Monday, August 14th, 2017
In many ways, the relationship a business has with its customers is subject to a very familiar set of rules! There are often highs and lows, mistakes are sometimes made, some easily forgiven and others that when compounded might trigger a break point. And then of course, it’s often how those mistakes are rectified that […]More »
Thursday, July 20th, 2017
In an on-line world where everything seems instantly accessible, keeping a prospect or customer waiting too long for anything is likely to result in much lower retention rates. With customer loyalty largely a thing of the past, it only takes the slightest thing to go wrong before even a longstanding customer is heading for the […]More »
Thursday, June 22nd, 2017
Andrew Mitchell MP opened the newly refurbished offices of mplcontact Sutton Coldfield and congratulated the Royal Town Company on their 20 years in business.
In 1997 when the Company started, pagers were the “big thing”, but in those days if you were in a bad reception area and the one attempt at message delivery was lost so was the message. The next twenty years saw the advent of emails, the internet and now social media has become endemic.
During this time Geoff Southall and his team at mplcontact Sutton Coldfield incorporated these rapidly changing methods of communication into their Call Centre’s message taking software to be able to service the needs of their clients. Starting as a simple Telephone Answering Service working extended office hours, the range of services that mplcontact now provides means that they are considered more as an extension of their clients’ Customer Service Department – operating 24/7 for most of them. In many cases companies have outsourced all their call handling to mplcontact who have become an integral part of the client’s Customer Service Team.
When opening the new offices Andrew Mitchell said “I have been very impressed with the way in which this small Company has expanded in just 20 years and has adapted to meet 21st century communications head on. Sheer drive and determination has put mplcontact Sutton Coldfield as leaders in their field and I wish the Company well as they continue to grow and bring employment and prosperity to our Royal Town”
Asked to comment on 20 years in the business, Director Geoff Southall said “Technology is just one element, our staff recruitment, training and retention has helped us manage all these changes in our stride. We have loyal and experienced staff many of whom have been with us for more than ten years and this certainly impacts positively on the service continuity we give our clients and the long-term relationships we have with them”.
To discuss how outsourcing your call handling could benefit your company, call Geoff Southall, mplcontact Sutton Coldfield’s Managing Director or one of his team on 0121 362 7001.More »
Tuesday, June 20th, 2017
When it comes to customer services call handling, although the focus is often on scripted rehearsed scenarios which closely follow client protocols, it is crucial that they are always delivered without an operator sounding in any way “robotic”. Consequently, at times, a certain amount of guided improvisation “off script” may be required, but such deviations […]More »
Tuesday, May 16th, 2017
Making sure customers are very happy should be a priority for any business. Of course, the business owners, Directors, senior management, staff and suppliers are all crucial components in any successful business too, but without customers there would be no business in the first place! Making sure a customer’s queries are resolved quickly and courteously (whether […]More »
Tuesday, April 18th, 2017
According to a recent survey, the most annoying part of being left on hold is being constantly reminded by the company in question that ‘your call matters to us’. This is further compounded by the fact that almost half of those polled felt that if this were true, calls would be answered a lot quicker […]More »
Thursday, March 16th, 2017
We all know that sinking feeling… You’ve been shopping on the high street only to realise that having gone from one shop to another, you end up back in the first shop you visited where you finally make that purchase! It’s frustrating because better information invariably leads to better decision making and buying online or over […]More »
Thursday, February 16th, 2017
Every place of work should have procedures that will automatically swing into action when an emergency strikes. Here in the UK, there is a legal requirement to implement fire regulations which include amongst other things evacuation procedures, fire alarms and extinguishers, all of which must be checked and tested periodically. How would your company cope? That […]More »
Tuesday, January 17th, 2017
After welcoming in 2017, it is probably time to consider some of the new challenges and indeed opportunities that lie ahead in this ever-evolving digital era. The term “Omnichannel” (i.e. contacting in this case customer services through different channels, i.e. social, web chat, email, phone) has been a key buzzword over the past few years, […]More »
Friday, December 9th, 2016
As we all prepare to wave goodbye to 2016, it may be a good time to look ahead to 2017 and perhaps prepare for one or two of the challenges that may arise. As a provider of contact centre services, Birmingham’s mplcontact have noticed that social media channels are playing an even greater role in […]More »