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Telephone Answering

We give you your own Moneypenny PA. Someone you know and trust to look after your calls exactly as if based in your office.

The 5 best places to include your new busines…

Congratulations! You have your professional business number, but now you need to get it out there. W…

Activating outbound calling

When you’re out of the office and need to speak to a customer, you might think you have to make a …

Activating voicemail transcription

Raise your hand if you never get around to listening to your voicemails. Sound familiar? Don’t fee…

Activating in-app calling

In-app calling cuts costs and improves efficiency. Savvy business owners understand how important it…

Your guide to regional, national and freephon…

Whether it’s a new car, headphones, a kitchen fitter or electricity provider, when you’re lookin…

The Moneypenny Difference

Our co-founders recognised from the outset the importance of making Moneypenny a trailblazer in its …

Using GPS in the Moneypenny app

The Moneypenny app is the perfect way to keep in touch with your PA. In fact in just 4 super-simple …

Meet your Moneypenny PA
Meet your Moneypenny PA

Knowledgeable, trustworthy and confident – your Moneypenny PA is an extra pair of hands withou…

A guide to business numbers

The right business number will help you capture enquiries in your targeted areas. At Moneypenny we c…

Get to know the Moneypenny portal

When you use Moneypenny’s Telephone Answering Service, having the support of a dedicated PA is onl…

Informing your team about our service

The reasons why businesses outsource their calls to Moneypenny vary, but the outcome is always the s…

Diverting analogue phone lines to Moneypenny

Although diverting your calls sounds complex, it needn’t be. We’ve put together an incre…

Diverting ISDN phone lines to Moneypenny

The advice below assumes BT is your line provider. If not, don’t worry. The chances are they w…

The 5 best places to include your new busines…

Congratulations! You have your professional business number, but now you need to get it out there. W…

Activating outbound calling

When you’re out of the office and need to speak to a customer, you might think you have to make a …

Activating voicemail transcription

Raise your hand if you never get around to listening to your voicemails. Sound familiar? Don’t fee…

Activating in-app calling

In-app calling cuts costs and improves efficiency. Savvy business owners understand how important it…

Your guide to regional, national and freephon…

Whether it’s a new car, headphones, a kitchen fitter or electricity provider, when you’re lookin…

The Moneypenny Difference

Our co-founders recognised from the outset the importance of making Moneypenny a trailblazer in its …

Using GPS in the Moneypenny app

The Moneypenny app is the perfect way to keep in touch with your PA. In fact in just 4 super-simple …

Meet your Moneypenny PA
Meet your Moneypenny PA

Knowledgeable, trustworthy and confident – your Moneypenny PA is an extra pair of hands withou…

A guide to business numbers
A guide to business numbers

The right business number will help you capture enquiries in your targeted areas. At Moneypenny we c…

Get to know the Moneypenny portal

When you use Moneypenny’s Telephone Answering Service, having the support of a dedicated PA is onl…

Informing your team about our service

The reasons why businesses outsource their calls to Moneypenny vary, but the outcome is always the s…

Diverting analogue phone lines to Moneypenny

Although diverting your calls sounds complex, it needn’t be. We’ve put together an incre…

Diverting ISDN phone lines to Moneypenny

The advice below assumes BT is your line provider. If not, don’t worry. The chances are they w…

Download the Moneypenny app

Case Studies

Pearl Accountants


Pearl Accountants

Award-winning practice Pearl Accountants came on board with Moneypenny’s Telephone Answering s…

Forager’s Gin


Forager’s Gin

Bespoke gin distillery Forager’s Gin came to Moneypenny in 2017 looking for support in growing…

Elephant Digital


Elephant Digital

Liverpool based digital creative agency Elephant Digital have been using Moneypenny since 2016. In…

Vet Dynamics


Vet Dynamics

A specialist independent veterinary business, Vet Dynamics has been a Moneypenny client since Decemb…


Taylor & Hart

Nikolay Piriankov, CEO, explains how the London based bespoke jewellers offers a special customer ex…


12 King’s Bench Walk

Andrew Hogarth, Barrister, reveals how the civil set of chambers have found the ideal cost-effective…


Vets4Pets Cheltenham

Zoe Hatton, Practice Manager, shares how they now offer consistently good customer service with 24-h…


Cooper Parry

Joanna Giles, Head of Facilities, explains how the leading accountants have bettered both client and…


