Author: Rachael Smith

New Contract Win – JLA

Mpl Contact are delighted to announce that they have been awarded the contract to handle all out of hours calls for JLA, the UK’s leading provider of commercial laundry, catering and heating equipme...

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Phone Etiquette – Our Top Do’s & Don’ts

There have been so many technological advancements over recent years that have benefited businesses, from crowd-sourced funding for start-ups to time-saving ‘tap and pay’ with Visa contactless. ...

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Public Speaking Techniques To Improve Your Confidence

According to a YouGov survey last year a huge 83% of the population don’t think they are ‘good’ at public speaking. That leaves for a lot of uncomfortable Brits who will find themselves i...

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Is a human touch still needed with call centre automation?

More and more of everyday life is becoming automated through developments in artificial intelligence (AI), making interactions with “robots” a common daily experience. Artificial intelligence ...

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Brace yourself, Winter is coming!

Brace yourself, Winter is coming! Whatever weather is forecast for your business, get ahead of the game and be prepared. Forewarned is forearmed. Are you able to handle any seasonal peaks irres...

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5 tips to help you make the most of web chat

Developments in technology means that customer service has evolved from simply in store and phone support, to customers being able to email and use social media to chat to the customer service team.

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How to Comply With Ofcom’s Updated Guidelines

If your call centre makes outbound calls, it is essential to comply with Ofcom’s updated guidelines. These guidelines have been updated to reduce the number of silent or abandoned calls received by the public, which can lead to worry or anxiety in some cases

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5 things to consider when selecting an outsourced customer service provider

At the centre of every business is the customer. While many businesses engage with outsourced customer service providers to reduce overheads and streamline their customer service provisions, many face challenges if the third party is unable to provide the same level of customer service that is expected from the organisation.

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How will artificial intelligence work with your contact centre agents?

AI has been widely discussed as a threat to human jobs for almost five decades, but we’re here to tell you; have no fear. AI can be a saving grace for contact centres. It can offer customers an ideal combination of relatable human interaction with the enhancement and reliability of service that this technology can offer.

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Why will 47% of callers hang up if they hear ‘your call is valuable to us’?

Completed by over 2000 people, the survey revealed that nearly half (47%) found that being told that that their call is valued was the most annoying call-queue feature, followed by being directed to the company website (28%) and then being told that all operators are busy (11%).

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5 ways you shouldn’t be monitoring call quality

Monitoring the call quality of your agents is one of the most useful ways to improve your service and please your customers. However, there are some mistakes that companies often make when it comes to monitoring and improving the quality of their calls.

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Is your contact centre ready for an emergency?

There are many scenarios where your contact centre could be impacted by an emergency: weather, natural disasters, fires, epidemics, along with computer and human failure. Disasters and technology failure can come without warning, and this can be detrimental to your contact centre, resulting in a lot of downtime, excessive wait times and a drop in customer satisfaction.

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