How outsourced communications can lighten the IT load

Odd times call for tactical measures.

We know that IT teams across the housing association 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 makeshift solutions used initially in the panic of lockdown.

Here, we give solutions to smooth out the jarring issues that housing associations are facing 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 main business number where 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 housing associations, 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.

Keep call answering figures high…

…and keep costs at a minimum.

Some housing associations 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 resource is limited; with many house associations under-equipped. 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 supports during evenings and weekends.  This keeps your overheads down, whilst ensuring every single call is answered.

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 association 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 housing associations 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 to discover how we can help your housing association streamline your communications with our Outsourced Switchboard service, call us today on 0333 009 8329.