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The role of the customer support team

The role of the customer support team

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...
10 Tips for Building a Top-Notch Call Centre Team

10 Tips for Building a Top-Notch Call Centre Team

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...
Improving First Contact Resolution in Customer Service

Improving First Contact Resolution in Customer Service

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,...

A Pharmacovigilance Call Centre

Pharmaceutical Customer Service Pharma companies use third party contact centres because they can offer telephone answering services that are available 24/7 365 days a year, this also goes for email support. This is vitally important in an industry where incidents can...