Established in 1994, MPL Contact is one of the UK’s leading providers of outsourced contact centre solutions with an impressive and diverse client list that includes Westminster Collections, Page One Communications and OpenRent. From contact centres in Nottingham and Belfast, the company provides its clients and their customers consistent high-quality service delivery, whether it’s completely managing their entire operations, providing vital support during peak periods, daytime, overnight and weekend cover, or as a trusted resource, as part of their disaster recovery and business continuity strategies.
To offer this round-the-clock service, MPL Contact has invested in its technology infrastructure, across its two sites including ACD, CTI, IVR, scripting, database, messaging, workflow, scheduling, reporting and business applications. Mark Menhennet, Managing Director at MPL Contact explains:
“This high-end technology enables our agents to optimally manage telephone calls, emails, web chat and texts on behalf of our clients.”
Mark Menhennet, Managing Director, MPL Contact.
Central to MPL Contact’s impressive inbound operation is Noetica’s Synthesys™ Interaction Studio which provides intelligent call scripting capabilities, and SABRE™ (Skills & Ability Based Routing Engine), which delivers a dynamic new approach to skill-based routing. By continuously assessing and scoring all agents capability in real-time, SABRE™ ensure customers are only ever connected to the agents best suited to handle their enquiries, based upon their performance at that exact moment.
For more information on Noetica’s Synthesys™ Interaction Studio read our full case study.
Chief PR Ltd
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