Informing your team about our service

Getting your team on board with Moneypenny comes down to two things: being clear about why you made the switch, and giving everyone a simple way to understand what's changing day to day. This guide covers four steps, from setting out your reasons for outsourcing to inviting ongoing feedback once your PA is up and running, plus a ready-to-adapt script for announcing the change to your staff.

Step 1: Set out your vision

Before you tell your team anything, be clear with yourself about the business challenges Moneypenny is solving and what's changed as a result. Sharing this openly, rather than just announcing "we're using an answering service now", helps your team understand the purpose behind the change. For example:

Business challenges before Moneypenny:

• The phone was consistently under or over-staffed.
• Office staff were distracted by overflow calls.
• The business couldn't support a full-time, in-house receptionist.

What changes with Moneypenny:

• A dedicated PA answers calls whenever no one in the office is available.
• Office staff can focus on their own work instead of overflow calls.
• The business avoids the recruitment, HR and overhead costs of an in-house receptionist.

Sharing this context, rather than just the decision itself, tends to lead to a team that engages with the service properly from day one.

Step 2: Communicate your vision, using this sample script

Once you know your reasons, put them into a short, direct message for your team. Whether that's a letter, an email, an intranet post or something on the staff kitchen noticeboard depends on how your team likes to receive updates. Below is a sample script covering the questions your team is most likely to have. Copy, adapt and swap in your own details (including your PA's actual name in place of the example, "Alice") before sending it out.

Who is Moneypenny?Moneypenny is the UK's number one provider of outsourced call handling. We've heard great things, and we want to put them to the test.

What are they going to provide?A real person, not based in our office, but theirs: a dedicated Moneypenny PA. [We've had a Welcome Call with ours and told them who each of us are and how we like to work.] Callers will assume she's part of our in-house team, because she'll transfer calls and take messages exactly as we do now.

Why do we need Moneypenny?We're not terrible at answering the phone, but we can't honestly say we answer every single call promptly. When we do, it often interrupts busy team members in the process. That's not good for us or our customers.

How will Moneypenny benefit us?Our PA will be on hand whenever the phone is engaged or unanswered: lunchtimes, meetings, illness, holidays. No one has to worry about an unanswered call again.

How will this affect me?In a good way, we hope. Fewer unanswered calls to deal with, and happier customers because queries get dealt with there and then.

Anything else I need to know?Yes: we'll each have access to an app to keep our PA up to date on our whereabouts, which they can relay to callers. If you've more questions, just ask.

Step 3: Tell your team about the technology

Moneypenny's app is what connects your team to the person looking after their calls. Employees can update their PA on their movements manually, or enable GPS so their availability updates automatically based on their location, whichever suits them best. (Confirm before publishing: the app also allows call recording for easy reference, voicemail transcription, and making calls from your main office number via mobile.)

Step 4: Invite feedback

Just as you're asking your team to be open to a new way of working, be open to their feedback in return. Your team are the ones interacting with the service day in, day out, and they're often the first to spot how it could work even better for your business, because they know how it actually runs. If there's something you feel is missing, tell us: many of Moneypenny's most useful features started as client feedback.

In short

Introducing Moneypenny well means being upfront about why you made the switch, giving your team a clear, simple explanation of what's changing, walking them through the technology, and staying open to their feedback as you go. If there's anything else we can do to help with your transition, call us on 0333 202 1005.