We pride ourselves on being the trusted contact handling partner for over 1000 clients from some of the top brands to small businesses. We manage inbound and outbound contacts - phone calls, email and social interactions - providing 24/7 cover across our highly resilient network of 6 UK contact centres.
mplcontact is the outsourced services division of Message Pad Ltd, which was established in 1994 to provide outsourced contact centre services to businesses and organisations of all sizes and in all industries.
With a UK-wide network of contact centres, located in Edinburgh, Sutton Coldfield, Winchester, Nottingham, Portsmouth and Belfast, we provides services on a 24/7 basis have unrivalled resilience; we can offer our clients, and their customers, consistent service delivery and business continuity capabilities even during the most inclement weather, flu outbreaks or transport disruption through our ability to distribute calls across the entire network of centres.
All our agents are comprehensively trained before commencing work for any client and this training is a well defined process developed by our Training Manager. Each agent is helped to achieve our high standards, both during their initial training and on-going, through an established routine of mentoring, reviewing of call recordings, side by side monitoring, customer feedback, silent monitoring and refresher sessions. Much of this training is delivered using high levels of participation and multi-media tools. Agents have the opportunity, and are actively encouraged, to gain NVQ qualifications in Customer Service Level 2 and Contact Centre Operations Level 2.
We are especially proud of the fact that our staff attrition rates are significantly lower than the industry average and we attribute this to our training, team working and the fact that our contact centres are smaller than the industry norm, making them pleasant places to work in which require fewer tiers of management.
This continuing investment in our network and, most importantly, in our agents helps us to provide a consistently high quality of service to all clients, large and small, whether they use us for ad hoc reception cover, seasonal campaign support or for complex technical helpdesk solutions.