Research carried out by Ember services highlights the value of choice in the range of contact channels for improving customer care. Some examples of the benefits are:

1. Web contact: National Rail Enquiries has migrated 80% of all contacts to the web. They have seen customer enquiries grow by 343% over nine years yet still achieved a fourfold reduction in operating cost.

2. Online handled inquiries: Surrey County Council has grown the percentage of enquires handled online from 85% to 94% and reduced its average cost per enquiry by 38%.

3. Twitter: HomeDepot, which estimates that it has deflected 15 million potential telephone calls and helped solve 8,500 customer problems via Twitter.

These companies haven’t abandoned the telephone channel. However says Ember’s founder, Mike Havard, “Instead they have identified those tasks customers are happy to complete by other means and encouraged them to do so.  Customers are happy to use alternative channels, but expect to do so on their own terms.  Companies that restrict customer choice will suffer their disapproval.”

The research report offers the following advice for organisations planning multi-channel strategies:

1. Customers’ channel preferences are multiple, not singular and will change on a day-to-day basis according to their situation and the task they wish to complete.  Companies must offer multiple platform choices and make sure they are simultaneously available and linked, so that the customer experience is seamless across all channels.

2. Customers will embrace alternative channels if they see benefit for them as well as the provider.  Instead of forcing customers to use lower-cost channels by restricting their options, companies must analyse the drivers of ‘expensive’ phone-based or in-store interactions and deflect them by offering pro-active information via other channels.  This has the dual benefit of reducing an organisation’s operating costs and boosting its service reputation.

3. Customers will typically revert to the telephone for complex or emotionally charged enquiries.  Therefore, companies must maintain a sustainable body of agents, invest appropriately to develop their skills and provide them with information and insight that will help them serve customers better.  This includes providing a single view of the customer’s interaction history across all channels, so that the service offered is ‘joined up’ and informed.

Call Management can research your clients attitudes to customer care contact through various channels, and provide you subsequently with cost effective channels which best fit your enterprise needs. We can be your one stop Contact Centre.. Don’t wait anymore….contact us!

Salesforce hosts the applications offsite and it is best known for its Customer Relationship Management (CRM) products.

Salesforce allows Call Management to provide a better service to our clients and callers.

Salesforce CRM cycle:

Call Management works with Salesforce according to this cycle:

1. Our customer will log in Salesforce system all the information necessary to allow our agents to solve caller’s enquiries.

2. Call Management agents will access to salesforce software and will check the possible answers for the caller’s enquiry. Furthermore, agent can search the solution database, log cases, make case comments, and run reports.

3. Agent will provide resolve customer support issues or if there is not an available answer on the system, the agent will escalate the call to the adequate person highlighted by the system.

4. Caller will be happy with a fast and accurate resolution.

5. Customer will win a happy caller.

Step 1: Customer and Salesforce (Set up)

Customer needs to provide a solution database in Salesforce software. It is important to think ahead of callers’ possible issues and provide accurate answers that will lead to happy clients.

If you require field setup and customisation we have a certified Salesforce administrator available to Call Management.

Support for Tier 1 cases via Salesforce we would expect that the solutions element would be fully active and managed by yourselves.

Salesforce will allow sharing updates quickly over all our agents.

We would log all calls and offer Tier 1 support based on solutions. Tier 2 / 3 cases would be escalated via the system (we are of course assuming escalation rules are activated on the system).

The success on step 1 is the key for the exit of all the process.

Step 2: Call Management and Salesforce (Service)

When our agents receive a call, they will log it the Salesforce system. The software will allow us to search in the solution database, log cases and make case comments.

Our agents would be fully capable of managing the console views, if this was available.

Case Numbers would be assigned and applicable customised fields would be chosen based on your requirements.

So, agent will provide accurate answers if enquiry has been already pre-configured.

Call Management would not be responsible for the management of the solutions element of the Salesforce system and would only be users of this area. For this reason, any calls outside the remit of “Solutions” would be escalated and sent to your client for resolution.

Step 3: Customer and Call Management (Reports)

Call Management is happy to write reports and metrics within the Salesforce system for our customers.

We believe that the Salesforce system  is the best system available and we would be happy to deliver the solution using this platform.

Contact us to request more information or a quote!Call us on +353 21 4824300 or +353 1 2477814 or +44 2033686822. We can tailor our services to suit your requirements.

Christmas in Call Management is very evident. Christmas decorations, secret Santa, Christmas party, Christmas cake… and outbound calls wishing all our clients a happy Christmas! Yes, definitely Christmas is here!

Call Management agents decorated our office for the festive season. A tree, a Santa, lights around the office… they did a really good job!

They also organise a Secret Santa between all the agents. I can’t wait to see all the presents under the tree.

Pat Keogh, Manager Director, has organised our Christmas Party for this week which means food, fun and frolics. It sounds like a good excuse to do some shopping!

