1
Understand your requirements
We have a chemistry session, either over the phone, by us visiting you (and meeting your team) or by you coming to Moneypenny, so you can get a true feel for who we are as a business.
Contact Center Outsourcing
Amazing people delivering customer service exclusively for you
We handpick a team of customer service agents to represent you 24/7. Either fully outsourced or there to complement in-house resource, they'll provide end-to-end customer journey management by logging into your own systems to answer calls and emails, responding on social media, managing your live chat, processing orders, taking payments and more.
Get your tailored quote today
- Amazing people & technology
- Thousands of businesses on board
- Unrivalled industry expertise
- Award-winning culture
Solve your biggest challenges with Contact Center Outsourcing
You need an outstanding partner who will:
- Provide a premium experience that provokes genuine customer engagement
- Offer multilayered service across phone, email, live chat, WhatsApp, social media and more
- Work within your internal tech stack with the data compliance all in place
- Act as an 'always on' improvements stakeholder, advising you on measurables ways to drive growth
- Complement you as a business with shared values, feel and approach
Moneypenny is commited to:
- Delivering the very best people, handpicked for their attitude and professionalism
- Flexing as appropriate to look after conversations within any communication platform
- Our Tech Team working with you in a safe and secure way to integrate with all of your systems
- Red flagging as part of regular sessions to share insight and recommend improvements
- Acting as brand ambassadors and truly reflecting how you like to speak to customers
Why choose Moneypenny?
Awesome receptionists you'd be happy to hire yourself
Intelligent call handling software so we are seamless and efficient
A perfected, one-of-a-kind call answering environment
Sales & Marketing
Our agents are trained to capture new inquiries from any channel, whether it’s a web form, inbound call, SMS, social media or live chat. They can qualify them based on your requirements via an outbound call. All information is added or updated in your CRM system, with the relevant action taken: whether it’s scheduling an appointment, processing an order or taking a payment.
Customer Care
Acting as a seamless extension of your team, our agents deliver exceptional service to your customers. Our unique call management software has been developed to recognize repeat and cold callers and dispatch calls, so every customer connection is handled efficiently. This is mirrored across multiple channels to drive high customer satisfaction rates.
Technical Support
Our skilled agents assist with complex queries using your knowledgebases and systems to provide effective resolutions on your behalf. Full audit visibility is available via our online dashboard or your web applications. We’re Level 4 PCI, HIPAA compliant and Cyber Essentials Plus accredited, with a comprehensive ISMS program in place, to ensure your customers’ privacy at all times.
Here to help you every step of the way
We create a solution that works for your business within a timeframe your whole team is comfortable with.
2
Scope out your ideal journey
Together, based on your current challenges, budget and timings, we work up the ideal solution. If you’re here with us, sit with one of our Contact Center Outsourcing Teams and listen to them in action.
3
Assemble your brand-new team
Based on everything we know already, your Contact Center Outsourcing Team of people are cherry-picked from our existing agent population. They follow your preferred training plan to understand your customer journey and SLAs.
4
Begin testing
We undertake technical & system testing, as well as internal role-play, to ensure we’re all confident before going live. Your Key Account Manager agrees a reporting and review schedule to meet your needs.
5
Move forward together
We’re in constant contact, making sure everything is being handled as planned. Thereafter, ongoing monitoring, quality assurance and account catch-ups kick in.
We'll integrate with all of your named applications
Our in-house Tech Team is on hand to support clients throughout their mobilization. We have the ability to access any virtual desktop environment, allowing us to look after all of your multichannel communications and record data within either hosted third party SaaS platforms, or your own CRM infrastructure.
Unique call management software
The latest innovations all developed in-house, such as VIP & repeat customers recognition and cold caller blocking.
CRM integration
Via leading platforms to manage communications across calls, live chat, video calling solutions, social media and more.
Calendar integration
Using the mainstream providers to access real-time team availability and arrange appointments.
Valuable management information
Full visibility via our own dashboard with agreed KPIs applied, or using those provided by your own web applications.
Secure reporting & Data compliance
Level 4 PCI compliance with a comprehensive ISMS program in place to ensure clients’ privacy at all times.
Innovation across multiple channels
Tailored improvement plans to drive growth and CX efficiencies in the fast-moving world of chats, texts & posts.
Start your journey with the world's #1 provider today
- Amazing people & technology
- Thousands of businesses on board
- Unrivalled industry expertise
- Award-winning culture
