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: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Business Services Industries
 Nomination Title: Heart, Hustle, and Heroism: The Team That Turned the Tide
- 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 team, 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 team: its history and past performance (up to 200 words):
Total 194 words used.
Mplus South Africa’s front-line customer service team has consistently set the standard for innovation, agility, and people-driven excellence in customer experience. With a track record of successful partnerships across various sectors, including travel, hospitality, and consulting, our team has become a trusted provider of exceptional service.
We’ve collaborated with the world’s largest travel platform in a consulting capacity, showcasing our innovative approach to customer service, where we successfully demonstrated the power of AI-assisted agent workflows and real-time coaching. Additionally, we have supported the world’s leading consulting firm in enhancing their employee experience, helping them streamline their internal customer service processes. Our team also delivers outbound sales services for major US and European travel booking companies, driving significant revenue growth and customer engagement.
Notably, our agents consistently exceed performance expectations, achieving KPIs such as 95%+ service level adherence, average response times of under 30 seconds, and a customer satisfaction rate of 98%. These metrics reflect our team’s dedication to excellence and our ability to adapt and scale rapidly to meet client needs in high-pressure environments. Our focus on continuous improvement, empathy-driven interactions, and operational efficiency has made us a standout team 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
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 240 words used.
On December 31, 2024, we were presented with an urgent crisis from a rapidly expanding healthcare logistics company struggling with a failing BPO partner. With over 14,000 calls per day and increasing compliance risks, their customer service was in jeopardy. Upon receiving the call for immediate support, we leveraged our structured processes, dedication, and deep expertise to swiftly mobilize. Within 22 hours, we had 40 healthcare-level agents onboarded and trained on the client’s systems, working overtime to ensure elderly customers, previously suffering from long hold times and frustration, received the quality care they deserved.
What made this transformation possible was our commitment to operational excellence through our Centers of Excellence (COEs) per vertical, which allowed us to quickly deploy highly trained agents tailored to the client’s specific needs. We also relied on our established management experience, a seamless global communication framework, and strong leadership that guided the team through this high-pressure situation.
In the first 24 hours, we reduced average call hold times from 2-4 hours to less than 30 minutes and met KPIs at 95% or higher. Over the next 19 days, we recruited 250 permanent customer service agents and 50 Tier 2 agents, ensuring only the most compassionate, logical, and creative problem-solvers were selected. With targeted training, expert management, and cross-functional collaboration, we successfully launched all lines of business—CSR/Member Services, Dispatch, Pre-Plan, Failures & Recovery, and Network Support—surpassing the previous BPO’s performance and earning the client’s trust.
- 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 team's past performance (up to 250 words):
Total 243 words used.
What sets this achievement apart is not only the speed and quality of our response but also the unwavering dedication and volunteerism that defines Mplus SA. Unlike other BPOs that may claim to foster a strong culture, we have lived it from day one. Our team, both in South Africa and globally, exemplifies a culture of service where people volunteer to help, step away from their tasks, and do whatever it takes to support others. This is a direct reflection of our focus on agent satisfaction, which, in turn, impacts the quality and success of every project we take on.
The healthcare logistics company’s previous vendor had failed to meet KPIs and left customers waiting for hours. In contrast, we not only restored compliance but exceeded all expectations—achieving 95% or higher KPIs within the first 24 hours. This was accomplished during the holiday season when most people are on vacation. While others may talk about culture, at Mplus SA, we live it every day, as demonstrated by our team stepping up and delivering under pressure when it mattered most.
Our commitment to agent satisfaction is the backbone of our success. When agents are empowered and motivated, it trickles down into every aspect of our service—from rapid scaling to exceptional customer care, as proven by this recent success. The dedication and heart displayed by this team, especially during an urgent New Year’s Eve call, is what truly sets us apart in the BPO industry.
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