Odd times call for tactical measures.
We know that IT teams across the housebuilding sector are being tasked with implementing long-term solutions to enable employees to work in a hybrid way. Often this is following the pain of make-shift solutions used initially in the panic of lockdown.
Here, we give tips and solutions to help resolve the jarring issues that many businesses still have with their communications right now.
…by being a well-connected business.
One challenge of remote working is giving customers the impression of ‘connectivity’. Many businesses haven’t nailed this yet. We hear every week of customers calling a business number, a receptionist will answer, and either not have the ability to transfer the caller or will try and fail.
We’ve helped scores of IT teams with this issue for the past several months. For top housebuilders, customer service is paramount. An outsourced switchboard means customers’ calls are always answered and transferred – seamlessly.
Or, if the person being called is busy, a message is taken and emailed over by the outsourced receptionist. It gives customers the impression of a business that is operationally sound, competent, and forward-thinking. As Joshua Allen, IT Manager for Cameron Homes explains:
“Although we had a call group in place, they were getting busier with different tasks every day. On top of this, our sales offices are often only manned by one person, so whenever they were on another call or customers wanted to view the show home, calls were subsequently missed. We knew support was needed.
The service has improved our customer experience significantly.
“Now, any unanswered calls route to our team at Moneypenny. It’s important that we have that initial point of contact, not only to ensure all calls are answered but to direct them to the right place every time – and Moneypenny does just that. The service has improved customer experience significantly, as callers are now able to reach somebody the first time they try.”
…and keep costs at a minimum.
Some businesses know exactly how many calls they receive a day. Most don’t. And almost all have no idea the number of calls that are missed. The truth is, you miss far more than you realise.
That risk is even higher right now, as teams are dispersed through remote working, and businesses aren’t properly equipped to handle them. This is where an outsourced switchboard can step in and help your current provision, and it isn’t as expensive as you’d think.
Your current call handling team answers calls during office hours, and the outsourced switchboard team steps in during evenings and weekends. This keeps your overheads down, whilst ensuring every single call is answered. Danica Clements, Group Marketing Manager for Acorn Blue, explains:
“Working remotely across many development sites meant we struggled to answer calls and online enquiries as they came in. Customers were often waiting until the next day for a response. Recognising the immediate benefits of telephone and live chat support, we contacted Moneypenny.
No matter where we’re working, we know that our enquiries are being dealt with perfectly.
“Thanks to Moneypenny, we offer a seamless and consistent service. Speaking to a real person has made the world of difference to our customers. No matter where we’re working, we know that our enquiries are being dealt with perfectly.”
…without investing in additional phones.
With staff working remotely and needing to make and receive calls easily, IT teams are being asked to facilitate these needs. Easier said than done.
At Moneypenny, we’ve created a system to bridge the gap of homeworkers with office-level phone requirements. The – free to download – Moneypenny app turns staff mobiles into a small business phone system. It gives the user the ability to make outbound calls from your main number. This helps your business show a professional front – even when you’re away from the office.
We’ve worked to make using it as easy as possible. It empowers your staff to update their Moneypenny Receptionist with their whereabouts as they move between their home and the office, all with the touch of a button. Additionally, it provides access to the user’s full call history – helpful for busy staff – and supports your BYOD policy.
…by integrating Teams into your telephonics.
The use of Microsoft Teams has rocketed since lockdown was announced in March, with the use of video calls growing 1,000%, connecting those working from home. Many house builders have taken up the platform.
Moneypenny has made it even easier for staff to take calls while using the service with our Teams integration. We are able to read your Teams status and your Moneypenny Receptionist will know whether to transfer a call if you’re available, or take a message if you’re busy.
We can also transfer your calls to the Teams platform rather than your mobile or landline if you’d prefer, saving you having to juggle many lines and phones.
Talk to us today about how we can help your business with our Outsourced Switchboard service, Teams integration or mobile app, call us today on 0333 009 8329.
12 Feb 2024
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