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Public & State Sector

A City Council as our team provides the Public Sector with a call answering service

Expertise

  • Call Answering Service
  • Emergency After Hours Helpline
  • Support & Information Line
  • 24 Hour Remote Service
  • Call Divert & Overflow

Our Experience in the Sector 

We have been providing the public and governmental sector with call answering services. Our team supports a wide variety of support services for local, national and federal agencies, providing seamless interaction with all stakeholders in public administration. We provide for a call answering service to providers in areas such as Utilities, Healthcare, Public Services, Transportation, Water and Waste ManagementBy providing an integral contact service, we have established operational and collaborative partnerships with many of our clients. We help in provision of communication channels around management of emergency, ad hoc or unexpected events ensuring dedicated open lines of communication 24-hours. Our Contact Center approach yields cost efficiencies while delivering on results and satisfaction.

Our Client in the Sector

We provide the many state authorities with contact center services. Our support to the many bodies within the Public & State Sector include Emergency and Call Answering assistance, lettings and rental Information and 24-hour customer assistance, where we route and manage calls on your behalf, or to escalate calls onward to the appropriate personnel. Our services help you to achieve a lean business process. By partnering with us, you too can achieve of these cost efficiencies.

Our Contact Center Services for this Sector

We provide a range of support services to the many clients in this Sector. We provide a dedicated customer contact solution, independently or as a multi channel suite offering, Call Management, Urgent Call Handling, Web Chat & SMS Messaging, including Social Media Monitoring. We provide the client with:

Support Line

We support our clients and their operations on a 24×7 basis. We provide for a quick and efficient process. Our Support line agents effective Live Call Answering, delivering on reducing your costs by covering phone lines on your behalf around the clock – ensuring live answering is always available.

Emergency Escalation

Our agents act on your behalf, ensuring that your specific plan of action is delivered with competence and efficiency. We support your many urgent actions in our contact center 24 hours per day, 7 days per week, 365 days per year. While not being an emergency substitute we can partner with you in setting up people, process and technology.

Call Answering Service

24/7 Business answering on your behalf. We help you manage and take care of your customers 24-hours per day. We deliver a friendly, professional Call Management service day or night. Have you opportunities and prospects? Can you provide a 24-hour line? Arema Connect Customer Service Representatives answer telephone calls for your and your business. We make it easy for your customers to reach you 24 /7. Staffing your own contact center can be expensive, with us your always available to your callers.

After Hours & Phone Answering

We match your customer expectations at all hours. By extending your contact hours, by forwarding your lines to us, we will answer your customers just like you would. Today, Customers expects more. They may not live in your time zone or region but the Internet has developed the 24-hours always available expectation. By forwarding your lines to us, your after hours care is managed. At the usual close of your business, we switch over to operating on your behalf. Rest assured, the seamless transition will go interruption free until you are available to take over the process again.

Customer Support Case Study Results

Arema Connect has been working in partnership with our client since 2011. We have built a long-term relationship over the years, and the collaboration between our teams has increased sales and customer satisfaction. We provide our clients with tailored reports that fulfil specific Public Sector. Additionally, we provide to our client accurate activity reports with Key Performance Indicators (KPIs) as seen below:

%

% calls Answered

Inbound Calls

Areas of interest:

Market Research