Call Handling for Niche Retailers Call Handling for Niche Retailers

MPL Contact provides call handling solutions to a number of specialist retailers with a domestic and global customer base. Many require a 24/7 solution which meets the needs of the callers, whether that’s for simply placing an order, or for more technical support. These customer interactions are often across multiple channels, including voice, email and webchat.



MPL Contact provides a host of different services to  respond to the retailers individual needs including: 

» Customer support

» Secure payment card processing

» Email communications

» Web chat communications

» Knowledge management handlers

» Out of hours call handling (including customers in differing time zones)

» Agents who can provide end to end sales  advice and up-sells where appropriate



» Extended opening hours 

» Increased penetration of overseas territories 

» Capacity for marketing campaigns and seasonal peaks 

» Guaranteed support for emails /  web chats 

» Up-sells and maximisation of every  order opportunity 

» Insight into source codes and marketing effectiveness 

» Opportunity to take advantage of media slots that might be available at short notice 

» Cost effective solutions 

» Seasonal support without additional fixed overhead or assets needed 

Take a look at our recent case studies

Key Advice

Due to an increase in their marketing activity, Key Advice needed additional support to direct calls to the necessary teams to capitalise on new opportunities and leads

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The Happy Puzzle Company

An increase in demand created a need for a larger team to help support inbound calls, provide excellent customer service and maintain the high standards already established within their in-house team.

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Providing a solution that ensures A2’s commitment to their tenants that all calls to their out of hours helpline are answered professionally, and that issues are dealt with quickly and efficiently.

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