Tag Archives: customer care

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

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

Read More

A Pharmacovigilance Call Centre

James Purcell/ May 16, 2016

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 happen at any time. It is a matter of convenience and maximising efficiency. Arema Connect has recently received our refresher training for our

Read More

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.

Read More

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

Read More

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

Read More

New Contract: A New Safety Device For Parents and Carers

James Purcell/ February 15, 2016

Customer Support for the Retail Sector Our new client is an Irish company that sells an intriguing safety device for parents and the elderly. It is a watch at first glimpse but it is also a phone and SOS GPS Location Device. It can hold two-way voice calls, it is water resistant and the battery usage is low. The device works by pairing to

Read More

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

Read More