How outsourced communications can lighten the IT load

Odd times call for tactical measures.

We know that IT teams across the finance 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 explore tips and solutions to help smooth out the jarring issues that many financial 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 clients the impression of ‘connectivity’. Many businesses haven’t nailed this yet. We hear every week of clients 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 finance businesses, client service is paramount. An outsourced switchboard means clients’ 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 clients the impression of a business that is operationally sound, competent, and forward-thinking. As Joanna Giles, Head of Facilities for Cooper Parry, explains:

“We’ve always tried to monitor our call abandon rate to keep it lower than 5%, but with our in-house team too busy to answer the phone, this became impossible. We first heard about Moneypenny as they were a fellow winner of the ‘Best Companies to Work For’ award, so we got in touch. 

I would absolutely recommend Moneypenny to other businesses.

“Now, our in-house team can focus on their job whilst Moneypenny takes care of our calls – I would absolutely recommend Moneypenny to other businesses, the quality of their service is amazing.” 

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. Simon Booth, Head of Premises & Facilities for Moore Kingston Smith, explains:

“We were experiencing capacity issues at peak times, particularly as our smaller sites had limited resources and sometimes only a single receptionist. With high volumes of callers, we were in search of a smart solution of the highest quality. We turned to Moneypenny.

We’ve found a partner in Moneypenny, not just a service provider.

“Moneypenny gives us an affordable, quality service to support us around the clock and deliver a personal and professional touch with every interaction. We’ve found a partner in Moneypenny, not just a service provider.”

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 between 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 means your business can maintain 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 financial 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 from having to juggle numerous lines and phones.

To talk to one of our informative team about how we can help your business with our Outsourced Switchboard service, Teams integration or mobile app, call us today on 0333 009 8329.