How an accountancy firm reduced call abandonment

The quality of their call handling service is amazing

Joanna Giles Head of Facilities

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When did you realise you needed support?

“We’ve always tried to monitor our call abandon rate to keep it lower than 5%, but with our in-house team too busy to answer the phone, this became impossible. We first heard about Moneypenny as they were a fellow winner of the ‘Best Companies to Work For’ award, so we got in touch.”

What does good customer service look like?

“We're not your typical accountants or business advisers. We're constantly looking for ways to push and better ourselves, empowering staff and clients alike. Because of this, clients expect to be greeted with a bubbly personality when they call - and Moneypenny fulfils this perfectly.”

How has Moneypenny changed your business?

“I was invited by Moneypenny to visit their office and meet the team who would be taking our calls. The atmosphere there is warm and the team were so natural, any concerns or apprehensions I had were forgotten. It was an easy decision to bring Moneypenny on board and they now answer any calls our team can’t get to.”

What are the key benefits?

“The transition to Moneypenny couldn’t have been easier. They asked all of the right questions and went out of their way to understand the way we work. Now, our in-house team can focus on their job whilst Moneypenny takes care of our calls.”

Any advice for other businesses?

“The initial decision to outsource your business calls can often be a difficult one, but we've been amazed by the result. I would absolutely recommend Moneypenny to other businesses, the quality of the service is amazing.”

Discover our solutions for accountancy firms >

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Moneypenny provides: overflow support

Busiest time of day is between: 2 - 3pm

Most support is needed on: Thursdays

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