But our mind is not only on partying, as new contracts are starting this month our agents will be concentrating on those while sending Christmas wishes to all our clients. The spirit of Christmas will most definitely be alive. Could there be something nicer?

Finally, there is just one more thing to say: “Happy Christmas to everyone”

Silvia Planella
Marketing cordinator

 How to arrive? 

All staff is welcome to this event. Call Management wants to give the opportunity to all agents to be part of the corporative image. As result our photographer will be taking photos during two sessions: one in the morning at 9.30 am and another in the evening 7.00pm. 

We will have refreshment after both photo shoots. So, fun is guaranteed!

Contact us today for a Quotation.

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The aim of the SFA (www.sfa.ie) National Small Business Awards is to celebrate the achievements of small businesses in Ireland, and to recognise the vital contribution of the small business sector to the Irish economy and to showcase Ireland’s entrepreneurial talent. Small businesses are the engines for future growth in Ireland. SFA Awards are recognised by Government as an acknowledgement of the contribution they make to our economy and its future success.

Finalist will be announced the 5th of December and the ceremony will be the 8th of March.

Pat Keogh, Manager director of Call Management, said after to know the nomination “Receive SFA Awards will be the best way to finish 2011 and it will encourage us to launch our new brand “Arema Connect” in the UK market”

Call Management team have their fingers cross till the 5th.

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Pat Keogh added: “Our work environment, in our opinion, is one of the best possible. Call Management has always focused on the welfare of our staff and we have an open plan office, ideas and problems are shared on a daily basis. My office is always open for anyone and I work side by side with all our agents. Furthermore, I will not ask any of our staff to do anything that I would not feel comfortable doing myself.

Above all we enjoy ourselves and every new staff member is recruited based on their attitude and secondly ability. They must fit into our work environment and buy into our ethos.”

Call Management has commissioned an outside trainer to visit our contact centre bi-monthly to deal with the psychological element of dealing with dissatisfied callers. She works with our team on a one to one basis. Their conversations are private and confidential unless our agents want anything brought to the attention of management.

As Pat Keogh explained in Call Management we treat our staff with respect. Rather than telling them to do something, we ask them and explain in detail why it needs to be done in a certain way. Therefore agents feel engaged and understand our ethos and as a result take pride in their work. We have always believed that our team is our most valuable asset and our clients are continuously telling us the same.
Call Management do realise that the challenge facing us ‘Is to maintain this culture as we grow’. Company strategy is created from the top and we would hope that our ethos of putting our staff first will always be an important element of our success.

We are delighted to say that our yearly audit by NSAI has just taken place and we passed with flying colours.

Business Solution Outsourcing with this accreditation and… we are proud to be one of the few Contact Centres that have an ISO accreditation for Business Outsourcing Solutions.

Last year Pat Keogh MD of Call Management said:

“This certificate ensures that all of our processes are of the highest standard.  Our processes which include Client  security, disaster recovery, customer confidentiality and training processes are all documented.

We have always been of the belief in our company, that quality is the most important factor when dealing with a variety of calls.

We handle over 600,000 inbound calls per year and over 500,000 e-mails over a broad range of sectors from Government
bodies to SMES. We have just been shortlisted for the second year running by the CCMA for an Irish Contact Centre and Shared Services Award.

We know that the hard work we put into ensuring the quality of the service we provide is certainly paying off ”

Today, after a year holding this accreditation, Call Management keep working hard to assure the best quality of
service to all our clients. Our well  trained team shows their professionalism and quality every day with their performance.

Congratulations Call Management team!

Our company currently provide over 45000 apartments in Dublin with After Hours Support. As this is a highly specialised industry our staff are specially trained to not just answer your calls but to supply a seamless service to your clients and customers. As no two calls are identical our agents are required to think on their feet and deal with all eventualities that may arise.

Dealing with all types of eventualities such as tenants locked out and looking for a locksmith, to a major leak in an apartment and we need to establish where the leak is coming from and who is liable for damaged caused.

Some of our best histories in this field are:

Fishy one… Cool ones we got over the years,we have had some very entertaining calls over the years such as a guy ringing us at 3.00 am in the morning asking us to do something about the smell from the River Liffey.

Apartment alarm.. alarm going off August Bank Holiday Weekend and all the neighbours were google eyed from the lack of sleep, eventually on Sunday evening we got permission to gain entry via a locksmith to allow an electrician to kill the alarm, when the electrician turned off the alarm we discovered that another apartment also had an alarm going off so after all our efforts the neighbours got no sleep for another 24 hours as neither resident had left keyholder details.

Fingers crossed… the weather this Christmas & New Year is better than last year as a lot of carparks were out of bounds due to the ramps being frozen over and burst pipes in the underground carpark was horrendous as some builders decided to use plastic pipes which don’t expand or contract when frozen. Swimming pools in car parks and hardware shops closed for holidays do not lead to an easy life when it comes to property management.

If this service will fit in your requirements Contact us