M.S.P (Pvt) Ltd. Contact Center is a BPO Service Provider

  • One of the biggest Contact Centers in Pakistan.
  • Capacity of over 1800 employees
  • 600 Seats and expanding.
  • Providing BPO services to local and multinational companies
  • Dispersed operations located at Lahore, Karachi, & Islamabad.
  • Serving both Government as well as Private Sector.
  • Over two million per month customer interactions.
  • State of the Art Technology Infrastructure.
  • Operational round the clock 365 days a year.
  • 100% System redundancy & Power back up.

We deliver on our promise through

  • Our Skilled Staff
  • Superior Technology
  • Experience & Expertise

Why Pakistan

  • Western patterned education system
  • Large population of overseas educated migrants
  • Availability of high quality Human Resources given that the BPO market is still in early stages
  • Government offering investment incentives to grow BPO industry
  • Low infrastructure and Human Resource cost
  • Target Labor market of 24 million
  • Good Communication Skills

Why Us

  • Capacity of over 1800 employees at two locations, with 600 seats and expanding
  • State of Art Technology Infrastructure
    • Security: Firewalls, Intrusion Detection Systems, Access Controls
    • Scalability: VOIP implementation
    • Redundancy: can easily switch over between the two locations
  • Flexible and Swift Project Implementation
  • A depth of knowledge and industry expertise
    • Capability of Handing Inbound, Outbound customers
    • Highly selective Recruiting & intensive Training processes
    • Customized Reporting Options
    • Highly Trained and Experienced Management Team
  • Providing BPO Services to local and multinational companies
    • Contact Center Service –Inbound, Outbound, Complaint Management etc.
    • Customer Services and Sales
    • Emergency Services
    • Telemarketing
    • Data Entry
    • Consultancy

Experience and Expertise to suite your Operations

Services

Telecom / Media

Consumer Products

Financial Services

Non‐Profit / Govt.

Health Care

Utilities

Customer Service

Information/ Query, Complaint processing, Subscription services, Billing queries, etc., Application / Claims processing

Sales and Order Fulfillment

Order taking , Sales closures , Up‐selling and Cross‐selling

Verification Services

3rd party verification service, Insurance verifications, Employment verification

Market Research

Research surveys , Opinion surveys, Mystery Shopping etc. , Web Call Backs

E‐Care

Web Based Customer Care, Email Customer Care

IT Development

Services Portals Development, Automated Reports

Quality Assurance Services

Quality Evaluations, Coaching & Counseling, Live Monitoring, Feedback

Training & Development Services

Need Analysis, On Job Training, Scheduled OFF Site trainings

Workforce Management Services

Traffic Analysis, Forecasting, Capacity Planning, Reporting

Consultancy Services

Setup Consultancy, Operations Consultancy, GAP Analysis

 

Our Facilities

  • Training Rooms with Multimedia
  • Recreational Facilities
  • Conference and Meeting Rooms
  • Round the Clock Meal Cafeteria

Flexible Pricing Structure
We offer multiple pricing structures suitable to your business needs and requirement:

  • Per Agent
    • 40 Working Hours per week (Staffing as per requirement)
  • Per Seat
    • 56 Working Hours (8 Hours x 7 Days) per Week
    • 84 Working Hours (12 Hours x 7 Days) per Week
    • Customized as per Requirement
  • Per Call (For Inbound/ Outbound Calling Solutions)
  • Per Sale (For Tele Marketing Campaigns)
  • Per Activity/ Transaction

Technology
The Contact Center facility is IP enabled, with modern equipment ensuring superior quality of service. Our renowned international partners have powered M.S.P (Pvt) Ltd. Contact Centers with state-of-the-art technologies.

  • VOIP enabled
  • Integrated ACD Features which include:
    • Multiple Routing Capabilities
    • Dynamic priority Queuing
  • Silent Monitoring-Listen In on an Agent’s Call
  • Web-Enabled Real-Time Reporting Client
  • Integrated Historical Reporting with IPPC Express Seat License
  • Integrated CTI/Screen Pop Features with IPPC Express Seat License
  • CISCO IPCC unified solution
  • IEX Total View
  • Globitel Speech Log

Quality Assurance

  • Standard monitoring technology across both Contact Centers
  • 24/7 voice & Agent Screen Capturing
  • live Call Monitoring
  • On demand and scheduled Quality Evaluations
  • Customized Quality Evaluation Criterion
  • Scheduled Calibration Sessions
  • Scheduled and on Demand Feedback Sessions
  • Multiple Sampling Criteria and Auto Assignment of evaluations
  • Flexible Reporting Options

Agent Quality Assurance

  • Quality Assurance Checks
    • Supervisory check
    • Quality supervisor Call Evaluation
    • Mystery Callers
    • Third Party Evaluations
  • Ongoing shift start /end Refreshers
    • Customer Services
    • Soft Skills
    • Products and Services
    • Technology
    • QA Feedback Sessions
    • In-house Certified lead auditors (ISO 9001:2000)
    • Ongoing Training, monitoring and coaching process in order to achieve “service Excellence”

Workforce Management

  • Accurate forecasting of staffing requirements
  • Scheduling to meet specified call volumes
  • Track and Report Daily Performance
  • Provides Management and Agent Utilization Reports
  • Provides Agents with up-to-date, readily accessible performance data and feedback
  • Perform "what-if" scenarios to optimize the allocation of resources and proactively identify key areas of opportunity.