Stephen Oldham Driving Solicitors

Stephen Oldham, Specialist Solicitor, shares how he continues to win business even when he's unavail…


ISG

Elle Gambold, Facilities Manager, shares how the global construction services company can always rel…


Advent IM

Mike Gillespie, Managing Director, shares how the security consultancy always maintain a professiona…


Carbase Bristol

Alex Jones, Head of Marketing and Digital, explains how the region's favourite car supermarket benef…


AF Hill

Andrew Hill, Owner, explains how his legal firm provides top quality customer service thanks to Tele…


The Robinson-Jackson Group

Tony Robinson, Operations Director, shares how the estate agency is available for their customers 24…


GreenThumb

Daniel Ashdown, Customer Support Manager, describes how the lawn treatment experts have perfected th…


PatientSource

Lee Francis, International Sales Director, shares how the healthcare software creators have relieved…


ebl Miller Rosenfalck

Trine Jensen, Chief Operating Officer, explains how the European business lawyers put client service…


Stuarts Residential

Stuart Nash, Managing Director, tells us how the property management experts capture every call with…


Moore Kingston Smith

Simon Booth, Head of Premises & Facilities, shares how the Top 20 accountancy tackle busy periods wi…


Megaclose

Paul Brady, Project Manager, shares how the student accommodation providers gain more leads with 24/…


Clinic 95

Sarah Johnson, Reception & Admin Manager, shares how their state-of-the-art dentistry clinic gets to…


The Lemon Tree

Sam Regan, Manager, explains how the hotel and restaurant have bettered their customer experience of…


Sarah Dwight Solicitors

Sarah Dwight, Owner, explains how her customer service offering has improved thanks to Telephone Ans…


Room Rental Specialists

Natasha, Owner, shares how having the best quality Telephone Answering support has worked wonders fo…


Lubbock Fine

Geoff Goodyear, Consultant, shares how the long-standing chartered accountants retain their exceptio…


Tayntons

Andrew Ollerenshaw, Managing Partner, tells us how the pressure on their in-house team is relieved w…


Profile Pensions

Julia Swain, Chief Customer Officer, tells us how the trusted financial advisers guarantee a profess…


Halliwell Jones

Phil Jones, Group Aftersales Manager, explains how the BMW dealership looks after every one of their…


Spring Law

Sue Ashayer, Finance & Practice Manager, shares how the investigations and disputes experts capture …


Vet4Life

Ian Stroud, Owner, explains how they make every call count by putting owners and their pets first wi…


Keller Williams

Gaven Swan, Chief Operating Officer, shares how the property giants can focus on supporting their ag…


Holistic Dental Centre

Sharon Saunders, Practice Manager, explains how the dentistry specialists' patients get the service …


Flooringsupplies.co.uk

Adrian Lee, Managing Director, shares how their customer service has never been better with the supp…


Mogers Drewett

Steven Treharne, Managing Partner, tells us how the expert solicitors have seen an increase in custo…


Wilson Partners

Allan Wilson, Director, explains how the award-winning chartered accountants have grown their busine…


Belvoir Wrexham

Vaughan Schofield, Director, shares how the award-winning estate agents efficiently respond to clien…


Oliver’s Travels

Ravi Sabharwal, Co-Founder, tells us how the luxury travel company deliver fantastic service day or …


Blackshaws Dealerships

William Blackshaw, Managing Director describes how the family-owned dealership goes above and beyond…


Moy Vets

Michelle Lingard, Owner and Senior Vet, describes how they never miss an appointment booking thanks …


Quentin Hunt

Quentin Hunt, Barrister, shares how the award-winning specialist operates even more efficiently with…


Autoecosse Mitsubishi

Richard Fraser Lawson, Finance Director, shares how the after sales and service experts are ahead of…


Barton Wyatt

James Wyatt, Partner, explains how the property specialists deliver a reliable and personal service …


Birmingham Cardiology

Dr Ali Hamaad, Consultant Cardiologist, shares how the specialist clinic's appointment bookings are …


Chamberlains

James Cooper, Director, explains how the premier estate and letting agents offer a consistent servic…


JMW

Mike Bloor, Business Supervisor & Senior Associate, shares how the Top 100 firm has increased their …


Chinneck Shaw

Lizzie Burt, Marketing Manager, tells us how the top estate agency know they're in safe hands with T…


