Mpathy Plus provides an end to end consultancy and project management service for Customer Service and Contact Centres. We have expertise in all areas from developing strategies through to supporting daily operational management.

We organise our services into three main categories: Transforming Service, Performance Improvement and Operational Support. We operate at both strategic and operational levels and have a deep understanding of what makes customer service work from both an organisational and a customers’ perspectives. Our experience is extensive and developed from hands on expertise developed from managing operations and services.

Mpathy Plus has extensive experience in all type of call/contact centre set ups. We have worked with a wide range of clients from large organisations with thousands of seats to much smaller ones, some with as few as three seats.  We recognise that all call/contact centres have slight differences but our experience across the industry is extensive and well respected.

Our people have skills in all elements of people, process, technology, place, customer experience and operational management. Our preference is to work with clients throughout the lifecycle of a project as we can be held accountable for our deliverables.  We do not deliver a strategy and then walk away; we roll our sleeves up and get our hands dirty to make things happen.  We work with real people in real situations to deliver a real service.

The following table  illustrates the type of projects we are typically engaged with.

Transform Improve Support
  • Strategy development
  • Feasibility study
  • Business case development
  • New contact centre design and implementation
  • Channel strategy
  • Consolidation of contact centres
  • Location searches
  • Commercial audit
  • Customer Experience Audits
  • Customer insight
  • Due diligence
  • BPR
  • Contact Centre Review
  • Evalue8 – channel assessment
  • Interim management
  • Outsourcing advice
  • Campaign management
  • KPI development
  • Process review
  • Systems replacement (specification, procurement, implement)
  • Operational review
  • Performance improvement plan
  • Process mapping
  • Training
  • Mentoring
  • Workforce management implementation

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