With over twenty years of experience, mpl contact are experts at providing outsourced contact centre solutions.

Traditionally, the challenge of providing additional outsourced resource in a world of fluctuating demand can be difficult when your choices are an on demand bureau solution, or a fixed dedicated team.

Although a bureau solution has its advantages in providing access to resource to respond to peaks in customer demand quickly and in a uniform manner, it is not necessarily the best solution commercially or operationally where there is both volume and complexity.

A fixed dedicated team has its advantages in the depth of knowledge that can be retained by agents, and is typically cheaper where there is the ability to commit to a level of resource on a monthly or annual basis. However, in this situation you may have a higher cost per transaction during quieter months, or when volumes do not materialise against forecast.

MPL team meeting

That’s where our Flexible Dedicated solution comes in…

With our Flexible Dedicated offering, mpl contact is able to offer you the savings normally achieved through a dedicated model, but without having to commit to agent hours that are fixed for a 12 or 24 month term. Conversely it also allows you to ramp up the head count for times when it is specifically needed, without having to rely on bureau on demand resource, where the cost per call can be comparatively high.

There are many benefits using our flexible dedicated support…

  • No need to worry about space, technology or hardware.
  • Peace of mind that you are getting the best value commercial model.
  • Knowledge that calls will be answered even if above forecast due to accessing on demand resource to support your dedicated agents.
  • Reassurance that if volumes do not materialize, you will not be exposed to agent costs for a lengthy contract duration.
  • A sustained level of quality delivered from skilled agents.
  • No headaches of having to cover unplanned staff absence.
  • No need to carry additional overheads for support functions such as training or performance management.
  • Our flexible staffing models make it very cost effective.
  • We have disaster recovery plans in place, to increase reliability and give you peace of mind.
  • We have exceptional customer service experience, ensuring your customers are delighted.
  • Ability to offer extended opening times by leveraging on a combination of fixed resource during core hours and bureau during out oh hours.
We have many examples of recognizable client names who are currently benefiting from this solution. If you would like to find out how we can help you, please contact Siobhain on 0800 012 5923.

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