Call Handling Services

Our call handling services mean you can always be there for your customers or never miss an order again…

We provide a seamless call handling service, where we work closely with your team to enhance your current customer experience. We operate a 24/7 call handling service so whenever you experience an increase of calls, need support during seasonal or campaign peaks or during staff absences we can provide you with the call handling solutions that you need. We expertly blend into your own company, ensuring your customers get the best possible experience.

Would you like more time to grow your business?

We have the solution for you…

Our call handling services include:

As one of the leading providers of inbound call handling services in the UK, providing exceptional customer service and call and email handling is what we do. We can be there for your customers 24 hours a day, seven days a week with our 24/7 call handling services. We can also take the strain during busy periods with our call handling overflow solutions. You can even outsource all your calls to us if you prefer, providing you with more time to focus on other areas of your business.

No need to worry about having to invest in the latest technology, increasing your office space and equipment, recruiting additional trainers or team leaders and hiring additional employees for peaks – mplcontact have all the latest technology and skilled, qualified staff so that we can expertly handle your customer contacts.

Whether you want to outsource all of your call handling, or use our overflow, out of hours or flexible dedicated solutions to provide a great customer experience, we can help.

Call Handling Bureau Service

Our bureau service is an on demand shared service model. This means our agents work across multiple accounts and answer your calls when they are received quickly, ensuring that you only pay for time actually spent on one of your customer calls. Our bespoke scripting application works alongside our robust training and quality teams to ensure that all calls are handled professionally, accurately and consistently, and give your customers the best possible impression of your business.

All of our agents are recruited according to their customer services skills and background, and relay the friendliness and professionalism in their tone of voice with each call handled.

Our flexible bureau solution means that we are always available to take your calls, and deliver the same high quality to each and every call irrespective of the volume, whether that be 5 or 1000 calls per day.

This approach delivers a cost effective and quality solution ensuring that your customers needs are met, orders are taken, your calls are answered and your reputation is maintained.

Call Handling Up-Selling

MPL contact’s agent training and operational approach maximises every opportunity to upsell or cross sell on your behalf, so that you never miss an opportunity for a sale.
How we can help:

  • System prompts identify appropriate opportunities within a conversation to upsell
  • Objection handling prompts are automatically included to help our agents increase take up
  • We establish ‘buddy’ systems and an environment of competition to ensure that agents remain keen to reach their full potential
  • Reward schemes are designed for both teams and individuals to drive up conversion rates
  • Dynamic dashboards show targets and achievements for individuals and the team as a whole throughout the day
  • We work with your training staff to ensure that the approach across our team and yours is seamless.

If you are looking to outsource any aspect of your call handling and wish to discuss the best solution for your business, please contact us today or call Siobhain on 0800 0835 159.

Case Studies