Company: Mplus
Company Description: We’re Mplus, a global Digital CX provider where humans meet technology to redefine CX. From 24-hour operational spin-ups to seamlessly sunsetting tech, we deliver what others can’t. Our AI-powered tools and human expertise anticipate, adapt, and scale for your needs. Agile, innovative, and relentlessly customer-focused, we turn challenges into solutions—fast. When others say no, we says yes.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Leadership or Management Training Practice of the Year
 Nomination Title: Leadership Under Fire: Mplus Unstoppable Response to a Crisis
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 199 words used.
Mplus is a global leader in the BPO industry, with 18 years of experience providing cutting-edge customer service solutions across various sectors. Our success is built on the strength of a leadership team with over 25 years of combined experience, drawn from the world’s largest consulting firms and BPO leaders. A prime example of Mplus' leadership in action is a recent case study- Mplus South Africa, where our exceptional management team turned a high-pressure crisis into a success story.
Mplus South Africa’s leadership team, including Koda—who worked around the clock for nearly 10 days as the liaison between the US-based client and South Africa’s operational, recruiting, and training teams—embodies the company’s commitment to excellence. Cleone, CEO of Mplus South Africa, led the on-site team with remarkable motivation and focus, while Shalandra, our COO of South Africa, quickly organized training programs and identified the right talent to meet the client’s needs. Jaquie, Head of Project Implementation and Technology, ensured everything ran smoothly with agile Lean Six Sigma processes.
This real case study of Mplus South Africa showcases the powerful impact of our leadership and hands-on approach, demonstrating our unwavering commitment to client success, operational efficiency, and excellence in customer service.
- Outline the organization's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 238 words used.
Since 2022, Mplus has been the BCP BPO. An example: Mplus South Africa has delivered exceptional results, most notably during an emergency crisis for a healthcare logistics client. On December 31, 2024, the client reached out in desperation, facing a failing BPO partner and escalating compliance risks. The urgency required an immediate and comprehensive response, which Mplus South Africa delivered seamlessly.
Within just 22 hours, 40 healthcare-level agents were onboarded, trained, and operational, handling over 14,000 calls per day. Call hold times, previously 2-4 hours, were reduced to under 30 minutes. This rapid turnaround was fueled by the tireless dedication of Mplus’ leadership, who worked around the clock for the first 10 days of the crisis. Koda, one of our board members, played a pivotal role, working 24/7 as the liaison between the client in the U.S. and our operational, recruiting, and training teams in South Africa. Cleone (CEO), Shalandra (COO), and Jaquie (Head of Project Implementation and Technology) also worked non-stop, ensuring smooth coordination and swift action across all teams.
This dedication, with board members and senior leadership fully immersed in every aspect of the operation, was key to our success. In just under three weeks, we successfully recruited and onboarded 250 permanent agents, surpassing client expectations and setting a new standard in the BPO sector. Mplus South Africa’s ability to rapidly deploy and adapt under extreme pressure showcases our leadership and commitment to excellence.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 225 words used.
This achievement stands out due to the unique combination of speed, dedication, and seamless collaboration under extreme pressure. The healthcare logistics company’s previous vendor had failed to meet KPIs, leaving customers in frustration with long wait times. In contrast, Mplus South Africa not only restored compliance but exceeded performance expectations within the first 24 hours—achieving KPIs of 95% or higher, even during the holiday season when most teams were unavailable.
What makes this achievement truly unique is the way Mplus SA operates differently from other players in the industry. While many BPOs talk about culture, we have ingrained it in everything we do. This was demonstrated by the involvement of our CEO Cleone, COO Shalandra, and board member Koda, who worked tirelessly for nearly 10 days to ensure that the team and clients were fully supported. The leadership demonstrated by Jaquie, our Head of Project Implementation, and the agile processes she applied, including Lean Six Sigma methodologies, proved crucial in streamlining the process and achieving outstanding results in record time.
This high level of commitment, empathy, and operational excellence separates Mplus South Africa from others in the industry. Our success is directly tied to our dedication to agent satisfaction and our ability to rapidly deploy resources in response to a client’s most urgent needs, setting a new standard for quality service in the BPO sector.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 5 words used.
https://drive.google.com/drive/folders/1moDjekoGqywji9-V6Qj5CDzAYTT1gSE1?usp=sharing
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