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Message taking services – what are the key benefits?

message taking service

A message taking service may seem straightforward, but the impact that it can have on your routine and productivity levels can be transformative.

This article looks at the benefits of a message taking service and how it compares to a telephone answering service from Moneypenny.

What is a message taking service?

A message taking service ensures that when you cannot answer your business phone, someone will answer your calls promptly and take a message from the caller. The message is then transcribed and sent to the relevant individual either via text or email.

When you are focused on the work at hand, in a meeting, or on the move, you are likely to miss a business call, especially if you are an entrepreneur or business owner without a full-time receptionist.

Our research shows that this is a big problem; with one in three business calls going unanswered, businesses are losing important sales leads daily and leaving a significant amount of potential revenue on the table.

With a message taking service, whether you’re stuck in a meeting or busy focusing on the core work of your business, you can improve your customer service and enjoy the peace of mind that comes with knowing that all of your calls will be answered.

With the Moneypenny app, for example, you can update your status with a tap of the home screen to let your dedicated receptionist know whether or not you are available to take a call. The app also comes with a handy GPS device that automatically updates your receptionist; if, for example, you only want to take calls when you are based in your office.


Enhance productivity

One of the somewhat surprising benefits of a message taking service is that it can vastly enhance your productivity. The phone is a vital source of leads for many businesses, and a missed call can mean a missed business opportunity. Not only that, but the phone is an essential touchpoint for your brand. 

An unanswered phone call can leave a potential customer feeling annoyed and frustrated. In contrast, a promptly answered call, with a polite and highly trained receptionist on the other end, is likely to give a much more favourable impression of your business.

However, with the number of spam and scam calls increasing year on year, many business calls are unwanted and unnecessary. Dealing with these calls causes frustration and can have a direct, detrimental impact upon productivity.

Multiple studies confirm that “fragmented work” is far less productive than focussed, uninterrupted work. Interruptions such as unwanted phone calls are not only annoying, but research shows that they measurably lower both the quantity and quality of work that we do.

If that wasn’t enough, further research shows that interruptions also increase the rates of errors made on the original task and can lead to significant increases in levels of stress and annoyance. In one study, when college students focused on a task were interrupted for 4.4 seconds, their error rates tripled!

With a message taking service or phone answering service, you can focus on the core work of your business, without having to constantly listen out for your phone.


Flow state

As outlined above, phone calls can be a double-edged sword. When it comes to productivity, it is a huge advantage to have a dedicated receptionist answering your calls.

Focusing on one task for several hours is often seen as a core skill for professional success. The key to doing this is being able to enter “flow state” – a term coined by Positive Psychologist Mihály Csíkszentmihályi. 

Flow state relates to “being in the zone” and is often touted as not only the most productive mindset but also the happiest.


One of the keys to entering this blissful yet productive state of mind is to remove external distractions. The most significant and most prevalent source of distractions known to humanity is the mobile phone. With a message taking service and a dedicated receptionist available to take your calls, you can put your mobile phone out of arm’s reach without having to worry about missing any calls.

For more information on the benefits of flow state and how to get into the right mindset, please see this YouTube video.


Peace of mind

Daily life can be stressful at the best of times. A message taking service can be an affordable yet highly effective way of increasing productivity and reducing stress levels. With the knowledge that all of your calls are being taken care of, you can relax and stay focussed when you need to, instead of constantly listening out for your phone.

With a 24/7 message taking or telephone answering service, you can also immerse yourself more completely in your leisure time. Whether you want to meditate for 10 minutes or spend the weekend away with the family, you can forget about business calls with the peace of mind that comes with knowing that they are all being dealt with by a dedicated receptionist.


Next level customer service

Research has shown that people no longer base their loyalty on price or even product; the majority of the time, loyalty comes when clients and customers receive excellent customer service. 

In fact, one survey showed that 86% of buyers are willing to pay more for a great customer experience. A further study by concluded that customer experience had overtaken price and product as “the key brand differentiator.”

What does this all mean? In practical terms, it means that one of the best things to do to ensure your business’s profitability and long-term success is to provide the highest level of customer service possible.

Customer experience and service begins with the first interaction or touchpoint. If a potential customer calls your business and there is no answer, they will often feel frustrated and go on to call a competitor. However, if a polite, highly trained, UK-based receptionist answers the call and provides a top-level experience for the caller, the caller will feel appreciated and valued.


Message taking service vs. telephone answering service

Message taking services are great, but to provide the next level of support for your business, a telephone answering service is superior. 

With Moneypenny’s dedicated receptionist service, your receptionist can take and pass on messages but also do so much more.

Your receptionist will be handpicked to match your business based on their experience and industry knowledge. You will then be given a chance to meet and speak with your receptionist on the phone to brief them on how you would like your calls to be handled. The receptionist will then take the time to get to know your business so that they can handle calls exactly like a full-time, in-house receptionist would, only at a fraction of the cost. 

You can instantly update your receptionist on your availability with the Moneypenny app. Upon receiving a call, the receptionist will then either warm-transfer the call through to you or a colleague or take a message that will be sent to you immediately via SMS text or email. You can also access all of your messages on the Moneypenny app and online portal. Furthermore, you can link leading calendar platforms with our system so that our receptionists know when you are available.

Whilst your dedicated receptionist will answer calls during regular office hours, with our 24/7 service calls received after 6 pm will be handled by a small team of highly trained out-of-hours receptionists, who will provide the same polite, professional service, that is specific to your business.  


With Moneypenny’s phone answering service, you can benefit from:

– No lengthy contracts

– A 7-day free trial (no payment details required)

– A local or toll-free professional number for your mobile

– Sales call blocking

– Calendar integration

– UK-based receptionists


For more information and to start a free trial – please visit our telephone answering service page.

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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