Mercury Car Centre

Neil Hutchinson, Owner, tells us how the accredited service and repairs garage have revolutionised t…


Keatons Estate Agents

Claire Mardle, Executive Assistant, describes how the market-leading property experts are always one…


Urban & Rural

Craig Reynolds, Owner, describes how the independent estate agency's valuations are higher than ever…


V4B

Alex Bryan, Marketing Manager, explains how the bespoke vehicle finance company wins more business w…


Acorn Blue

Danica Clements, Group Marketing Manager, shares how the development specialists have all bases cove…


Farleys Solicitors

Reta Rose, Marketing Manager, shares how the leading firm are available to clients on all platforms …


npower

Jaime Davies, PR Executive, tells us how the leading energy supplier's press office runs even more e…


Lansdown Mazda

Danny Sacco, Managing Director, shares how the automotive giant benefits from the support of Telepho…

Telephone Answering

FAQs

How Telephone Answering works
How does Moneypenny know who the call is for?

You are given a divert number that is unique to you. Any calls received on that line will make your screen pop up here at Moneypenny and the call will be answered in your company name.

Are all my calls answered by Moneypenny?

This is up to you – you control the divert facility on your telephone line via your phone’s keypad. You can choose to send all calls, or just the ones when your line is engaged or unanswered.

What if two callers ring my business at the same time?

Don’t worry, neither of them will hear an engaged tone – there is no limit to the number of calls that can be diverted simultaneously.

Does Moneypenny keep a log of my past messages?

Your Moneypenny PA has a log immediately to hand. You also have, via your Online Portal and App, access to a realtime updated log of all calls and messages from the past three months.

Working with your Moneypenny PA
What if my Moneypenny PA is engaged when a calls comes in?

Your call is passed to one of their three teammates. That person has all your information in front of them prior to answering the call. All Moneypenny PAs work in small groups of four to ensure continuity of service.

Can I meet my Moneypenny PA?

Yes, we encourage this as much as possible. Please feel free to drop into our Wrexham office whenever suits you. We make great coffee! Moneypenny, Western Gateway, Wrexham, LL13 7ZB.

Transparent pricing
If you put calls through to me, how much does the call cost?

You are charged by the minute at the standard BT rate.

Can you receive faxes on my behalf?

Yes – our Fax-to-Email service sends them straight to your inbox. Prices start from £12.50 per month.

Are there any long-term contracts?

No – we know you don’t want to be tied into a long-term contract. After the one week trial there is a three month minimum contract. Thereafter, we require one month’s notice to close your account from the date of your next invoice.

If I’m going to be busy, are there any discounts available?

You can switch to a larger call bundle. Simply inform Moneypenny before your next invoice is sent out.

Out of hours
What happens out of hours?

From 6.00pm until 8.30am the next morning, your calls will divert to our voicemail system, where your Moneypenny PA has recorded a personalised greeting message for you. For telephone answering support outside of these hours, talk to us about our evening, weekend and 24/7 solutions.

Technology at your fingertips
What features are included?

The Moneypenny app includes the following features:

  • Access your Moneypenny calls & messages
  • Update your Status manually or use GPS to automate it
  • Keep in touch with your PA and let them know what to inform your callers
  • Enable call recording for easy reference
  • Add important customers to your VIP callers list
  • Block unwanted callers and set them to ring out

What are the additional features and how much do they cost?

In addition to the standard service, you can also add the following features:

  • Voicemail transcriptions – receive transcriptions of your voicemails, just as if they were text messages for just £5 per month.
  • Outbound calling – make outbound calls from your business number on your mobile. Calls are charged at 2p per minute for calls to a landline and 9p per minute for calls to a mobile. International calls will be charged at 50p per minute.
  • In-app calling – receive calls transferred by your Moneypenny PA within the app, free of charge.

What are Voicemail transcriptions and how accurate are they?

Voicemail transcriptions are text versions of the voicemails you have received from your callers. When this service is enabled, any voicemails you receive from then on will include the sound file and full text for that message. This allows you to clearly see the message from your caller without needing to listen to the sound file. A combination of cutting-edge technology and real people ensures they are always accurate.

What is In-app calling and how does it work?

Receive calls via the internet on your app using VoIP technology – simply visit the Moneypenny app and activate this feature within Settings. If you have requested calls to be transferred to your mobile, your PA will try to connect via your app first. If you do not have Wi-Fi or 4G, we will then call your mobile device. Any calls connected through the Moneypenny app will not incur transfer charges.

