Monday, March 19th, 2018
Some internal customer services departments and contact centres often seem to operate in a perpetual ‘firefighting’ mode. Where a business is constantly experiencing one operational crisis after another, it can make it very difficult to identify underlying themes or even why some customers are calling repeatedly. As such, it is vitally important to analyse the […]More »
Monday, February 19th, 2018
For an expanding small business, a constant flow of incoming phone calls can sometimes represent a double-edged sword. They can bring the prospect of new business, but at the same time they can present a challenge to the limited resources a lean and efficient company has available. For a business negotiating the fine line between […]More »
Monday, January 15th, 2018
In the business world where transactions are conducted directly between a company and consumers who are the end-users of its products or services (otherwise known as “B2C”), customer satisfaction is everything. Allowing your customer to connect with your organisation over the largest possible array of communication channels is of paramount importance. With the proliferation of […]More »
Tuesday, December 12th, 2017
For some, this time of year might be regarded as ‘the season to be jolly’, but for others, particularly when things don’t quite to go plan, it can result in frustration directed at a business’s customer services department. With all that in mind, we set out below some strategies that might prove helpful should any […]More »
Wednesday, November 15th, 2017
A virtual reception can provide so much more than just telephone answering and message taking and that is where an inbound contact centre such as mplcontact Sutton Coldfield can add real value. Whatever the size of your business, be it a multinational corporation or a sole trader, having a flexible trusted virtual team ready to go […]More »
Tuesday, October 17th, 2017
Are call centres and business contact centres essentially the same thing? There can be inherent similarities, but there are often very significant differences too, in that whilst outsourced contact centres operate as inbound call centres, they are further adapted to make the best use of our digital age. Furthermore, whereas some call centres rely mainly […]More »
Thursday, September 14th, 2017
As Summer fades and the news is full of reports of adverse weather conditions, here at mplcontact Sutton Coldfield, we believe it may be time for business owners to look beyond Autumn and turn their attention to the forthcoming Winter period. Winter tends to bring with it a unique set of human resource challenges for […]More »
Monday, August 14th, 2017
In many ways, the relationship a business has with its customers is subject to a very familiar set of rules! There are often highs and lows, mistakes are sometimes made, some easily forgiven and others that when compounded might trigger a break point. And then of course, it’s often how those mistakes are rectified that […]More »
Thursday, July 20th, 2017
In an on-line world where everything seems instantly accessible, keeping a prospect or customer waiting too long for anything is likely to result in much lower retention rates. With customer loyalty largely a thing of the past, it only takes the slightest thing to go wrong before even a longstanding customer is heading for the […]More »
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.More »