by Arema Connect | Feb 20, 2018 | Blog, Case Study UK, Ireland / UK, Travel & Leisure
Client Our client is the agency responsible for the promotion and development of tourism services for the Island of Ireland. The authority has two brands with various marketing activities at home and abroad. They have engaged Arema Connect in Outsourcing their key...
by Arema Connect | Feb 8, 2018 | Blog, Services
Introduction In the latest report by the Customer Contact Management Association (CCMA) and Deloitte future trends were highlighted. Areas which were focused on included talent development and progression within the Call Centre, Business Process Outsourcing (BPO)...
by Arema Connect | Sep 7, 2016 | Blog, Ireland / UK, Live Chat
Instantaneous Customer Service Live chat plays an important role in offering a 360-degree customer care service. It is very easy to install on your website and is user-friendly. Statistical data indicates that 44% of customers stated that having a live chat specialist...
by Arema Connect | Jun 13, 2016 | Blog, Ireland / UK
FCR (First Contact Resolution) in a Call Centre First contact resolution is one of the most important metrics in customer service. Improving the FCR rate means that more calls can be answered in a timely manner. This boosts a company’s customer service levels,...
by Arema Connect | Mar 14, 2016 | Blog, FMCG, Ireland / UK
Customer Service for Product Quality and Product Recall The FMCG (Fast Moving Consumer Goods) sector is just that, fast. Customers expect round the clock service and response times must be quick, especially for product quality issues. There are a lot of moving parts...
