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.