvia Planella/ January 30, 2018

If you are a first-time outsourcer or just reviewing your customer experience strategy, this blog will give you the answers to three key questions which in turn will help you define your requirements. Note: Defining a successful customer experience strategy should involve all departments of your company, as different stakeholders may answer the same questions with different approaches. Who are

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Case Study: Telephone Answering Service for Utility Sector

Silvia Planella/ January 24, 2018

Background: Client description Our client is a Supplier of Broadband and Network Consultancy Services to Business and Residential customers. They provide services nationwide and their core team is usually on the road installing broadband to clients. Objective of this Case Study: This case study provides evidence of our telephone answering service for the SME. Overview of the day to day

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Case Study: Telephone Answering Service for IT company

Silvia Planella/ January 18, 2018

Background: Client description Our client is a supply chain technology company. They work in the EMEA market and provide agile solutions to enable faster and more accurate process execution. They have over 30 offices and provide technical solutions for multiple industries including retail, pharmaceutical, healthcare, warehouse, distribution, automotive, postal & courier, fast moving goods, manufacturing, and transport & logistics. They

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Who should take care of your social media account? The Marketing department vs. Contact Centre Contest

Silvia Planella/ January 8, 2018

The power of social media is evident for marketers and customer agents representatives. Buyers and potential buyers can access your online profile and gather information; but also can use this channel to ask for advice and report any challenges with your business. Who should take care of your social presence? Social Media as a Marketing Tool If your social media

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Call Centre Agents and employee retention rates: a challenge for the call centre industry

Silvia Planella/ January 3, 2018

The biggest asset of the call centre industry is its workforce. Some people will argue that software, especially knowledge management and cloud services, had transformed our industry and while I agree that technology has an important role in any contact centre, it is people who make the difference. Traditionally, staff retention has been reported as one of the biggest challenges

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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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