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 highlight a few of the findings below.

Press 4 for Customer Services

Unsurprisingly, almost 9 out of 10 people prefer not to go through an automated system to route their call, but more surprisingly 1 out of 10 does! On the subject of “how we like to get in touch”, 75% of all communication between consumers and customer services department was found to be via telephone or email, with just over 1 in 10 people preferring web chat as a contact method.

Please Hold The Line

Call waiting times have always been a “bug bear” with consumers, and we discovered that over 70% of those polled expected to remain in a queue for less than a minute. Furthermore, while they are held in a queue, the general consensus was that a countdown to the next available operator is preferable to music, silence or repeated messages. That said, if music is to be played, the most popular choice was classical.

Time for great customer service

From the data, 81% of contact is made between 8am and 4pm with three quarters of all calls are made between Monday and Thursday, although business models do of course vary.

If you would like to find out more about how our contact service centre here in Birmingham could help your business, just call mplcontact Sutton Coldfield today on 0800 018 6009 or complete the enquiry form by clicking HERE and we look forward to hearing from you.

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Stuart Auger | Midlands Co-operative Society