Tag Archives: contact centre

E-Commerce in 2016 and the Importance of Customer Satisfaction

James Purcell/ November 29, 2016

Millennials, Omni-Channel and Good Old Fashioned Customer Service E-Commerce is constantly evolving and branching off into new customer applications. These include new payment methods, buying processes and improved channels for connecting. Millennials are a major target audience for e-commerce businesses in 2016 and companies are developing a lot of new and interesting services for this group. This year may see

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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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2 New Clients for Arema Connect

James Purcell/ April 25, 2016

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.

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Customer Support Tailored for E-Commerce

James Purcell/ March 7, 2016

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

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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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Top Trends For Call Centre’s in 2016

James Purcell/ January 11, 2016

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

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5 Ways to Handle Angry Customers

James Purcell/ December 29, 2015

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

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