Helpdesk solutions

mplcontact provides outsourced helpdesk services to support your own team when they are busy or to cover the out-of-hours periods when your customers still need your services

mplcontact’s helpdesk agents are trained to quickly identify your caller’s issue and then our technology guides them through your processes to either resolve the issue during the call or to escalate it to one of your in-house experts or on-call team members.

Our agents will help you build a rapport with customers, even if their request for assistance is the very first time they have contacted you. We can incorporate a ‘welcome’ or acknowledgement email or text message facility into your service to reassure your customers that assistance is on its way or to confirm details of their enquiry or service request. Simultaneously, we will send you details of the issue, resolution and steps taken to alert your on-call or in-house team. If you wish, we can work directly with your back office systems and databases to log jobs and services requests and to check for parts and appointment slots.

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

Image of Centrick Property logo“Anyone can deliver an outsourced contact centre service, but we wanted something very different. We needed a service where our calls were answered by people who really understood our business – and hence our customers’ needs. The combination of mplcontact’s proven people skills and innovative contact centre technology has really delivered for Centrick Property.”

James Ackrill, Group Chairman, Centric Property

Image of Adactus Housing logo“The feedback from our customers, internal staff and engineers is that everyone is absolutely delighted with the mplcontact service and they continue to impress us with their commitment to developing a solution that is right for us and our customers. Last year, Adactus received 50 complaints about the out of hours service; with mplcontact working for us, this has dropped to zero demonstrating the professional, right-first-time service our customers now receive.”

Chris Smith, Operations Director, Corporate Services, Adactus Housing Group

Image of Midlands Cooperative logoThe flexible, scalable nature of the mplcontact helpdesk service helps us to provide consistent support to all our premises. The Property Division services our stores, funeral homes, and residential stock and our contractors are out there under-taking both planned and reactive maintenance tasks. So no day is ever the same; we might have just 1 or maybe 100 requests for assistance and mplcontact agents have to be accurate and precise to ensure our engineers receive the right information they need to do the job.

Stuart Auger, Society Facilities Manager, Midlands Co-operative Society