back to listings SME Profile: mplcontact
8 Emmanuel Court, 10 Mill Street, Sutton Coldfield, B72 1TQ
What we do - telephone answering and call centre services
Whether you need some simple telephone answering and call handling support as your business grows, or have a short term project, new campaign starting or are looking for a longer term strategic outsourced partnership, mplcontact's people and expertise will help you implement the most effective solution to meet your requirements and the expectations of your clients. mplcontact offers a telephone answering service, customer response service, emergency callout service, mail order response, virtual office - either as a totally outsourced resource or integrated with your Customer Service Team.
Why use us for your telephone answering and call centre services?
With a UK-wide network of contact centres, located in Edinburgh, Sutton Coldfield, Winchester, Nottingham, Portsmouth and Belfast, we have unrivalled service resilience for business continuity. Built upon our experiences gained over almost 20 years, more than just telephone answering, mplcontact offers the most comprehensive bureau or outsourced service.
From complex Customer Service type call handling to dealing with Emergency Callout requirements to simple telephone answering and messaging, mplcontact people and expertise can be drawn upon to develop with you the most effective service for your organisation.
mplcontact will work closely with you to understand the needs of your business and those of your clients and come up with a script that reflects this. Calls are designed to flow so that callers get an experience and resolution that mirrors that that they would have had in speaking with your own staff.
Working alongside mplcontact will free up your team to deal with business critical tasks rather than answering the phone.
This can include MultiMedia contact handling including receiving\actioning emails, web forms, webchat and text communication.
Outsourcing to mplcontact does not mean that you will lose control of your processes. Using iAccess you can monitor the performance of your outsourced call centre. This provides you with a secure 24 hour access to realtime performance analysis. You can also update your account, listen to call recordings and generate historical reports. A powerful tool to monitor your outsourced facility – available to view whenever and wherever you need to.
Whether you just need out of hours coverage or a completely standalone 24/7 service, mplcontact can provide you with a comprehensive and failsafe service using its network of contact centres throughout the UK. We would build with you a script incorporating precise data capture requirements, possibly including some diagnostic questions to ensure that the correct engineer\specialist can be called out to respond to your caller’s request. The determination of the correct person could be on the basis of specialism or location or some other criteria that would be built into the scripting.
Calls, emails, or texts can be routed to whichever Contact Centre is appropriate for the caller and to one that has a call handler available with the relevant skill set and training to manage your requirements.
In the event that a centre is not available, maybe due to a power outage, the call will automatically trip to another centre where it can be dealt with seamlessly. Business continuity is assured.
Organisations and businesses of any size can experience unplanned for spikes in telephone calls. First impressions count and by working with mplcontact you can ensure that every one of your callers get a positive first impression and high quality customer service whatever time of the day or night they call. For smaller businesses we can be your complete virtual office and for larger organisations you could simply overflow the call peaks across to us to be certain that all calls are answered and your organisation’s professional image maintained.