We monitor all calls 24/7 for quality with our call logging system.

We have the flexibility to combine live voice and IVR. Some calls can be handled very economically with voice recognition IVR and if necessary transferred to a live agent.

We can add extra staff on the 24-hour notice for spikes. Our sophisticated scripting system enables fast training for agents.

We are continuously upgrading our equipment.

MPRS has its own generator backing up not just the telephone and web systems but the lights, bathrooms as well as a second backup air conditioning system and everything else needed to sustain normal operations.

Our hiring, testing and training methods when combined with the technology available to agents on the phone makes high quality achievable and consistent. We can provide answers to caller’s questions without delay.

We measure data both quantitatively and qualitatively. Call statistics alone mean very little unless combined with what really happened with the call. Did we get the order, did we satisfy the customers complaint? You’ll know immediately.

MPRS sets up a secure FTP site from which you can down load information daily, whether it is orders customer care solution or refund.

You can call in and listen to your calls which will enable you to suggest changes or assure that your calls are being handled the way you want.