Geoff and his team at mplcontact has helped us with a wide range of back up contact centre services over a number of years. Their flexibility, responsiveness and service levels have been outstanding.
Clare Jones – Head of Resource Planning.
Our Property Division manages such a diverse portfolio that no one call is ever the same.
The mplcontact agents support our in-house team, particularly during out-of-hours periods, identifying and managing these differing requests to ensure the correct contractor is sent to the right premises. The data we receive about these calls helps us to monitor both contractor effectiveness and any possible issues with premises or equipment.
The flexible, scalable nature of the mplcontact helpdesk service helps us to provide consistent support to all our premises. The Property Division services our stores, funeral homes and residential stock and our contractors are out there undertaking both planned and reactive maintenance tasks. So no day is ever the same; we might have just 1 or maybe 100 requests for assistance and mplcontact agents have to be accurate and precise to ensure our engineers receive the information they need to do their job.
Stuart Auger, Society Facilities Manager
Anyone can deliver an outsourced contact centre service, but we wanted something very different – a service where our calls were answered by people who really understood our business – and hence our customers’ needs. The combination of mplcontact’s proven people skills and innovative contact centre technology has really delivered for Centrick Property.
Our Estate Management business operates many facilities with dedicated caretakers, who we need to supervise especially if they’re working alone at night. Our mplcontact service knows to expect calls every two hours from staff working alone. If this doesn’t happen the lone worker is sent a reminder text, and if there’s still no response they receive a call. This can then be escalated to appropriate management if there’s a concern. It is a natural extension of our out-of-hours mplcontact helpdesk service, and a good illustration of how we’ve been able to refine our outsourced service to meet changing requirements.
When our customers call it’s usually because they have a problem with their property and need some help, so the more information agents have to hand the better able they are to respond effectively.
It’s also important that agents have access to additional information that can help them make decisions. For example, if we get a call from a tenant saying the water’s off in their block, then the chances are we’ll quickly start getting contacts from other tenants in the same property. Being able to see the full picture is really important for Centrick Property’s customer
James Ackrill – Chairman
Geoff Southall and his team at mplcontact have provided us an excellent service in taking our overflow calls during peak hours.
They have also provided us with an out of hours messaging service and have facilitated our 24 hour emergency facility, calling out jobs where necessary to our designated network of maintenance contractors in dealing with property maintenance.
I would be happy to recommend Geoff and his team to any company which is expanding and in need of additional telephone answering services.
David Clinton – Managing Director