Enhancing your customer’s experience

Tuesday, May 3rd, 2016

Why strive to offer the best possible customer experience? It’s generally accepted that it costs far more to generate new customers than to retain the ones you already have. If that’s true, how can customer services departments help transform a first time customer into a lifetime advocate for your business, someone who is very happy to recommend it to all their family, friends and business associates for many years to come?

Whether an initial contact is made in relation to a simple query or perhaps a problem that has developed, the way that the customer feels they have been dealt with during that interaction will drive the outcome.

Whether it is a query that is then quickly and efficiently dealt with, or perhaps a more serious issue, providing the customer feels they have been listened to and dealt with sympathetically and professionally, then it always reflects well on the business in question. Defined outcomes which have a timeframe and next steps which are simply conveyed are likely to win out every time.

This is where a contact services centre like mplcontact Sutton Coldfield can really help.

When our clients customers reach out to us, not only are we very happy when taking calls to work within our clients own procedures, but we are also able to work collaboratively over time to help refine the approach taken.

Our objective is always to maintain great response times and provide speedy resolutions (as defined by our remit). We can provide this service 24/7 using telephone support and across the other digital platforms included in our full range of contact centre services. Birmingham, being England’s second city and with its central location, is an ideal place for our UK inbound call centre. Furthermore, our staff are meticulously trained to integrate seamlessly with any existing in-house departments thus ensuring that our clients are always very well represented.

Outsource for a better customer experience

In short, we offer a partial or complete outsourced help desk and/or customer services solution and so much more. By way of example, this may include covering  overflow calls during busy times, providing additional  support to escalate call out calls during unsocial hours or even possibly monitoring  social media enquiries in the round.

Put simply, it is our contention that by using our outsourced services, a business may be better placed to focus on other pressing matters such as generating those new customers!

So if you want to know more about how mplcontact in Birmingham can help create a better customer experience, please call us today on 0800 018 6009 today or alternatively, just complete the online enquiry form HERE.

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