Call Out & Escalation Outsourcing Services - MPL Contact Call Out & Escalation Outsourcing Services - MPL Contact

MPL Contact 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.

Our Call Out & Escalation service

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.

Our Call Out & Escalation Service

Adapting to your processes

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 MPL Contact Guide to Outsourcing for Facilities Management

If you are considering an outsourced call centre solution,
please contact us on 0800 088 7899

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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Niche Retailers

MPL Contact provides a range of 24/7 call handling solutions to a diverse portfolio of specialist retailers with both a domestic and global customer base.

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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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