Latest Posts

Need more hours in the day? Call Handling Solutions could be the answer…

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 »

Customer Engagement Management

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 »

’Tis the season to be jolly; well, hopefully!

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 »

Could a Virtual Reception be the answer?

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 »

Call Centres vs Contact Centres

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 »

Have you fully “winter proofed” your business?

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 »

Six Ways to Keep Your Customers

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 »

Could Businesses Do More To Fully Support Customers?

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 »

Andrew Mitchell MP Opens Refurbished MPL Offices at Emmanuel Court in Royal Sutton Coldfield

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 »

Improving a customer’s overall experience

Tuesday, June 20th, 2017

When it comes to customer services call handling, although the focus is often on scripted rehearsed scenarios which closely follow client protocols, it is crucial that they are always delivered without an operator sounding in any way “robotic”. Consequently, at times, a certain amount of guided improvisation “off script” may be required, but such deviations […]

More »


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