The Retail Industry, COVID and Call Centres

Friday, September 24th, 2021

The past eighteen months have been a real rollercoaster for many retail businesses.

Store closures, supply chain issues together with an e-commerce boom have meant that in house customer services have had to either constantly adapt and improve or risk overwhelm. 

Digital literacy has increased dramatically amongst those who have out of necessity found themselves online throughout lockdown, and as many will be far more likely to now transact in this way post-pandemic, the focus has shifted from the high street. That said, with the popularity of click and collect services, for other businesses, it has created a very lucrative hybrid model of a brick-and-mortar presence on the one hand and eCommerce on the other.

Either way, it is clear to see that this pandemic induced change in customer behaviour is very much here to stay. Consequently, when prospects or customers are now seeking support, it can be helpful for businesses to utilise chatbots, social media and email to augment their existing customer service offering. 

The need to rely more on omnichannel communications to keep up with the ever-changing digital landscape has meant that many businesses have benefited from using an outsourced call centre. Modern contact centres, such as ours here at mplcontact Sutton Coldfield, Birmingham provide flexible and efficient, cost-effective alternatives when compared to many in house solutions. 

So, if your business is struggling to adjust to the ‘new normal,’ and either you and/or your team want to know more about how our comprehensive multi-channel outsourced inbound call centre could help with that, call mplcontact Sutton Coldfield today on 0121 362 7001 for a confidential, no-obligation chat with one of our friendly experts. Alternatively, just complete our online form HERE and one of our team will be in touch.

We very much look forward to hearing 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