Tag Archives: call center

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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Customer Support Tailored for the FMCG Sector

James Purcell/ March 14, 2016

Customer Service for Product Quality and Product Recall The FMCG (Fast Moving Consumer Goods) sector is just that, fast. Customers expect round the clock service and response times must be quick, especially for product quality issues. There are a lot of moving parts in an FMCG retail company and there are many different departments, for this reason, customer tracking is

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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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The 3 Stages of Pharmacovigilance in a Call Centre

James Purcell/ February 8, 2016

Pharmacovigilance Reporting in a Call Centre The pharmaceutical sector is growing rapidly and the number of drugs being introduced to the market is increasing continuously. This, in turn, has increased the number of adverse drug events that need to be reported. The global pharmacovigilance market is estimated to reach a market value of $5,008.2 million in 2019 and the impact of

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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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Busy Times, Customer Satisfaction and Overflow Customer Support Service

James Purcell/ November 16, 2015

Satisfy every Customer Any successful company has a core workforce of dedicated employees but during busy periods even the best cannot handle 100% of customer calls. This leads to a customers’ most hated experience, being stuck in a queue. According to Help Scout 67% of customers have hung up the phone out of frustration they could not talk to a

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Improving Customer Support through technology

James Purcell/ October 5, 2015

Improving Connectivity Present day customers are on the go. Well, they were always on the go but now they have a little device in their pocket that allows them to Tweet you, Like you, Tag you, Email you, Web Chat with you and of course Call you (easily forgotten these days). All this means that customer support can constantly evolve

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Why your B2B Company needs a B2B Call Centre?

Silvia Planella/ January 17, 2015

Traditionally the call centre has been used by businesses selling to customer’s (B2C) for various reasons. Nowadays, this trend is quickly changing and call centre ‘s are increasing the importance of the Business to Business environment. A call center offers worthwhile business solutions for your B2B company. As you know: You have a smaller and more focused market Trust is

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The Difference between B2B and B2C: From a Call Center Perspective

Silvia Planella/ January 12, 2015

B2C – Business to Customer Call Center transactions In many regards a call center can fall in the middle of B2B and B2C. In business to customer cases a business looks for leading customer support from a call center to satisfy their customers, hence the contact center becomes a vital link between the business and the buyer. A third party

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