Today’s Conveyancer talks to Samantha Jones
Samantha is the Head of Property at Moneypenny, a company who look after business telephone calls.
How can Moneypenny help conveyancers?
In a best case scenario your receptionists would always be able to answer your calls. However, the reality is that isn’t always possible. When they are particularly busy, staffing levels are low or even just to cover lunchtime, completion days or holidays Moneypenny can help. Your calls can be routed seamlessly to Moneypenny, making sure no calls go unanswered and you capture every opportunity coming into your practice.
How does the service work?
All clients get a fully briefed, dedicated Moneypenny receptionist who will answer calls as if are based in your office. Your callers will be none the wiser! The receptionist will deal with your calls exactly as you want them to be handled, sending detailed messages back to your team or transferring calls through to direct dial lines. We can also transfer urgent calls through to mobiles. We’ve just started providing a 24/7 service that has seen a great uptake too, and has really helped some conveyancers stand out in an already competitive market place.
How many firms are using the services?
We are continuing to grow but are currently working with over 700 law firms across the country, about 60% of these firms deal with conveyancing.
What sets you apart from other firms?
We’ve recently been recognised for the third time in the Sunday Times 100 Best Companies to Work For. For the second time we were been awarded the highest accolade of three stars. We hope this will show our clients that their calls are being handled by a happy and positive team, who enjoy their work and strive to give the best possible service to each and every client.
Any business is only as good as its people and here at Moneypenny we are very fortunate to have fantastic people. For us it’s important to create a happy and rewarding environment where everyone is valued and hard work is recognised. One of the lovely things about Moneypenny is the family feel which hasn’t changed as the company has grown over the years. We still have clients we started out with 13 years ago and part of the reason for that is the way our receptionists build up relationships, really getting to know their client’s business and considering themselves as much a part of their clients’ teams as ours.
What would you say to firms who might be worried about using a third party?
Quality is everything to us and we make a point of hand-picking our receptionists for their positive attitude and professional approach, ensuring we deliver an outstanding service. We’re the market leader for a reason and a large amount of our business growth is based on recommendation as more and more happy customers tell others about us. 98% of those who take up our offer of a free trial stay with us.
What about data protection and confidentiality?
We understand how important this is to our clients and it something we cover in detail in all our training. When a receptionist joins Moneypenny they immediately sign a Non-Disclosure Agreement and are made familiar with the Data Protection Act. All information disclosed by or relating to a client is treated as strictly confidential and is held on a database that can only be accessed by authorised Moneypenny employees in order to perform their duties. Each account is held strictly independently and our databases are backed up throughout the day and nightly.
What type of firms use the service?
Well one firm came to us recently as they had a scenario of calls coming into their reception and then bouncing on into other departments. In addition to this, callers ringing fee earners’ direct dial lines were going through to their voicemails. They were conscious that they were missing calls and losing out on potential new business opportunities by not capturing all the calls coming in. They knew they needed to make changes while enhancing their overall customer experience.
We set the firm up on a 4 week trial to test the Moneypenny service and as a result they have been extremely happy with the results. Their receptionists can now focus on signing in new visitors and when on the phone they can confidently ensure the caller has their full attention knowing that their Moneypenny Receptionist is supporting them. Their fee earners are also very happy as we are able to make sure they do not miss out on new enquiries simply because they are busy on peak days such as completion day.