For many businesses outsourcing can be a daunting process; we guarantee to take the hassle out of the partnership and can launch a new service to meet your bespoke requirements in a matter of days. Our experience of working with thousands of clients has helped us develop our leading edge technology which supports our skilled agent workforce. We are experts in project management and leveraging the benefits our technology brings to deliver a superior service with minimal resource and investment from your side.
With 17 successful years in the industry, mplcontact has a wealth of experience in setting up a range of projects from the simple to the complex.
Whether it is the first time you have worked with a contact handling partner or not, and whatever the complexity and timescales of your requirements, our implementation team will work with you to fully understand your precise needs, select and train an experienced team of agents and develop an application to support your individual requirements and processes.
You will be appointed an Account Manager to guide you through your service implementation with our ten point plan:
- Receipt of your confirmation to proceed
- Define your processes, data exchange requirements, delivery rules and anticipated contact volumes
- Draft a service specification document produced by an mplcontact Customer Analyst
- Completed specification delivered to you for feedback or sign off
- Telephony details supplied by mplcontact
- Contact handling application built and tested by Customer Analyst
- Application tested by our Operations team
- mplcontact agents trained and tested, with your support if possible
- Service goes live
- Post-implementation review.
Your contact handling application is created within our own contact management technology; all our contact centres use MPL intelligentContact technology, developed by our technology division, mplsystems.
intelligentContact automates all the decision making during a call as well as any database updates, system reminders, message delivery and prompts for checking spellings, email address and telephone numbers taken during a call. This degree of guidance significantly reduces the stress on our agents, minimises the chance for errors to creep in and enables our agents to concentrate on the softer customer service skills required in call handling.