by Katie Murphy | Feb 12, 2018 | Blog, Call Centre Agents, Ireland / UK, Our team, Recruitment, Training
Training plays a huge part in providing both a high-quality service and ensuring each client’s individual needs are fulfilled. Arema Connect currently employs 47 employees, who are all well aware of this. Comprehensive learning and professional development...
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 25, 2017 | Blog, USA
Independently if you have an in-house call centre or you are outsourcing your customer service functions, quality is a key factor to consider. There are different ways to ensure quality. Solutions range from training to monitoring KPIs and relevant metrics. Applying...
by Arema Connect | Jun 20, 2017 | Blog, Ireland / UK
The role of the customer support team is a crucial role in any organisation, as they are the first point of contact for customer queries and complaints. A customer support team understand complex details about a company’s services/products and can assist...
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,...
