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Call out and escalation services
mplcontact is unique in the UK contact centre industry as the outsourced services we provide are all underpinned by our own technology. We can easily integrate with your own back office systems so that our agents can keep you and your mobile field service staff up to date in real time.
mplcontact works with organisations of all sizes and in all industry sectors supporting their on-call staff and providing comprehensive contact centre services that meet even the most complex of requirements.
Our technology - intelligentContact (iContact) - allows our agents to quickly and accurately identify both the caller's issue and the resources required to resolve it as well as automating the management and tracking of that issue through to closure so your customers are always satisfied.
We can handle either all your service and call-out requests or we can just take overflow and/or out-of-hours calls. We can work with your third party contractors, mobile workforce, skills- and location-based rotas, time-of-day rules and can incorporate secure access to your back office systems to create one agent desktop from which all inbound contact and subsequent outbound activities are managed.
- Bureau and dedicated agents available 24/7/365
- Absorb seasonal, weekly and contractual fluctuations in demand with our scalable resources
- Quickly add new staff, locations, contracts, SLAs and services into our call handling
- Mobile Workforce technology developed in line with Windows Mobile 7 – available as stand-alone solution or as part of a complete outsourced facility
- Two-way communication with lone workers, checks and actions for missed communication and automated escalation procedures when needed
- Comprehensive audit reporting and digital call recording as standard
- Integral Business Continuity resources at your disposal for unexpected disruptions to your business.