Customer Helpdesk Provision

Your in-house helpdesk team is a highly trained, knowledgeable resource but if their time is taken up with routine enquiries for your customers then productivity falls.

mplcontact agents are trained to quickly identify the caller's issue, usually using keywords built into your call handling application. The technology they use then guides them through processes defined by you to assist the caller either by resolving their issue during the call or by escalating it to one of your in-house experts or on-call team members.

mplcontact can help you build a rapport with your customers, even if their request for assistance is the very first time they have contacted you, by incorporating a ‘welcome’ or acknowledgement email or text message facility into your service. Using templates defined by you, we can despatch an immediate personalised communication to your new customer confirming details of their enquiry or service request and including relevant promotions, calls to action or contact details which your customer will find useful.

Bureau and dedicated agents available 24/7/365
Absorb seasonal, weekly and contractual fluctuations in demand by using our scalable services
B2B and B2C technical support experience
Comprehensive end-to-end audit reporting and digital call recording as standard.