Call Answering Services

We offer a range of Call Answering Services on a 24x7 basis including Virtual Receptionist Services, Information and Helplines, Product Order Lines and Emergency Response.

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Main Features

24x7 Call Answering Support Services

Shared and Dedicated Teams

Through our shared and dedicated call answering services, we can provide you with a telephone support solution that best meets your business needs, from a virtual receptionist to a multifunctional dedicated team.

Quality Based Solutions

All our calls are recorded, allowing us to carry out comprehensive quality and performance checks. This leads to full transparency on all inbound and outbound calls handled by our team.

Cutting Edge Technology

Our in-house infrastructure enables us to upload greetings and Interactive Voice Recordings (IVRs) based on each client's telephone support needs. Our contact centre technology also includes an inhouse bespoke CRM system, which is made available to each client.

Happy Clients

Industries Served

We support a range of industries to deliver a variety of Call Answering Services.

Healthcare &
Pharmaceutical
Retail &
eCommerce
Transport
Automotive
Utilities
Small &
Medium Businesses
Government
Bodies
International
Marketplace

Healthcare &
Pharmaceutical

We provide convenient and efficient communication by utilising our Email and Live Chat Support solutions. This is an effective way to resolve queries with an emphasis on data protection.

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Retail & eCommerce

We support the Retail and eCommerce industry by providing end-to-end customer journey management across our Email Support and Live Chat Support solutions.

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Transport & Automotive

We support a range of Transport clients in delivering both Email and Live Chat support to manage a variety of queries including answering FAQs, scheduling services, and arranging replacement vehicles.

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Utilities

Our Email and Live Chat Support solutions for the Utility sector allow cases and escalations to be seamlessly resolved in minimal time.

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Small &
Medium Businesses

We support SMEs in designing and managing Email and Live Chat support solutions to best suit their customers' needs.

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Government Bodies

We have extensive experience in supporting Government Bodies with Email and Live Chat solutions to frontline a number of crucial public services.

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International
Marketplace

We support our international clients’ European Customer base across Email Support and Live Chat Support solutions on a 24x7 basis.

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Benefits

Streamline Your Customer Support with Our Services

 Our Call Answering Services enable us to offer a diverse range of solutions to our clients bespoke to their needs. Our 24x7 solutions enable us to support your business around the clock to drive customer satisfaction.

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24x7 Support

Operating on a 24x7 basis we can ensure that your customers are supported around the clock. Our diverse solutions include office hours, out of hours and emergency support.

Flexibility & Scalability

We adopt a flexible approach to all of our Call Answering Services. We can assign shared or dedicated agents based on your business needs. We have the know-how to support high call volumes and seasonal peaks.

Providing A Human Touch To Customer Queries

Our call-answering service provides a human touch to seamlessly handle your customers' queries and requests. Our team is always willing to go the extra mile to deliver for clients.

An Extension Of Your In-House Team

Our aim is to develop long-lasting partnerships with our clients through shared success. Our team will uphold your values and ethos on every call.

Services

We aim to provide a seamless onboarding experience for every client account.

Services

We aim to provide a seamless onboarding experience for every client account.

Services

We aim to provide a seamless onboarding experience for every client account.

Services

We aim to provide a seamless onboarding experience for every client account.

1

Connect With Us

Our Management Team will meet with you in person or via a virtual meeting to gain a greater insight into your requirements. We will recommend ways to enhance your existing processes to increase customer satisfaction and loyalty.

2

Customer Journey Mapping

Our Operations and IT team will set up all your technical requirements (CRM, telephone, email). All agents directly assigned to your account will receive training on your procedures and become a seamless extension of your in-house operation.

3

Testing and Perfecting

Prior to going live, we will work with you to carry out extensive testing of the end-to-end process. Risk mitigation measures will be put in place and monitored throughout the duration of the project and changes can be made to streamline the process.

4

Service Launch

From the outset, daily communications will be maintained and quality monitoring will be carried out with reports detailing transaction volumes and service levels. Some clients may wish to come on-site during the initial launch process, with ongoing improvements made in real time.

Case study

Providing a Card Services Helpline on behalf of our client

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Case study

Our client is a well-established member-owned financial service organisation, the only one of its kind in Ireland. Our client’s full suite of payment services has enabled its partners to enhance their offerings to their members.

Frequently Asked Questions

Frequently asked questions

What are Arema Connect’s Operating Hours?

We operate on a 24x7x365 basis including public holidays. We are proud of the fact that we have never closed since our establishment in 2001; rain, hail, or snow. We are always on hand to support your most valuable assets - your customers.

How do we determine whether the Shared Services or Dedicated Team option is best for our organisation?

Each of our solutions is tailored to your specific needs, and as such we will work with you to determine the best route for your organisation, based on typical transaction volumes, peak periods, and any other trends in volumes.

What if we already have a CRM system in place?

We are experienced across a number of CRM systems. While we offer our own system, should you have something already in place we are happy to accommodate your requirements.

Is Arema Connect a call centre?

Arema Connect is an award-winning multi-channel contact centre based in Ireland. We offer customer support and market research solutions to various national and international clients. Our people, processes and technology allow us to lead the way in providing practical solutions. Our services expand beyond traditional telephone answering services, our service portfolio includes live chat, market research services, bulk SMS and email support. We offer an array of administrative support services - feel free to contact us to discuss your project needs and requirements. We are happy to work with you in developing a tailored solution to meet your needs.

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“Arema Connect enables us to provide a consistent customer care service to all our Registrants and stakeholders. The team’s extensive knowledge of our processes enables us to support our registrants and applicants by phone with the aim of resolving their queries on a first-contact resolution basis. The Arema Connect team continuously surpasses service levels and expectations, making them a valuable resource to us.”
Caroline Hogan
Registration Operations Manager, NMBI
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