Call Management: Our History
“The Core Aim of Call Management was and still is to give a quality service to all our customers”
Call Management was founded in August 2001, in Cork Ireland.
Pat Keogh began the business to help solve problems. Our initial business plan was to provide a Corporate Telephone Answering Service to the SME’s sector. Our fundamental objective was to reduce our clients administration and receptionist costs by pooling our agents. Therefore all their calls would be answered by us in a timely and professional manner at a fraction of the cost. Outsourcing their receptionist function to Call Management would eliminate the headache of having to manage temporary staff cover for holidays and lunchtime cover amongst other related expenditures.
In 2003 As a result of client requests we extended our services to include outbound services such as Market research, Database completion and confirmation, Customer satisfaction surveys, Mystery shopping and more.
In 2004 We moved to Glanmire, suburb of Cork City. This was done to obtain reliable Broadband/ Internet and to have a more accessible supply of experienced staff pool as we grew.
Call Management has consistently evolved throughout the years in terms of the services we provide and the growth we have had.
In 2004 over 40% of our business was car trade related in that we were offering a whole host of services such as Corporate Telephone Answering Service, Customer Care Calls, After Sales Customer Satisfaction Surveys, Car Service Call Reminders and finally Mystery Shopping by telephone and by visiting the dealership.
In 2005 we added Disaster Recovery to our product portfolio, one of our clients had a fire in their offices on a Saturday night and on Monday morning we were taking their calls, answering in their name and texting them all their messages.
In March 2008 Call Management moved to The Atrium, Blackpool Business Centre. We hired a fit out specialist company to set up the Contact Centre to our specifications as it was a shell when we signed the contract.
In 2011, our client portfolio has grown extensively to include clients from all corners of the world ranging from our initial SME sector to large multinational companies based in America, Britain, France, Australia and once again we have added to our product range by adding Live Chat and E-mail Support.
In 2012, Call Management has been nominated for the European Business Awards, Small Firm Awards and Irish Sales Champion Awards. We launched a sister enterprise within the United Kingdom focus on Internet based solutions such as e-mail handling, live chat and social media management: Arema Connect.
In 2013, Call Management increased the number of new clients by 20%. This allowed us to explore new markets internationally. During 2013 Call Management entered the English market. Call Management was nominated for the CCMA Contact Centre & Shared Services Awards in November 2013. We were nominated along with other prestigious brands such as Tesco, AIB, Vodafone, BT and Dell. In March 2013 Call Management was awarded the Excellence Through People Accreditation (ETP). We increased our workforce by 24% to successfully manage a 17% increase in call volume and the 35% increase in the volume of e-mails whilst always maintaining our high standards.