Tag Archives: call centre agent

How Do We Forecast How Many Contact Centre Agents You Need?

Silvia Planella/ October 11, 2017

Arema Connect have different staffing & pricing models depending on our clients current and future positioning. We are fully aware that requirements change over the time including seasonality, specific sales/ marketing campaigns and stages of your business growth. That’s why we pride ourselves on providing flexible models that work for you and your company. We aim to grow in partnership

Read More

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

Read More

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

Read More

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

Read More

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

Read More