Latest Posts

The Evolution from pure Call Centre to Contact Centre

Friday, September 25th, 2020

The phrases ‘call centre’ and ‘contact centre’ are often used interchangeably. Whilst the former may have at one time evoked memories of waiting endlessly on the end of the telephone, a modern contact centre solution does not hold any such negative connotations, and is often a seamless extension of the company it represents. Whilst telephones […]

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Call Handling and the Impact of the Furlough Scheme

Monday, August 24th, 2020

Notwithstanding the ongoing debate around a further extension to the immensely helpful furlough scheme, those businesses that are still able to do so have been planning a return to some sort of post-Covid normality, whatever that may turn out to be! On the assumption that appropriate social distancing regulations can be implemented, for many businesses, […]

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Post Covid-19: Finding a “New Normal”!

Monday, July 20th, 2020

The onset of the Covid-19 pandemic has certainly brought about some unprecedented changes which, in many instances, have triggered a re-examination of business processes that, until now, would have been considered routine. As such, as businesses begin to address life after this initial lockdown phase, what indeed should be considered the “new normal”? Many are […]

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Re-Launching with the Help of Contact Centre Services

Tuesday, June 23rd, 2020

As the country starts back to work, some sectors will be preparing to tackle huge backlogs, and with staffing levels still a little unpredictable, it is likely to be a tough time for many businesses.  With recent government announcements encouraging a greater number of business sectors to awake from the enforced hibernation that the Covid-19 […]

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Certainly not ‘business as usual’ during the COVID-19 pandemic

Monday, May 25th, 2020

Whether it has been requesting holiday refunds, checking bank balances, accessing government support schemes online, or some other urgent matter, communication channels have been busier due to COVID-19. Additionally, many of the customer services departments experiencing these increased call volumes have been further impacted due to lower staffing levels triggered by self-isolation protocols. Even in […]

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Install Trust and Confidence Through Call Handling

Friday, April 24th, 2020

In a world where everything is seemingly digital, very few things can still calm and reassure quite like a friendly voice on the other end of the telephone.  Of course, expert call handling is of paramount importance when it comes to business communications. Whilst social media, chatbots, email, and web chat all have their place […]

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mplcontact Sutton Coldfield is here to help!

Tuesday, March 24th, 2020

As the coronavirus outbreak takes hold in the UK these are uncertain times we live and work in. In business, this has highlighted significant and fundamental human resource challenges which very often require specific solutions to maintain essential communication and to ensure business continuity.  Of course, in anticipating these circumstances many businesses have disaster recovery […]

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Is ‘First Contact Resolution’ Your Call Centre Priority?

Monday, February 24th, 2020

In many customer services operations, resolving a caller’s problem or query on the first contact is an important target. That said, such resolution is rarely a simple job and requires intervention by friendly, personable and highly trained agents, often with access to omnichannel solutions, and all of which relies on having highly efficient internal procedures. […]

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Call Centres – Do Self-Service Options Work?

Wednesday, January 22nd, 2020

Whilst the benefits of offering some form of early stage web-based ‘self-service’ customer option is relatively well known, what is not so widely appreciated is that many consumers prefer to exhaust all available self-service solutions before proceeding further with their enquiry. Whether it’s as simple as an FAQ page on a company’s website or something […]

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Outsourcing Festive Call Volume

Wednesday, December 4th, 2019

For any businesses taking increased inbound calls and certainly for all customer services departments up and down the land, there is a busy month (or what’s left of it) ahead! With the holiday season upon us, it often seems that minor issues that would usually wait a week or two for a resolution can suddenly […]

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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