"Anyone can deliver an outsourced contact centre service, but we wanted something very different 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. Our Estate Management business operates many facilities with dedicated caretakers, who we need to supervise especially if they’re working alone at night. Our mplcontact service knows to expect calls every two hours from staff working alone. If this doesn’t happen the lone worker is sent a reminder text, and if there’s still no response they receive a call. This can then be escalated to appropriate management if there’s a concern. It is a natural extension of our out-of-hours mplcontact helpdesk service, and a good illustration of how we’ve been able to refine our outsourced service to meet changing requirements."