W A Ellis share their experience of outsourcing calls
Lucy Morton is a former ARLA President and Senior Partner at W.A.Ellis. Here, she shares her experience of outsourcing calls: something they wish they’d done sooner.
How did you find out about Moneypenny?
We became aware of Moneypenny through their association with ARLA and by chatting to Samantha Jones, Moneypenny’s Head of Property, at various industry events. They have a strong presence in the sector and we’d heard good reports; it was only after we started using the service ourselves that I wished we had done so much sooner.
What gave you confidence in outsourcing?
Moneypenny was excellent from the start. We trialled the service in May 2012 and were immediately shocked at how many calls we had been missing or not getting to quickly enough. Moneypenny began picking up an average of 80 overflow calls for us each month. Right from the beginning, they’ve provided us with a professional service and Tracey, our Moneypenny Receptionist, has become a valuable extension to our team.
What has been your overall experience?
The availability of weekend and out of hours support has proved particularly valuable to us as we receive calls from overseas clients and investors, for example from the Far East, out of our traditional working hours. Having Moneypenny behind us ensures we are providing a personal and quality response whatever time of the day or night and we have that confidence we have everything covered.
Tracey and her small team are familiar with our local addresses and fit in with our in-house team effortlessly. We also have a great relationship with Sam who manages our account and is always at the end of the phone if we have anything we need to discuss. On another note, we find the online reporting portal useful as the call profile data informs our internal management reports and assists with our own resourcing considerations.
Would you recommend Moneypenny to others?
We’d definitely recommend the service to others, and we do, as there are very obvious business benefits. We are able to use our assurance of never missing a call in our pitches and on marketing material and for us the service overall has proved far more valuable than we originally expected. We wouldn’t be without it now.
Moneypenny would like to thank W.A.Ellis for taking the time to share their experience of using our service. Keen to know how we can help your agency capture every opportunity and maintain high service levels? Get in touch today