Every organisation needs some occasional contact centre support. Mpathy Plus provide this in a variety of different forms as described below. For further information about any of these areas or indeed any other kind of support that you may require please contact us for a no obligation discussion

Training

Our training is an end to end service that includes undertaking Training Needs Analysis, training design and delivery of training courses. We train managers in how to manage customer service environments and advisors in how to deliver good quality service to customers with an emphasis on empathic relationships. Although we have templates for courses we recognise that every client is different and will have different needs for training so we tailor courses to meet those specific needs.

Interim Management

Mpathy Plus have extensive experience in managing service and projects enabling us to provide Interim Managers on a flexible arrangement. The skills that we have available range from sector specific Executive Managers, Contact Centre Managers, technical experts and many others.

Mentoring

Mpathy Plus provide support to individuals at all levels through our mentoring services. We have supported Customer Service Directors, Contact Centre Managers and others in developing their capabilities and confidence. Mentoring can involve providing something as simple as a somebody to discuss issues and problems where others require greater involvement with specific skills being transferred.

Calling Programmes

Mpathy Plus have experience in designing, developing, managing and delivering outbound and inbound calling programmes on behalf of our clients. Through partnerships with leading contact centre service providers, we are able to offer a cost effective bespoke service that handles calls on b2b and b2c programmes. Mpathy Plus design scripts and processes that meet client’s needs, even the ones that they do not realise exist. Please click here to see a case study about how we delivered a programme to collect customer’s diversity details.