Call Handling FAQ

How can I control and monitor my spend / costs?

We send you a fully itemised invoice each month with every call displayed and the handling time. You are also able to view your current call volumes and handling times easily and at any point during the month by accessing your reports via our portal


I have no idea of my contact volumes – can you help?

Most definitely. We can help you plan for known or unknown volumes and have capcacity and contingency for a range of needs


Are you in the UK?

Yes, we are based in the UK


Are you able to handle all types of customer contact?

Yes – we are a fully multi media contact centre


I am not sure how I want the calls to be handled – can you help?

Our management team consists of many years customer service and contact centre experience and we are able to guide you to the best call handling solution


How will I stay close to the customer experience?

We will allocate you an account manager, plus give you extensive access via a portal to your fully customisable reports and call recordings. We also conduct business review meetings at a frequency to suit you.


How does MPL’s telephone answering service work?

We build bespoke call handling scripts or business processes to suit your needs and allocate you a ddi (telephone number) which then pop the script to our trained agent’s when a call is presented.


Is there a contract for your call handling service?

Typically we have a 12-month minimum term, however, if you need more flexible terms or support for shorter campaigns then we’d still be happy to talk.


Are you 24/7?

Typically we have a 12-month minimum term, however, if you need more flexible terms or support for shorter campaigns then we’d still be happy to talk.


How do I set up an account?

We will guide you through the process to ensure the solution fulfills your needs and avoids any unplanned for scenario’s


How can I manage my account?

We will allocate you an account manager, plus give you extensive access via a portal to your fully customisable reports and call recordings. We also conduct business review meetings at a frequency to suit you.


How will your team know how to answer our calls?

We allocate a ddi to your account which is linked to your agent skill set profile and then delivered directly to our agents.


What happens with nuisance or spam calls?

We are able to block any spam / junk / malicious cli’s


Do you offer call recording?

Yes and this is provided within the guidance of GDPR stipulations


How do i manage my number and services?

We will allocate you an account manager, plus give you extensive access via a portal to your fully customisable reports and call recordings. We also conduct business review meetings at a frequency to suit you.


Can I listen in to phone calls?

Ofcourse! We encourage it and will give you access to all your call recordings plus invite you to jointly score the quality with our team should you wish


How long does it usually take to setup my call center?

It depends on the complexity and scale, but typically anything from a few days to a few weeks.


Do you guarantee data security?

Yes. All our systems and processes are fully compliant with the latest GDPR requirements


What are the languages can mpl contact handle?

We currently have only English speaking agents, but do however offer an interpreting solution via a partner in providing language solutions


What sectors do you specialise in?

We have experience across a huge number of sectors, many of which also have transferable skills