About Us – Call Centre Services, Sutton Coldfield
With the burgeoning growth in routes to contact consumers, clients and suppliers, our previous trading name of Message Pad was changed to mplcontact to reflect this.
Together with our technology division, mplsystems, we have become the UK’s leading provider of contact centre solutions and outsourced services and consulting services. We are in a unique position with our intelligentContact technology being used in our contact centres and those of our clients, both in the UK and internationally.
Meet the Senior Team
Geoff Southall – Director
Since he set up the mplcontact Sutton Coldfield office in 1997, Geoff has grown the business so that it now has a wide range of Service, Manufacturing, and more recently, Public Sector clients.
More specifically, and calling on his extensive background in Customer Services, Geoff specialises in developing tailored and cost effective strategic solutions to client and prospective client problems.
Linda Marshall – Office Manager
Linda is responsible for all operational staff recruitment, training and service delivery across the client sectors, as well as for day to day customer service and information liaison.
Prior to joining mplcontact in 1997, Linda held various management roles, specialising in Personnel and Training.
All our contact centres use our multimedia contact handling platform, intelligentContact, which incorporates all the elements of traditional contact centres, incorporating ACD, CTI, IVR, scripting packages, workflows, scheduling and reporting packages.
mplcontact is also a Microsoft Gold partner and has ISO 9001 accreditation.
So how can we help you?
Why not CALL US TODAY on 0800 018 6009 to find out what mplcontact can do for YOUR business.
Call Centre Services
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.
Callout and Critical Response Services
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.
Telephone Answering and Messaging Service
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.
Why not complete the enquiry form or call 0800 018 6009 to find out what mplcontact can do for YOUR business.
Need More Information?
Find out what mplcontact can do for YOUR business.
Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.
Stuart Auger | Midlands Co-operative Society