So how well does the average customer services department cope with variations in demand?

Friday, June 3rd, 2016

For businesses that find that they are “stretched” during peak periods, an inbound call centre like mplcontact, which provide contact centre services in Birmingham, can help improve the overall customer experience.

There is some evidence to suggest that irrespective of where in the world they may be located, consumers will not hesitate to change a brand or service following just one unfortunate customer services experience. Furthermore, it is highly likely that in the majority of these cases, the businesses in question could have done something to rectify matters before it was too late, but were either unaware of the problem or simply chose to do nothing anyway.

In fact, following advances in smart phone technology which now allow consumers the opportunity to make calls or interact online wherever they may be, it is now even more important for customer services departments to get things “right first time” given that in the event of a problem or query many consumers seem to expect an almost instantaneous response from their chosen social media channel.

As the number of available communication methods multiply, businesses handling high volumes of calls must be prepared to either upgrade their communications infrastructure or otherwise outsource some or all of the work to ensure that they can keep pace with customers’ expectations.

Putting together an omnichannel communication system that integrates voice, video and online interactions is not for the faint hearted or those operating on tight budgets, and that’s where fully equipped and up to date call or contact centres can really deliver.

With affordable solutions for every business from SME’s to multi-nationals, discover how mplcontact of Sutton Coldfield, Birmingham can help. Call us on 0800 0186009 today or alternatively just click HERE to enter your details and we will be delighted to hear from you.

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