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How we answer your calls explained

Here at Moneypenny, telephone answering is what we do best, and we’ve been perfecting how we provide this service for businesses like yours for more than 20 years now. But how does it actually work? We’re here to explain the process of taking a call on your behalf from start to finish. 

How we know the call is for you 

Your company information is presented automatically for your Moneypenny PA when we take a call for your business. With access to your teams’ real-time availability, individual office branch details and product information, to name a few, they have everything they need to have natural and informed conversations with customers on your behalf. Having this information to hand allows them to answer any questions with ease, giving callers the impression they’re another knowledgeable member of your in-house team, based in your business. 

We can tell if they’ve called before 

When a repeat caller gives you a ring, our proprietary technology lets your dedicated PA know their name, company name and contact information (so there’s no need to ask for it again if they’ve provided this before) and even which member of staff they’ve dealt with previously and why (so your PA can see who best to direct the enquiry to). Similarly, if you have VIP callers you want to roll out the red carpet for, or you receive far too many cold calls that you just don’t want to deal with, let your PA know and they will handle these callers according to your exact specifications.  

We’re able to have a free-flowing conversation 

The company information that is presented to your PA automatically is compiled of anything that you deem to be important; from directions to your office, to pricing for a specific service or product, everything is gathered handily in one place. And the more information you give your PA the better, as it expands their understanding of how your company operates and allows them to represent you exactly as you’d expect one of your in-house team to. 

We know your team’s real-time availability 

We aren’t like most telephone answering providers, who only have the capacity to support a small number of basic diaries, such as a new enquiry line and an existing enquiry line. Your PA has access to your real-time availability (so they know whether you’re available to take calls or not) through individual diaries of your in-house employees, as well as their unique call handling preferences. As and when this information changes, you can update your PA via our mobile app, online portal, or even Microsoft Teams. 

We carry out the necessary steps to complete the call 

Unlike traditional receptionists, our technology allows calls to be transferred to you whether you are based in-office or working from home, and if you aren’t available, our teams can send you a message detailing a caller’s enquiry via email or SMS, the choice is yours. And then there’s our suite of clever integrations, giving your dedicated Moneypenny PA the ability to send pre-qualified enquiries straight into your CRM system, link up with your Microsoft Teams account to access your status information and transfer callers via the platform, and even book appointments through online systems or accounts such as Calendly.  

Try us free 

Why not trial our Telephone Answering Service completely free for a week. You’ll experience all of the benefits and see how having your own Moneypenny PA works in practice. To get started, give one of our New Business Team a call on 0333 202 1005 today. 

We give you amazing people and technology:


Your own Moneypenny PA to answer calls exactly as if based in your office.

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Live Chat

Amazing people, briefed by you to manage chats whenever you can't.

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Pocket Phone System

All the functions and support of an office phone system, minus the hardware.

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