Call out & Escalation

mplcontact’s call out and escalation services keep you, your on-call staff and field-based engineers up to date with issues in real time

Download the mplcontact Guide to Outsourcing for Facilities Management

mplcontact works with organisations of all sizes and in all industry sectors, supporting their on-call staff and providing comprehensive contact centre services that meet even the most complex of requirements.

No matter what size your company is, it can have a huge negative impact on your team and your company, if your staff are behind on issues they should know about. We can help as much or as little as you need us to, taking on your entire call service or smaller needs.

Our contact management applications allow our agents to quickly and accurately identify both the caller’s issue and the resources required to resolve it.  All jobs can be automatically tracked through to completion so you can be sure your customers are satisfied and that you are meeting your SLA obligations.

We can handle either all your service and call-out requests or we can just take overflow and/or out-of-hours calls. We can work with your third party contractors, mobile workforce, skills- and location-based rotas, time-of-day rules and can incorporate secure access to your back-office systems so that jobs and updates are with you in real time.

  • Helpdesk agents available 24/7/365
  • Absorb seasonal, weekly and contractual fluctuations in demand with our scalable resources
  • Quickly add new staff, locations, contracts, SLAs and services into our call handling
  • Two-way communication with lone workers, checks and actions for missed communication and automated escalation procedures when needed
  • Comprehensive audit reporting and digital call recording as standard
  • Integral Business Continuity resources at your disposal for unexpected disruptions to your business.

Download the mplcontact Guide to Outsourcing for Facilities Management

If you are considering an outsourced call centre solution, please contact Siobhain on 0800 0835 159.