Case Study: Tayntons

Case Study: Tayntons

April 07, 2017

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Legal
Case Studies

Tayntons has discovered the perfect outsourcing solution

“We want to capture every opportunity and present a professional image at all times”

Business challenge

With two city centre sites, Tayntons’ reception team were under immense pressure. Managing calls and greeting visitors for both offices posed an ongoing obstacle which was far from ideal. Undoubtedly, calls were missed and visitors left waiting. Change was long overdue and entirely essential. Committed to client experience, Tayntons decided to trial Moneypenny.

Solution

Tayntons now outsource all calls to Wendi, its dedicated Moneypenny Receptionist. Maria Cox, Practice Manager at Tayntons Solicitors explains. “She really knows our business and clients think of her as part of our team.” Utilising Moneypenny’s Online Portal has highlighted Tayntons’ peak call times, as well as the surprising amount of calls which were going unanswered.

Result

No longer distracted by calls, the in-house reception team now has the time to give visitors the attention they deserve. “Our partners are confident that no opportunities are being missed,” concludes Maria. The positive impact of outsourcing calls really is felt across the company. “Particularly as a Lexcel member, service levels are paramount.”

Service highlights

Overflow support
Evening & weekend
Business continuity

Most support is needed on: Tuesdays and Thursdays
Busiest time of day is between: 2pm and 3pm
Majority of people are calling: To make a new client enquiry