Call Management

An ISO certified contact centre in Cork

Based in Cork, Call Management is an Irish-owned and Irish-managed contact centre. Founded in 2001 for round-the-clock phone cover, it has since grown into a multichannel operation. The company describes itself as a quality-focused organisation and says it has developed expertise in managing customer contacts through telephone, email and live chat over roughly two decades.

Telephone, email and live chat in one service

The company offers telephone answering that covers office hours and after-hours support, so a client's customers can be looked after at any time. Its email support runs around the clock to complement the phone service, and it can build a live chat service that matches a client's objectives and brand values. Since 2001 it has added market research to its portfolio, carrying out research projects for clients on a range of topics.

Standards for quality, information security and the environment

The company says it is certified to ISO 9001:2015 for quality management, and that its quality team puts emphasis on continuous improvement. It also holds ISO 27001 certification for information security, which it presents as reassurance on how client information is managed. It is certified to ISO 14001:2015 for environmental management and says it aims to operate in an environmentally friendly and sustainable way.

Clients in retail, healthcare and the motor trade

The client base includes domestic and international organisations across several sectors, among them shops and retailers, professional practices, health providers and motor trade firms. The company says it runs a structured onboarding process for each new account and then looks for ways to improve service delivery throughout the life of the contract.

A shared agent model and a sister company

The company offers a shared agent model, under which agents serve several clients and the cost is kept lower for each of them. It says this model suits clients who need round-the-clock cover without the expense of a dedicated team. In 2012 it launched a sister company, Arema Connect, to focus on customer contact centre services that use newer technologies and digital channels.