mplcontact will work closely with you to understand the needs of your business and those of your clients and come up with a script that reflects this. Calls are designed to flow so that callers get an experience and resolution that mirrors that that they would have had in speaking with your own staff.
Working alongside mplcontact will free up your team to deal with business critical tasks rather than answering the phone.
This can include MultiMedia contact handling including receiving\actioning emails, web forms, webchat and text communication.
Outsourcing to mplcontact does not mean that you will lose control of your processes. Using iAccess you can monitor the performance of your outsourced call centre. This provides you with a secure 24 hour access to realtime performance analysis. You can also update your account, listen to call recordings and generate historical reports. A powerful tool to monitor your outsourced facility – available to view whenever and wherever you need to.
Whether you just need out of hours coverage or a completely standalone 24/7 service, mplcontact can provide you with a comprehensive and failsafe service using its network of contact centres throughout the UK. We would build with you a script incorporating precise data capture requirements, possibly including some diagnostic questions to ensure that the correct engineer\specialist can be called out to respond to your caller’s request. The determination of the correct person could be on the basis of specialism or location or some other criteria that would be built into the scripting.
Calls, emails, or texts can be routed to whichever Contact Centre is appropriate for the caller and to one that has a call handler available with the relevant skill set and training to manage your requirements.
In the event that a centre is not available, maybe due to a power outage, the call will automatically trip to another centre where it can be dealt with seamlessly. Business continuity is assured.
Organisations and businesses of any size can experience unplanned for spikes in telephone calls. First impressions count and by working with mplcontact you can ensure that every one of your callers get a positive first impression and high quality customer service whatever time of the day or night they call. For smaller businesses we can be your complete virtual office and for larger organisations you could simply overflow the call peaks across to us to be certain that all calls are answered and your organisation’s professional image maintained.
Why not complete the enquiry form or call 0800 018 6009 to find out what mplcontact can do for YOUR business.