Tips for Call Handling from MPL Contact Sutton Coldfield

Friday, February 20th, 2015

The businesses who have outsourced their call handling to mplcontact Sutton Coldfield already know that their callers get a really professional response from us at all times. For those who have not yet taken the plunge and outsourced their businesses call handling, here are some tips that may be helpful.

For those businesses (and indeed some call handling services) that follow a non tailored and inflexible script, the end result is that sometimes the operator in question may sound both bored and/or not particularly interested in what the customer has to say. Whilst guidelines and boundaries are essential, creating the impression that the conversation is free flowing and displaying empathy will pay dividends every time.

Sometimes prospects or customers will call because they are angry and frustrated. Great call handlers keep calm at all times, and are required to avoid an argument no matter what the provocation. In these circumstances, even the most irate caller will calm down given that in reality they are only too well aware that the handler is not personally responsible for their particular issue.

It would be great if all irate callers were aware that it can be equally stressful for the person on the other end of the line so that they then only spoke to handlers in the same way they would expect to be spoken to if the roles were reversed, but sadly this is seldom the case.

Call handling in some businesses can mean speaking to people who have recently been through a personal crisis or bereavement. In that event, here at mplcontact Sutton Coldfield, we train our staff to be patient and sympathetic at all times.

Lastly a great outsourcing company will ensure that callers are given good quality information and that calls are transferred or escalated on a case by case basis and in line with agreed protocols.

So, whatever your business, the chances are that it could benefit from our call handling services. Give mplcontact Sutton Coldfield a call today on 0121 362 7001 (or alternatively freephone 0800 018 6009) and we will be delighted to help.

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