Tag Archives: call center employees

Who is who in a quality-focus contact centre?

Silvia Planella/ September 25, 2017

Independently if you have an in-house call centre or you are outsourcing your customer service function, quality is a key factor to consider. There are different ways to ensure quality. Solutions range from training to monitoring KPS and relevant metrics. Applying all of them will improve the quality of the service and overall customer satisfaction. At Arema Connect, we believe

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Arema Connect employees’ night out

Silvia Planella/ September 18, 2017

Last Friday our team enjoyed an amazing night out. Our business can be very seasonal and one of our main clients have a major surge in activity during July, August & and beginning of September. It was an ideal opportunity to reward the team before our next major push which will be the Christmas market. One of our largest clients

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The role of the customer support team

Silvia Planella/ June 20, 2017

The role of the customer support team is a crucial role in any organisation, as they are the first point of contact for customer queries and complaints. A customer support team understand complex details about a company’s services/products and can assist customers with their queries. They take inbound calls / e-mails and provide solutions to a variety of queries in

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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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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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