Latest Posts

Outsourcing Customer Care

Tuesday, May 16th, 2017

Making sure customers are very happy should be a priority for any business. Of course, the business owners, Directors, senior management, staff and suppliers are all crucial components in any successful business too, but without customers there would be no business in the first place! Making sure a customer’s queries are resolved quickly and courteously (whether […]

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Your Call Really Does Matter To Us!

Tuesday, April 18th, 2017

According to a recent survey, the most annoying part of being left on hold is being constantly reminded by the company in question that ‘your call matters to us’. This is further compounded by the fact that almost half of those polled felt that if this were true, calls would be answered a lot quicker […]

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Make It Easy For People To Buy From Your Business

Thursday, March 16th, 2017

We all know that sinking feeling… You’ve been shopping on the high street only to realise that having gone from one shop to another, you end up back in the first shop you visited where you finally make that purchase! It’s frustrating because better information invariably leads to better decision making and buying online or over […]

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Customer Services When Disaster Strikes

Thursday, February 16th, 2017

Every place of work should have procedures that will automatically swing into action when an emergency strikes. Here in the UK, there is a legal requirement to implement fire regulations which include amongst other things evacuation procedures, fire alarms and extinguishers, all of which must be checked and tested periodically. How would your company cope? That […]

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What Are Your Customers Expecting in 2017?

Tuesday, January 17th, 2017

After welcoming in 2017, it is probably time to consider some of the new challenges and indeed opportunities that lie ahead in this ever-evolving digital era. The term “Omnichannel” (i.e. contacting in this case customer services through different channels, i.e. social, web chat, email, phone) has been a key buzzword over the past few years, […]

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New Year. New Challenges and New Solutions!

Friday, December 9th, 2016

As we all prepare to wave goodbye to 2016, it may be a good time to look ahead to 2017 and perhaps prepare for one or two of the challenges that may arise. As a provider of contact centre services, Birmingham’s mplcontact have noticed that social media channels are playing an even greater role in […]

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Live Chat Provides Highest Customer Satisfaction Rating

Thursday, November 17th, 2016

After phone and email, Live Chat is now thought to be the 3rd most preferred method of getting in touch with a company, and is expected to continue growing in popularity as more organisations offer the facility. Also, indications are that it too provides a high level of customer satisfaction when compared to some other call […]

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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 […]

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Reasons To Use Contact Centre Services

Wednesday, September 21st, 2016

Why might your business use contact centre services? Well, mplcontact Sutton Coldfield is a full service contact centre in Birmingham and our customers outsource to us for a variety of reasons. Unpredictable variations in call volume, business expansion or maybe the desire to utilise new contact methods such as social media and online messaging services […]

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Campaign Management using a Call Centre

Tuesday, August 16th, 2016

Although call centre services don’t always have to be used 24/7, they represent  a really great resource. By way of example, when running an advertising campaign, whether via local media outlets or perhaps nationwide, there is no real way of accurately predicting what the response will be. Handling spikes in call volume TV and radio […]

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Find out what mplcontact can do for YOUR business.

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