Tag Archives: customer support

The role of the customer support team

Silvia Planella/ June 20, 2017

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 customers with their queries. They take inbound calls / e-mails and provide solutions to a variety of queries in

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How Education Sector Businesses use Customer Service to Boost Sales

Silvia Planella/ June 13, 2017

Leaving Cert Marks the end for Students but the beginning for Businesses Arema Connect would like to wish all the Junior Cert and Leaving Cert students across the country the very best for the upcoming exams. Pass your exams and close the books for the summer! If you are stressed out, check out this helpful article by the Independent on

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Effective ways to build rapport with customers

Silvia Planella/ May 4, 2017

Building rapport over the phone with customers can be difficult. An experienced customer service agent knows it’s all about your tone of voice, having a genuine interest in a customer query and empathising with the customer. Here are some tips to increase customer satisfaction levels. Smile Research indicated that customers can differentiate between different vocal intonations. Smiling affects how you

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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

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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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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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A Call Centre Year Review

James Purcell/ January 4, 2016

Recognising Trends in Customer Service First of all, we at Arema Connect would like to say happy new year! 2015 was a busy year with new clients joining our team and existing clients expanding. It was a relativity standard year, our tourism clients where at their busiest during the summer months and the retail sector built up to an expected

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Customer Service in the Automotive Sector

James Purcell/ December 7, 2015

Fast Action Response Times The automotive sector is where quick decisions are made on a daily basis. As a tire supplier, break down assistance specialist, haulage company etc. you must immediately solve customer issues to rise above the competition. According to breakingnews.ie there are currently 2,515,322 cars on our roads. 1,943,868 private cars 317,378 goods vehicles 85,042 agricultural tractors 36,573

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