Multichannel Contact Centre
Founded in 2001, Arema Connect is a 100% Irish owned Multichannel Contact Centre. We tailor our outsourcing and customer support solutions to meet industry specific requirements, working with both public and private entities. Through our Multichannel solutions, we provide our clients with a range of solutions to support the end to end customer journey. We align our services to complement your business needs, delivering on a Customer Experience (CX) beyond a traditional contact centre.
Scalable
Multichannel Contact Centre with the ability and experience to support seasonal peaks.
ISO Certified
Our contact centre is certified with the ISO 9001 (Quality Management), ISO 27001 (Information Security) and ISO 14001 (Environmental Management)
Multichannel
Multichannel Contact Centre with experience in supporting the end to end customer journey.
Telephone Answering
Our Telephone Answering Service is available 24×7, 365 days a year. We are an ISO 27001, ISO 9001, ISO 14001 accredited contact centre with full call recording and reporting functionality.
Live Chat
With our Live Chat Support Contact Centre Service, your customers are able to chat with one of our agents in real-time.
24 by 7
Multichannel Contact Centre
SMS Text Message
Social Media Support
Our social media management services free up your marketing team to concentrate on advertising and brand promotion. We fully embrace the ethos of our clients brand when it comes to customer responses. We respond to all your customer questions professionally and rapidly.
Email Handling
Our Email Handling service caters for all business sectors and needs. Arema Connect can provide you with a dedicated email handling team and use your existing CRM system or offer this service on a shared agent model basis. We have firsthand experience with the most popular CRMs including Salesforce, Microsoft Dynamics and Zendesk.
Value Added
- Expansion & Growth potential;
- Strong Focus on our clients’ brand values & ethos;
- Owner managed with lean decision making process;
- Strong Management Team with a focus on customer satisfaction;
- Multilingual support (Irish, Spanish, French & German);
- Partnership approach with our clients.
Customer Relationship Software (CRM)
At the beginning of 2019, we replaced our existing in house CRM system with a new system, ‘Crust’. It allows our frontline team to log tickets and contact our clients’ point of contacts by email & text, as soon as messages are received. All our tickets are stored in Crust and we also send our clients weekly and monthly reports so that they have a record of every call, email and web chat received by our team on their behalf.
Our Telephony System
- 300 dedicated phone lines;
- 2 Broadband Suppliers;
- Data backed up (In-house and on the Cloud);
- 2 Telecoms Systems (VOIP & PRA Systems);
- Disaster Recovery Implementation.
