Tag Archives: 24 by 7 call centre

What do we do? ‘Solving problems’ since 2001

Silvia Planella/ October 23, 2017

Recently, at Arema Connect we conducted an employee survey to better understand their perspective on working with us. One of the questions asked was ‘Define briefly what do we do’. We collected over 40 responses. Typical answers included key terms as ’24 by 7 call centre’, ‘contact centre for multiple companies’, ‘telephone answering service’, and ‘receptionist services’. Clearly, there was

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Seeing New Potential

James Purcell/ October 9, 2016

New Eye Care Specialist Contract Arema Connect is happy to announce more good news this summer. We have acquired a new client. They are one of the UK’s leading optician companies with many years of experience in the optical industry. Arema Connect already works with one of Ireland’s largest hearing aid specialists and we are delighted to expand our healthcare client

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5 Benefits of Live Chat Support

James Purcell/ September 7, 2016

Instantaneous Customer Service Live chat plays an important role in offering a 360-degree customer care service. It is very easy to install on your website and is user-friendly. Statistical data indicates that 44% of customers stated that having a live chat specialist available during an online purchase was one of the most important features a company can offer. Also, a further 63% of customers

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10 Tips for Building a Top-Notch Call Centre Team

James Purcell/ August 30, 2016

Team Building Putting together a group of individuals and moulding an effective team can be a tough task. Arema Key Account Managers have several years of experience, they have the ability to recognise and manage various personality types and more importantly understand the qualities that various people bring to the team. Planned activities outside of work allow employees to build new

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What Makes a Great Customer Service Agent?

James Purcell/ July 4, 2016

The Key Skills Every Call Centre Agent Should Possess Every time a customer service representative answers a call he or she is representing one of our client companies and the caller expects first-rate customer support. Each customer service representative should have certain qualities which ensure that each client is represented in a professional and friendly manner. Each representative must be

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Call Centre Holiday Cover

James Purcell/ June 27, 2016

Your Business Covered During Staff Vacations It is at this time of the year that employees of companies may be taking a well deserved holiday. Some companies choose to hire new temporary workers for this period and some choose to close down their business for several weeks. This can leave sizable gaps in a workforce, especially when it comes to

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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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A Pharmacovigilance Call Centre

James Purcell/ May 16, 2016

Pharmaceutical Customer Service Pharma companies use third party contact centres because they can offer telephone answering services that are available 24/7 365 days a year, this also goes for email support. This is vitally important in an industry where incidents can happen at any time. It is a matter of convenience and maximising efficiency. Arema Connect has recently received our refresher training for our

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2 New Clients for Arema Connect

James Purcell/ April 25, 2016

Healthcare and Technology Arema Connect is once again delighted to announce the acquisition of two new clients. It is a testament to our blended customer service representatives and our bespoke services that we work with companies in several different sectors. Before any campaign begins comprehensive training is carried out and the policies of the new company are taken on board.

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