How do I activate / deactivate In-app calling?

You can easily turn In-app calling on and off via the Settings screen.

What is Outbound calling and how does it work?

The dialler available within the Moneypenny app allows you to make an outbound call via your business number. If you have more than one business number through Moneypenny, you can choose which one you wish to display. You also have access to your contacts and VIP callers on your dialler screen, so you can call them with just one click.

How do I activate / deactivate Outbound calling?

You can easily turn Outbound calling on and off via the Settings screen.

What is the VIP list?

The VIP list allows you to notify your PA of important callers. You can add notes so your PA knows exactly how you’d like their calls to be handled (e.g. always put through to my mobile).

What is the blocked list?

If there are certain callers you do not wish to speak with, such as unsolicited callers, you can add them to your blocked list and this will ensure that their calls ring out.

How do I enable GPS on a Status?

When adding a Status, simply switch the GPS feature on. You will be prompted to set the GPS location for the Status, as well as what you would like this to be updated to when you leave this location.

Voicemail transcriptions
How do I turn Voicemail transcriptions on?

If you’re an iOS user, you can turn Voicemail transcriptions on by going to Settings > Voicemail transcription settings > Turn On/Turn Off. You will then be prompted to call the ‘Moneypenny Turn On’ contact, which has been added to your contacts on your mobile phone. This call is free, and sets up the necessary diverts with your mobile network that Voicemail transcriptions require to work.

If you’re an Android user, you can turn Voicemail transcriptions on by going to Settings > Voicemail transcription settings > and by clicking on the ‘Turn On’ button. This will set up the necessary diverts with your mobile network that Voicemail transcriptions require to work.

How do I turn Voicemail transcriptions off?

If you’re an iOS user, you can turn Voicemail transcriptions off by calling the ‘Moneypenny Turn Off’ contact, which is added to your contacts on your mobile phone when you turn on Voicemail transcriptions. This call is free, and cancels the diverts that were set up to activate the service.

If you’re an Android user, you can turn Voicemail transcriptions off by going to Settings > Voicemail transcription settings > and by clicking on the ‘Turn Off’ button. This will cancel the diverts that were set up to allow Voicemail transcriptions to work.

What happens to the voicemail provided by my network provider?

When you activate Voicemail transcriptions, your standard voicemail will be replaced by a Moneypenny greeting. When you miss or reject a call on your mobile, your caller will go through to this voicemail and we will then transcribe this message for you. These voicemail messages will be shown alongside your PA messages in the Moneypenny app.

Can I change my voicemail greeting?

Yes, you can change your voicemail greeting at any time. To do this, open the Moneypenny app and go to Settings > Voicemail transcription settings > Record voicemail greeting. Follow the instructions on screen to record and save your new message. To activate this, head to Saved Greetings and select it from the screen.

I’m unable to set up my Voicemail transcriptions divert, why is this?

Setting up your divert and turning Voicemail transcriptions on is very straightforward. However, there are some situations in which it will not be possible to set up the necessary diverts, such as:

  • Your network provider will not allow diverts to be set up. This means that it will not be possible for you to use the Voicemail transcription feature.
  • If you try turning Voicemail transcriptions on when using Wi-Fi calling, you may encounter an error. Disable Wi-Fi calling and try again.

We recommend that you contact your mobile network provider for support if you continue to have issues setting up your Voicemail transcription divert.

My Moneypenny Turn On and/or Moneypenny Turn Off contacts are missing from my contacts, what do I do?

Simply open the Moneypenny app and go to Settings > Voicemail transcription settings > Turn On/Turn Off. This will automatically re-add the contacts to your phonebook. This also applies if the numbers are deleted from your contacts.

Your privacy
Why do you ask for access to my contacts?

The Moneypenny app requires access to your contacts for the following reasons;

  • Recognised contacts will be displayed in your calls & messages – you’ll see caller names, not just numbers.
  • You will be able to make outbound calls to your contacts using the ‘My PA’ dialler.
  • You will be able to add your contacts to your VIP list with ease.

Are my contacts kept private?

Yes. We value your privacy and will never contact or share your contacts with any third parties.

Will you contact or share information about my contacts to third parties?

We promise to never approach any of your contacts or pass their details on to any third parties.

We give you amazing people and technology:

Telephone
Answering

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

Discover >
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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