Fast Moving Consumer Goods (FMCG)
- Call Answering Service
- Outbound Calls
- Inbound Calls
- Support Line
Our experience in the FMCG sector
The Fast Moving Consumer Goods (FMCG) Sector is an active and dynamic industry. Since our establishment in 2001, we are working with major and small business in this sector supporting their customers’ information requirements through dedicated customer helplines and store support services. Our contact center and market research capabilities strongly support our clients’ requirements in this fast-paced environment.
Our Client in the FMCG Sector
Our client is one of Ireland’s leading grocery retail and wholesaler. Our multi-skilled agents provide inbound call management, email handling, live chat, SMS text message and Social Media Customer Support to meet our clients’ requirements. Our client has a portfolio of many brands and over 20,000 different products. In turn, there are unique requirements for each brand across different platforms and customer support channels.
Our contact center services for this client
Arema Connect support this client through a multi-channel customer service combined with Market Research exercises. We provide a range of services including inbound and outbound activities. It involves the management of high-volume of inbound calls, emails and live chat interactions combined with the monitoring of their social media platforms (Facebook, Twitter, Youtube and Instagram). Additionally, outbound activities are performed to collaborate with multiple stores login orders and activating product recall procedures as required. Arema Connect provides them with a dedicated team of agents supported by an overflow team available 24 by 7. We provide the client with:
Product Recall & Quality Control
- Information about products, services, stores
- Loyalty Scheme Programs
- Offers in Store
- Online Shopping Enquiries
Case Study results
Arema Connect has been supporting this client since 2013. Initially, we provided product recall support; however, the number of services provided had increased over the years. Now, it includes inbound call management, business email handling, social media monitoring and product helpline. In the last year, we answered over 10500 emails, 2461 inbound calls, performed 37 product recalls and over 3800 hours of social media monitoring.