How outsourced communications can lighten the IT load

Odd times call for tactical measures.

We know that IT teams are being tasked with implementing long-term solutions to enable employees to work in a hybrid way. Often this is following the pain of makeshift solutions used initially in the panic of lockdown.

Here, we give solutions to smooth out the jarring issues that many businesses still have with their communications right now.

Give the impression of a well-connected business…

…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 businesses, 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 Danny Beattie, IT Business Partner for Total Fitness explains:

“As we continued to grow, we were inevitably receiving an increasing number of calls to our contact centre and our club receptions across the North and North West. In order to meet the immediate demand and facilitate our long-term plans, we looked into outsourcing as an option. Moneypenny was the obvious choice.

From the very start, we’ve been so impressed…

“Now, Moneypenny answers our calls 24 hours a day and even books fitness classes on our behalf. The set-up was quick and easy and Lisa, our Moneypenny Receptionist, was extremely thorough in learning about our business before the service began. From the very start, we’ve been so impressed by her attention to detail.”

Keep call answering figures high…

…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. Tracie Barton, Service Administrator for Advance Filtration Systems, explains:

“Any calls that came through early in the morning or late afternoon were diverted to one of our directors, however, these could be missed if they were unavailable. As a 24/7 provider to the industry, we needed to close this gap. We also saw an increase in the number of service contracts, resulting in a heavier reliance on our directors, so it was the perfect time to try Moneypenny.

Customers’ calls are now answered at all times with Moneypenny’s 24/7 support.

“Customers’ calls are now answered at all times with Moneypenny’s 24/7 support. Having Kelsey, our Moneypenny Receptionist, and her small team on hand means customers can be transferred to an engineer on call, whether it’s overnight or during the weekend.”

Make it easy for staff to make & receive calls…

…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.

Boost your Microsoft Teams capabilities…

…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 businesses 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 with us today and discover how we can help your business with our Outsourced Switchboard service, Teams integration or mobile app, call Moneypenny today on 0333 009 8329.