Tag Archives: call center employees

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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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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New Contract: A School Of Business

James Purcell/ March 29, 2016

Outbound Marketing Campaign Arema Connect is delighted to announce that we have acquired a new contract in March. Our new partner is one of the world’s premier business and management institutions. They offer MBA programs, online business courses and more to business professionals globally. Overview This new client required a reputable BPO company to carry out an outbound marketing campaign that followed up on

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9 Things you need for a Successful E-commerce site

James Purcell/ February 22, 2016

The E-Commerce Checklist E-commerce businesses have been around since the early 90’s and in the time following the new millennium, online stores have exploded to the point where for every bricks and mortar store there are thousands of online retail stores. Furthermore, these brick and mortar stores are now almost obliged to have an online hub of their own for customers

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New Contract: A New Safety Device For Parents and Carers

James Purcell/ February 15, 2016

Customer Support for the Retail Sector Our new client is an Irish company that sells an intriguing safety device for parents and the elderly. It is a watch at first glimpse but it is also a phone and SOS GPS Location Device. It can hold two-way voice calls, it is water resistant and the battery usage is low. The device works by pairing to

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Arema Connect Awards 2015

James Purcell/ December 21, 2015

Acknowledging a Wonderful Year Last weekend we at Arema Connect held our annual internal awards ceremony in the Sextant bar in Cork City. It was a festive night with great food and plenty of conversation. It has long been a tradition of ours to recognise staff members who have had an exceptional year and let them know that we acknowledge

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10 Skills Every Customer Service Agent Needs (Part 2)

Silvia Planella/ February 10, 2015

To recap from part one, a call centre customer service agent must have good product knowledge, patience, active listening skills, positive language and calmness. If you read the previous instalment you will understand that communication is not simply all talk, for a customer service employee it is more about listening, tone of voice and the language used. Here are 5

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5 Skills Every Customer Service Agent Needs

Silvia Planella/ February 5, 2015

A Customer service representative is required to have a certain skillset that meets both the clients and the call centres standards. Being a “people person” is a common phrase that people assume relates to a call centre agent, but it is a very vague term that can be misinterpreted. Being a people person doesn’t cover the whole spectrum of skills

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