Call Handling – Your call is important to us

Wednesday, November 5th, 2014

Is it any wonder that the customer services mantra – “your call is important to us”, heard through many an automated telephone system whilst on hold is seldom believed?

Reportedly, consumers can wait up to nearly half an hour when  contacting some customer services departments, and that being so, it’s a fair bet that those consumers do not feel valued at all. Then once connected, many get passed on to any number of different departments, with some even having to start the whole process all over again!

Offshore call centres can also present other challenges to the extent that it is easy to imagine why in some cases, customers may simply hang up the telephone and take their custom elsewhere.

So it would seem that all too often, customer services department appear unable to cope with high call demand. For the businesses themselves, they may feel that it is not always possible to predict when peak levels of calls will occur and that it would not be cost effective to staff for them.

So how can businesses predict the peaks and troughs of customer services and respond in a cost effective way?  Thankfully there is a solution.

Sutton Coldfield’s mplcontact call centre can handle overflow calls in any peak period or even provide a complete outsourced customer services department, solving the seemingly impossible dilemma of staffing levels meaning that your crystal ball can now be used as a stylish paperweight!

So, if you feel we can help, please give mplcontact Sutton Coldfield a call today on 0121 362 7001 (freephone 0800 018 6009) or alternatively, click the link HERE to contact us.

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