The Rise and Rise of Customer Expectations!

Friday, May 17th, 2019

There is no escaping the fact that whatever the size of a business, its customers are always right!

With everything now instantly communicated, being shared and commented upon through an ever-expanding landscape of social networks, callers to inbound call centres (be they in house or externally based like us here at mplcontact Sutton Coldfield) are seeking better and better service delivery outcomes.

As these consumer expectations continue to rise, companies will have to pay close attention to the allocation of customer service budgets in order to stay one step ahead. 

Of course, the efficient use of social media can save time and money and when used correctly they can be superb channels for customer services teams. For example, if call capacity is peaking, a short message targeted at customers via Twitter or Facebook might provide for a speedy resolution.

Whilst some corporations have adopted a 100% online approach, research has indicated that the telephone is still a preferred contact method for many consumers. As it always makes good business sense to ensure that customers can make contact on their own terms, verbal communication via the telephone is seemingly here to stay for the foreseeable future.

Whilst callers to customer services will always want any issues solved in the shortest possible time and with the least possible inconvenience, a business’s inbound call centre service will most likely be judged on its ability to determine what each caller really wants to achieve by way of an outcome. Such actions are vital in order to protect and grow a business’s online reputation and to encourage repeat business, so it’s always best to ask for and then record any caller feedback.

It’s really no wonder that many businesses struggle to keep up with this constantly evolving communication landscape. 

If we can help with any of that, call mplcontact Sutton Coldfield today on 0121 362 7001, or, alternatively, just complete our online enquiry form by clicking the link HERE and one of our friendly experts will be in touch to see how we can help you and your business.

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