Latest Posts

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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As Always, First Impressions Count!

Wednesday, November 20th, 2019

As we go about our day to day lives, most people would agree that first impressions count. This is also equally true when prospective customers call a business. Many callers will have checked out a company’s website prior to calling, so it’s important that any online presence is that of an approachable, friendly, customer-centric organisation, […]

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Your Call Really is Important to our Business!

Wednesday, October 23rd, 2019

Many of us have probably been there at one time or another.  Having dialled a number and finding ourselves in a queue listening to background music, we are then periodically informed that our call is “very important” to the business in question. No matter how sincere and genuinely intended the recorded message is, callers might […]

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Exceeding Customer Expectations in an Ever-Changing World

Monday, September 23rd, 2019

There can be no doubt that technological advances have brought about many changes over the last 20 years, and inbound call centres, be they in house or outsourced, such as ourselves here at mplcontact Sutton Coldfield, have had to evolve too. With much information now available at the fingertips of every smart phone owner, some […]

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Digital Transformation and Customer Services

Wednesday, August 21st, 2019

With global technology evolving so fast, the ongoing digital transformation of our daily lives shows no sign of relenting.  Examples include watches that regularly track every heartbeat and step that we make, the once humble refrigerator that can now be programmed to order food, and, with the power of social media, headline news that breaks […]

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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