Mpathy Plus deliver a broad range of management consultancy services to meet specific requirements. Our wide ranging experience coupled with a flexible approach ensures that Mpathy Plus meet those client expectations. The following provides an indication of the types of consultancy that we have delivered with some case study examples.

Strategy Development

Having a clear and consistent customer service or contact centre strategy is the starting point for successful organisations. Determining an agreed role, scope and value of the contact centre and how it deals with customers is essential. Mpathy Plus have developed strategies that address all areas of how an organisation will deliver service including style, approach, branding, location, recruitment, channels, technology, structure and many other areas. Click here to read a Customer Service Strategy case study.

Contact Centre Design and Implementation

Mpathy Plus have the experience from having designed and built many different types of customer contact centre including multi-channel centres, virtual centres, customer service centres, help desks and sales contact centres. Our wide range of services includes conducting feasibility studies, business case development, contact centre design, project planning and provision of costings. We provide specialised services that deliver the plan including; demand forecasting, resource planning, specification of technology, recruitment, process mapping, training, performance management and other areas to ensure the contact centre meets its objectives. We provide a bespoke service to our clients, tailored to meet their individual needs ranging from full project management to the provision of ad-hoc critical friend services. Click here to see a case study where we undertook a Feasibility Study and click here to read where we managed a new Contact Centre Implementation.

Operational Reviews / Service Recovery

Mpathy Plus are industry experts and have the practical expertise to identify areas of opportunity to improve by providing an external perspective. This can be in the form of an operational review, service optimisation, service recovery or the development and delivery of a continuous improvement programme. Click here to see a case study where we managed a Service Recovery Project and click here for a Contact Centre Review.

Sourcing and Procurement

We work with our clients to determine their needs and then help them to specify and procure services or technology that delivers best value. We have experience in procuring services (out of hours, outsourcing, campaign management), resource (recruitment) and technology (CRM, contact centre & managed services). Click here to see a case study about new Contact Centre Telephony and click here to see how we assessed the sourcing options for a Monitoring Centre.

Mergers, Acquisitions and Consolidation

The complexity involved in bringing together different contact centres is substantial. Particular areas of difficulty where Mpathy Plus provide support include; culture, technology, information, process, products and the most emotive and potentially difficult area, people. We also provide due diligence where options are being explored for future change.