Implementation & Support

A step-by-step process to achieving intelligent contact

The mplsystems methodology embraces every stage from initial discovery of our client’s requirements through to solutions delivery, training and on-going support as well as the continuous development of solution refinements and additions as the organisation changes and grows.

Our experience in implementing solutions in financial services, retails, leisure, healthcare and facilities management organisations tells us that the most successful implementation and support projects always include the following key features which applied across our own organisation on a day-to-day basis:

• there is a strong focus on customers, on understanding their needs and driving quality customer service;
• there is a high degree of staff accountability, ownership and empowerment;
• senior management advocates define corporate values in relation to trust, integrity and respect;
• the value and contribution of the contact centre to the organisation is realised and communicated;
• there is genuine teamwork;
• staff morale is high;
• there is open communication between senior management and employees; and
• an inclusive approach to management is adopted and staff views really count.

The detailed process covers the following steps:

• Project implementation – from Systems Definition through Systems Build, acceptance and integration testing to training
• Aftercare management & support – 24/7, 1st and 2nd level and access to experts
• Development – seek ways to provide new contact centre and business strengths to the client
• Partnership – give access to best-of-breed technologies by building partnerships with leading providers and sharing a long term vision of the future.