Latest Posts

Customer Services When Disaster Strikes

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 […]

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What Are Your Customers Expecting in 2017?

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, […]

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New Year. New Challenges and New Solutions!

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 […]

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Live Chat Provides Highest Customer Satisfaction Rating

Thursday, November 17th, 2016

After phone and email, Live Chat is now thought to be the 3rd most preferred method of getting in touch with a company, and is expected to continue growing in popularity as more organisations offer the facility. Also, indications are that it too provides a high level of customer satisfaction when compared to some other call […]

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The Consumer and the Contact Centre

Friday, October 14th, 2016

As a provider of contact centre services in Birmingham, we are always analysing how people interact with organisations. This month, mplcontact Sutton Coldfield looks at how consumers in the UK typically use a customer service department, how they contact them, when they contact them and what their expectations are when they do. Consequently, we thought we’d […]

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Reasons To Use Contact Centre Services

Wednesday, September 21st, 2016

Why might your business use contact centre services? Well, mplcontact Sutton Coldfield is a full service contact centre in Birmingham and our customers outsource to us for a variety of reasons. Unpredictable variations in call volume, business expansion or maybe the desire to utilise new contact methods such as social media and online messaging services […]

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Campaign Management using a Call Centre

Tuesday, August 16th, 2016

Although call centre services don’t always have to be used 24/7, they represent  a really great resource. By way of example, when running an advertising campaign, whether via local media outlets or perhaps nationwide, there is no real way of accurately predicting what the response will be. Handling spikes in call volume TV and radio […]

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Telephone Answering – Birmingham’s mplcontact offer SO much more…

Friday, July 1st, 2016

Looking for a telephone answering service for your business? For many, ensuring that incoming calls get answered quickly and professionally is crucial when it comes to projecting the right image for their company. However, before diving in and signing on the dotted line, it’s often worth taking a little time to review what customer expectations actually […]

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So how well does the average customer services department cope with variations in demand?

Friday, June 3rd, 2016

For businesses that find that they are “stretched” during peak periods, an inbound call centre like mplcontact, which provide contact centre services in Birmingham, can help improve the overall customer experience. There is some evidence to suggest that irrespective of where in the world they may be located, consumers will not hesitate to change a brand or service […]

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Enhancing your customer’s experience

Tuesday, May 3rd, 2016

Why strive to offer the best possible customer experience? It’s generally accepted that it costs far more to generate new customers than to retain the ones you already have. If that’s true, how can customer services departments help transform a first time customer into a lifetime advocate for your business, someone who is very happy […]

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Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society