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Extending virtual opening hours means more business for Robinson-Jackson

Tony Robinson, Operations Director, shares how the estate agency is available for their customers 24/7 with around the clock Telephone Answering.

When did you realise you needed support? 

“For 50 years, our agency opened on Sundays & Bank Holidays and it has always been a challenge to balance staffing requirements whilst offering the best service possible. In order to achieve this, we looked into outsourcing our calls. Researching providers, it was clear Moneypenny is the best on the market.”

What does good customer service look like?

“Continuity of service is crucial in providing customer service excellence. No matter when our customers contact us, our aim is to ensure the quality of service is the same every time. Our customers experience no difference in service whether it’s us or Moneypenny who answer the phone.”

How has Moneypenny changed your business?

“Moneypenny answers calls 24/7 for several of our branches. We’ve recently found that by being open evenings, weekends and Bank Holidays we are managing 33% extra viewings for our customers’ properties and, with Moneypenny’s support, we can ensure we’re capturing this extra business.”

What are the key benefits?

“Nowadays, zero business is lost because calls are always answered. It takes a lot of faith allowing a third party to answer your calls, because you are relying on them to convey your brand values and the same level of service you expect from your own staff. Moneypenny has got it covered!”

Any advice for other businesses?

“Moneypenny is a business must-have for us – we wouldn’t be without them.”

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