When did you realise you needed support?
“Outsourcing our calls isn’t anything new to us. However, we had a bad experience with a basic answering service and wanted something more premium and dedicated. After searching online, Moneypenny seemed to be the best option. It wasn’t long before we got in touch and tried out their service.”
What does good customer service look like?
“For our care home, good customer service is all about efficiency. We’re often juggling multiple things at once, but it’s important we give every task 100% of our attention.”
How has Moneypenny changed your business?
“Now, Moneypenny answers any calls we can’t get to. We have our own receptionist, Nicola, who’s based in their specialist healthcare team and accountable to us. We really like that we have someone dedicated to our care home and it makes for a more personalised experience. Nicola is efficient, well-spoken, polite and helpful – exactly the type of person we want to represent our care home.”
What are the key benefits?
“The biggest benefit for us is that our in-house staff have gained the time to focus on their jobs, without having to worry about manning the phone. As a busy care home this is extremely important and Moneypenny’s flexible support means we’re able to put resident care first.”
Any advice for other businesses?
“Moneypenny are clearly experts in their field and it’s a relief to know our callers are being looked after by capable and friendly individuals.”