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Efficient call handling for Audley Travel

Maire Kennedy, Resource and Telephony Lead, shares how the tour operator specialists free up time for their sales team with Moneypenny's call support.

When did you realise you needed support?

“Having multiple phone lines meant our sales team were mostly handling the high volume of general enquiries coming through, which wasn’t the best use of their time and affected their ability to concentrate on clients. We needed an expert provider who could set up a direct line and act as a switchboard for us, so we sought out Moneypenny.”

What does good customer service look like?

“To us, this means being available to our clients. This includes no hold times or waiting to speak with someone on the phone, they should be greeted by a polite and courteous person who’s able to give them the information they need, which is exactly the service Moneypenny provides.”

How has Moneypenny changed your business?

“As the first point of contact, our Moneypenny Receptionist, Katie, and her team answer all incoming calls. They’re adept at interacting with callers and always ask for the relevant information, so they’re able to direct them to the best person within the business. They’re unflaggingly positive, efficient, and the attention to detail shown in the qualified caller messages we receive is amazing.”

What are the key benefits?

“Courtesy and clarity have been the hallmarks of the service Moneypenny provides. Their support gives our team breathing room, which has improved productivity and allows them to focus on driving sales. It also enables us to stay agile as we can make any process changes easily, and the online portal and reporting available are fantastic. Moneypenny has completely streamlined our call handling.”

Any advice for other businesses?

“It’s always a nerve-wracking prospect to have another company interact with your clients directly, but don’t hesitate to use Moneypenny. They ensure your clientele are treated according to your exact specifications, so your calls will be in excellent hands.”

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