Tag Archives: quality

The value of training and how this impacts on delivering a high quality service

Katie Murphy/ February 12, 2018

Training plays a huge part in providing both a high-quality service and ensuring each client’s individual needs are fulfilled. Arema Connect currently employs 47 employees, who are well aware of this. Correct learning and professional development strategies are an indispensable way to keep the organisation competitive in constantly changing markets.My name is Katie Murphy and I am a marketing student at Cork

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Who is who in a quality-focus contact centre?

Silvia Planella/ September 25, 2017

Independently if you have an in-house call centre or you are outsourcing your customer service function, quality is a key factor to consider. There are different ways to ensure quality. Solutions range from training to monitoring KPS and relevant metrics. Applying all of them will improve the quality of the service and overall customer satisfaction. At Arema Connect, we believe

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Arema Connect, certified to ISO 9001:2008 for 2017

Silvia Planella/ April 21, 2017

Arema Connect has once again been awarded the ISO 9001:2008 Certification for 2017. Arema Connect’s operational focus has always been on delivering high-quality services. In 2010, we were first awarded the ISO 9001:2008 accreditation. Our organisation has always focused on quality as a key driver in retaining and attracting new clients. This international award was the next logical step for

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Customer Service: The two big Q’s (Quantity and Quality)

Silvia Planella/ April 7, 2015

Companies always need to strike a balance between the two big Q’s in relation to customer support: Quality and Quantity. Both are really important from an operations perspective and from a customer satisfaction approach.   Quality Customer Service Customers are looking for a quality service during the entire sales cycle from pre purchase validation, the purchase process and the after

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Arema Connect is in Achilles Supply-Line

Silvia Planella/ February 13, 2015

Arema Connect have been awarded access to the prestigious Achilles supply-line. We received our certificate earlier today and are thrilled to be a part of this global network. Achilles Supply-Line is the community for European utilities in the energy, port and postal, transport, oil and gas, and private sectors. The network includes 800 of the world’s largest companies and it increases our

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Call Management internal awards 2014 – The winners are…

Call Management/ December 29, 2014

On the 19th of December, Call Management held our internal Call Centre awards at Clancy’s restaurant in Cork. We had a 3-course meal which was enjoyed by all. It was a great night and spirits were high as previously that day the Secret Santa gifts were given out to all the participants. Our agents also decided to all deck themselves

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CCMA Awards 2014: Highly Commended

Call Management/ November 17, 2014

The annual call centre awards took place last Saturday 15th November 2014 in Dublin. This event is held annually by the Contact Centre Management Association (ccma.ie). Their primary aim is to promote and give recognition to the contact centre management profession; to actively promote continuous professional development of contact centre professionals; to provide a forum for knowledge sharing and networking across

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Role of voice contact in this new digital age

Silvia Planella/ August 23, 2013

Customers are becoming more adept at communicating via social media, live chat, blogs and other digital communication channels, so is there any longer a role for voice contact? The increased use of social media, including the major social networks like Facebook, Twitter and online customer communities, is certainly having an impact on customer engagement.