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
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
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.
Customer Service over the Phone, through Live chat, by E-mail and on Social media The e-commerce sector shows no signs of slowing down. According to reports carried out by internetretailer.com e-commerce in the U.S grew by 14.6% in 2015, totalling $341.7 billion in sales. Here in Ireland, things are also looking up, an article published by the independent states that Ireland ranks
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
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
What Customer Service providers should expect in 2016 As we leave one year and enter into another we must look forward and identify developing trends in our field. Contact centres are shaped and moulded by customers, technology, the financial climate, sector changes, social media and more. These factors mean that call centres need to continuously evolve and you can do this by identifying
Call Centre Techniques to Resolve Difficult Situations Arema Connect takes calls for a number of different companies, from Property Management businesses to Christmas tree companies. Over the holiday season, stress levels can reach boiling point and call centre agents have to be prepared for this. More often than not customers simply have to be reassured that their problem is being
The back to school market is an extremely competitive one and because of the sheer expense of the whole process it is vital that your business is able to communicate your special offers and research your market. If your company sells uniforms and/or books and they have competitive prices then now is the time to communicate this to the parents.