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Customer Experience

Transforming each customer interaction
into an opportunity

Our Services

Delivering world-class CX Optimization operations with highly skilled native teams
and unified workforce management through regional and centralized governance.

Customer Care

Customer Care

One-stop-shop in Customer Interaction Processing

We are building strategic partnerships with our customers, which derives from supporting every phase of the life cycle with a goal 
to enhance efficiency and improve results based on vertical experiences and various hub solutions. Our contact center customer service expertise 
transforms every customer interaction into an opportunity for building brand loyalty and enhancing customer retention. 

Digital  Digital and omnichannel solutions

Availability  24/7 availability based on your customers’ needs

Agile  Agile implementation, best-in-class setup processes

 Providing 360° customer feedback

Constantly  Constantly filled international talent pool


What We Offer

  • Inbound and Outbound Communications
  • Infoline Support & Customer Care
  • Complaint Management Support
  • Market Surveys & Marketing Campaign Support
  • After-Sales Support
  • Loyalty Program Support
  • Overflow & After-Hour Support

How We Do It

  • Diverse Range of Operational Models
  • Multilingual Skills
  • Cultural Understanding
  • Proven Best Practices
  • Industry-Specific Experience

Our Expertise

  • Extensive Communication Skills
  • High NPS
  • Agile and Efficient Implementation
  • Industry-Specific Competency Hubs
  • Specialized Management
  • Omnichannel Communication
  • Value-Added Innovation & Transformation Capabilities     
     
Sales

Sales

Boost revenue and maximize value

We design and implement tailor-made sales models specifically designed for your industry and market needs to achieve quotas. Our strengths lie in offering industry expertise and exceptional opportunities for sales growth. Our multilingual sales professionals can strengthen your position in any environment. We can also assist with process and sales methodology, helping you craft new sales playbooks for your teams.

What We Offer

  • Outbound and Inbound B2C and B2B Sales, Retention and Loyalty Management
  • Cross and Upsell Models
  • Order Management
  • Lead Generation
  • Telemarketing
  • Inside Sales
  • Quality Assurance
  • Process and Sales Suggestions

How We Do It

  • Diverse Range of Operational Models
  • Multilingual Skills
  • Cultural Understanding
  • Proven Best Practices
  • Industry-Specific Experience

Our Expertise

  • Extensive Communication Skills
  • High NPS
  • Agile and Efficient Implementation
  • Industry-Specific Competency Hubs
  • Specialized Management
  • Omnichannel Communication
  • Value-Added Innovation & Transformation Capabilities
     
Tech Support

Tech Support

Custom-engineered support services

Technical Support is a fundamental part of your customer experience. Offer your customers the ability to get in touch 24/7 to resolve queries. We support you through all channels, digitally and via self-care solutions. Our team of experts are specialized in your specific challenges and identifies with your products and your brand.

What We Offer

We can handle complex hardware and software issues, improving your brand reputation and cementing your thought leadership. Our offerings revolve around:

  • Customer-Centric Service Approach
  • Highly Skilled Technical Advisors
  • Technical Expertise in Various Verticals
  • Tier 1, 2 and 3 Support
  • Actionable Insights and Analytics Support
  • Vast Expertise in Customer Experience Technology

How We Do It

Both nationally and internationally, we are building a team of industry experts for you to solve your customers' challenges efficiently and around the clock. Our team members go through a multi-stage selection process to ensure the skills that enable them to quickly, efficiently, and personably solve the concerns of your customers even when the situation is difficult.

Our Expertise

Our main strengths hinge on our expertise and ability to offer technical knowledge not just in different industries, but in the languages that speak to your target audience.

Back Office

Backoffice

The help you need behind the scenes

Backoffice services are an extension of brand promise and exist to scale business needs by removing friction from the customer journey. Our contact center back office solutions are built on deep process understanding for all supporting tasks behind your customer engagement.

Reduce Process  Reduce process times and costs

Risks  Manage risks

Automated  Automated processes

Practices  Improve on digital best practices


What We Offer

  • Data Entry and Validation
  • Payment Processing
  • Settlements & Clearances
  • Record Maintenance
  • Regulatory Compliance
  • Accounting and IT Services
  • Order Fulfillment

How We Do It

We build fast and accurate back office teams for various industries that improve processes and administrative functions to relieve internal departments, such as accounting, finance, controlling, and fulfillment. Together we ensure that your customers are happy customers.

Collection

Collection

Highest collection Rates in the industry

We offer our partners the highest collection rates in the industry with customized trainings, use of value-added technology, and straightforward efficiency management. If you need a partner with the technical capabilities, knowledge, tools, and communication skills to upgrade your collections strategy, we’ve got you covered.

Process  Customized collection process

Collection  Early collection

Support  Late collection support

Pre-legal collection skip tracing  Pre-legal collection skip tracing

Transparent approach  Transparent approach

Multilingual experts  High convince rates & negotiation skills from multilingual experts


What We Offer

  • Top-Trained Collection Specialists
  • Continuous Advanced Training
  • Strategic and Operational Communication
  • Omnichannel Messaging
  • Automation Solutions and Self-Care
  • Increased Performance With Regular Awards

How We Do It

  • Diverse Range of Operational Models
  • Multilingual Skills
  • Cultural Understanding
  • Proven Best Practices
  • Industry-Specific Experience

Our Expertise

  • Extensive Communication Skills
  • High NPS
  • Agile and Efficient Implementation
  • Industry-Specific Competency Hubs
  • Specialized Management
  • Omnichannel Communication
  • Value-Added Innovation & Transformation Capabilities  
     
Social Media

Social Media

Use the power of being social

Social media is a fundamental must-have on building an online presence and creating engaging experiences. Our team of experts supports our partners to enhance their social media presence across customers' preferred channels to elevate brand awareness, customer engagement, and loyalty.

What We Offer

  • Integration With Popular Social Media Channels
  • Content Moderation and Management
  • Digital Application and Processing
  • Campaigning
  • Multilingual Communication Expert

How We Do It

We create a seamless communication architecture and leverage your social channels to bring a new dimension to customer care and needs.

Ready to create next-gen customer experiences?

Insights

 

mplus-ecccsa-newsletter
News 11.12.2023

MPLUS Wins Bronze Awards in "Best Customer Experience Redesign" Category at ECCCSA

tamara_panel_konferencija
News 08.12.2023

Shaping Tomorrow: Mplus’s Tamara Sardelić on Championing Gender Equity in Corporate Governance

StjepanOreskovic1na1
News 06.12.2023

Mplus's Stjepan Orešković Talks Bridging Science and Business on Croatian National Television