Mpathy - what we do

What we do

Our expertise is in areas that relate to serving customers. People, processes, technology and functions within the business which impact the customer and their overall experience and satisfaction with what they receive. We have unique skills in the areas of customer service and specifically contact centres, having worked in both the private and public sectors for many high profile clients.

Our service offerings recognise that all clients have different needs and priorities at varying points in time. We offer four core service areas rather than fixed ‘standardised’ products: strategy, operations, sourcing and best practice across people, process, technology and environment.

Strategy

Having a clear and consistent customer service or contact centre strategy is the starting point for many organisations. Determining an agreed role, scope and value of the contact centre and how it deals with customers is essential. We have developed many strategies for organisations that address all areas of how an organisation will deliver service whether it is style, approach, brand, location, recruitment, channels, use of technology, structure or indeed many other areas.

Please click here to see more about our Strategic Direction offering or click here to read a case study that has involved us helping an organisation develop a strategy.

Operations

Managing a contact centre operation is a multi-faceted role that is very much like a business on its own. We have the practical expertise to help our clients whether it is undertaking an operational review, managing a recovery project, providing interim management, supporting and coaching existing managers, maximising the use of technology, improving performance or many other areas that impact the contact centre.

Please click here to read about our Performance Improvement Review or click here to see a case study where we managed a recovery project.

Sourcing and Value

Providing a customer service is a large item in the budget. Purchasing the wrong product or service can be catastrophic from both a financial and customer service perspective. We work with our clients to help them procure the best possible outcomes based around the required elements of cost, value, appropriateness, etc. We spend quality time in understanding requirements before completing specifications, managing a selection process, providing implementation support and managing the end to end project. We work in a whole spectrum of areas impacting customer service including telephony, technology, people etc. all the way through to managed services and outsourcing. We help organisations to understand how to get the best from their partners and support them in managing existing contracts and migrating away from them.

Click here to read about our Partner and Procurement Management service. This link takes to you a case study where we helped a client to specify, select and implement a new telephone system with a contact centre at the centre of the organisation.

Best Practice

Our best practice range of services is broad and deep and covers all elements of how to ensure that you are delivering a cost effective, customer focused and competitive service. This product range includes customer satisfaction, benchmarking, surveys, best practice forums and many others.

Our most widely known product in this area is the annual Contact Centre Survey that we conduct in social housing in partnership with HouseMark. Please click here to read more information about this survey and see samples of previous reports.


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	What we do Our expertise is in areas that relate to serving customers. People, processes, technology and functions within the business which impact the customer and their overall experience and satisfaction with what they receive. We have unique skills in the areas of customer service and specifically contact centres, having worked in both the private and public sectors for many high profile clients. Our service offerings recognise that all clients have different needs and priorities at varying points in time. We offer four core service areas rather than fixed ‘standardised’ products: strategy, operations, sourcing and best practice across people, process, technology and environment. Strategy Having a clear and consistent customer service or contact centre strategy is the starting point for many organisations. Determining an agreed role, scope and value of the contact centre and how it deals with customers is essential. We have developed many strategies for organisations that address all areas of how an organisation will deliver service whether it is style, approach, brand, location, recruitment, channels, use of technology, structure or indeed many other areas. Please click here to see more about our Strategic Direction offering or click here to read a case study that has involved us helping an organisation develop a strategy. Operations Managing a contact centre operation is a multi-faceted role that is very much like a business on its own. We have the practical expertise to help our clients whether it is undertaking an operational review, managing a recovery project, providing interim management, supporting and coaching existing managers, maximising the use of technology, improving performance or many other areas that impact the contact centre. Please click here to read about our Performance Improvement Review or click here to see a case study where we managed a recovery project. Sourcing and Value Providing a customer service is a large item in the budget. Purchasing the wrong product or service can be catastrophic from both a financial and customer service perspective. We work with our clients to help them procure the best possible outcomes based around the required elements of cost, value, appropriateness, etc. We spend quality time in understanding requirements before completing specifications, managing a selection process, providing implementation support and managing the end to end project. We work in a whole spectrum of areas impacting customer service including telephony, technology, people etc. all the way through to managed services and outsourcing. We help organisations to understand how to get the best from their partners and support them in managing existing contracts and migrating away from them. Click here to read about our Partner and Procurement Management service. This link takes to you a case study where we helped a client to specify, select and implement a new telephone system with a contact centre at the centre of the organisation. Best Practice Our best practice range of services is broad and deep and covers all elements of how to ensure that you are delivering a cost effective, customer focused and competitive service. This product range includes customer satisfaction, benchmarking, surveys, best practice forums and many others. Our most widely known product in this area is the annual Contact Centre Survey that we conduct in social housing in partnership with HouseMark. Please click here to read more information about this survey and see samples of previous reports.

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