Search by keyword, such as: divert, calls, chats …

Your questions answered  

In light of recent circumstances surrounding the outbreak of coronavirus, we’ve received a number of questions and queries from both clients and prospective customers. 

To help solve some of your concerns and provide peace of mind during this challenging time, we interviewed Vice President of Operations for Moneypenny US, Mel Carlen.

Following COVID-19, will Moneypenny still be able to answer calls and chats for its clients? 

Absolutely. Thankfully, our robust business continuity plan has meant we’ve been able to adapt to the current situation efficiently.

Our call and chat technology platform is built using technology that’s hosted in the cloud (VoIP), and our own internal data and tech system is built on a platform called Twilio. This essentially means that no matter where our Receptionists are, they can still securely access the data and information they need to continue delivering the exact same quality customer experience as before.

We have 100% capacity for our Receptionists and support staff to work from home, with all the equipment and tech in place; meaning that our clients can keep communications flowing with their customers, just as always.

What is Moneypenny doing to help clients who have been impacted by the situation?

We understand that this will be a challenging time for many people and their businesses. We’re working closely with each of our clients to help find the solutions that best fit their current needs during this unprecedented time. This flexible approach is something we have been advocates of since day one.

Where clients are receiving more calls than usual, we’re providing extra call answering or live chat support. Likewise, we’re reducing our support where clients are in a difficult financial situation or have found themselves with spare capacity to manage these services in-house for the time being. If you have any concerns, please just pick up the phone and call us on 844 364 6619 – we’re here to help.

How is Moneypenny currently supporting its staff? 

We’ve equipped all of our wonderful staff with the tools and equipment to work effectively from home so that they can continue to deliver exceptional service on behalf of our clients.

A new focus for us now is to maintain our amazing Moneypenny culture through this transitional phase, away from our offices.

How do you maintain a positive culture while you’re working remotely? 

Culture is at the heart of everything we do at Moneypenny. We’re finding new ways to ensure this is still the case even when we’re working remotely.

Workplace by Facebook continues to be a key everyday platform for us. It’s a brilliant tool for keeping our team engaged with the Moneypenny vision, recognizing hard work and personal achievements, and ensuring we all feel better-connected.

You can read more about our top tips for working remotely, here. And check out the five digital tools Moneypenny uses every day, here.

If you’ve been affected by recent circumstances and you’d like more support or information about how we can help your business, call us on 844 364 6619 today. 

We give you amazing people and technology:

Phone Answering

Your own Moneypenny Receptionist 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.

Discover >