A few questions and answers.
Can we divert calls from different offices and departments to Moneypenny?
You can divert as many locations as you like to Moneypenny. Every call will be answered in your company name, or you may wish for calls to be answered in department or location names – we will answer calls in a way to suit your business.
How do we divert our calls to Moneypenny?
Using standard BT features, features within your phone system or using a bolt-on piece of technology that we provide. We will advise you on the most efficient and cost-effective way, and will work in partnership with your IT/telephony department.
What do you do with a call once you have answered it?
We can put the call directly through to you, on a direct line or on a mobile (we will always introduce a call to you, so you have the option of taking it or asking us to relay a message to the caller). Alternatively we can take a message and send it through to you by text or email. Each member of your team can choose how they would like us to handle their calls – some people want to know about every caller immediately, others want a message taken so that they can respond at a suitable time. We will handle calls differently according to each individual’s diary and availability, and of course will direct calls to colleagues at holiday times.
How does Moneypenny know who the call is for?
Your business will be given a unique 'divert' number. Any calls received on that line will 'pop' your company screen, the call will be answered in your company name and will then be handled according to your individual requirements.
Are all our calls answered by Moneypenny when we divert them?
It's up to you - you control your divert facility. You can choose just to send engaged or unanswered calls to Moneypenny. Or you might choose to send all calls to Moneypenny. You may want us to look after your overflow calls for the majority of the time and then look after all calls when your reception team are particularly busy. We’re here whenever you need us.
If Moneypenny is on the phone to one of my callers and a second caller rings,
does that caller get an engaged tone?
No. There is no limit to the number of calls that can be diverted simultaneously.
If we are expecting to be very busy for a limited period, can we take advantage
of the discounts available for high call volumes?
Yes. You can change to a different payment scheme. We just ask that you inform us prior to the sending out of your next invoice.
What happens if our Moneypenny Receptionist is on the phone when
one of our calls comes in?
Your call is passed to one of her team of three. That person has all your information in front of her prior to answering the call. If she cannot answer the enquiry, the call will be passed back to your receptionist as soon as she is free.
Does Moneypenny keep a log of past messages?
Yes, and we use it regularly. If you have a caller who rang three months ago we will know who they spoke to, what the call was regarding and all their contact details before we even answer the call. This same information is available to you at any time via 'Moneypenny Online'.
Are there any long term contracts?
Under normal circumstances, we apply a three-month minimum contract and thereafter require only one month's notice to close your account from the date of your next invoice. However, we can tailor a contract to suit you if preferred.
What format can you accept diaries and documents in?
All PAs are on PC's running Windows. They have the latest version of Microsoft Office (including Word, Outlook and Excel) on their desktops. Your Moneypenny receptionist will manage your information to ensure that every call is handled to your individual requirements and to reflect your diaries.
Can you receive faxes on our behalf?
Yes. Each fax is treated as a message and forwarded via email. Moneypenny also provides a Fax to Email service, eliminating the requirement for an in-house fax machine.
Can my Moneypenny Receptionist help my business in other ways than
answering the phone?
Short of making the coffee, the answer is yes. Many people ask their Receptionists to book flights, make appointments, find quotes etc. Some clients also use Moneypenny’s Telebusiness team to conduct market research and undertake data cleansing and appointment generation.
What happens out of hours?
If you want to send calls to us out of hours, from 6pm until 8.30am the next morning your calls will divert to our voicemail system where your Moneypenny Receptionist has recorded a personalised greeting message for you. You choose how your voicemails are handled - either checked by Moneypenny each morning, to be written up and sent to you as a message, or an email sent to you with the message attached as a WAV file for you to play back on your own computer.
Where are the Receptionists based?
All Moneypenny Receptionists are based in our office in Wrexham, near Chester. You are welcome to visit at any time and meet the team.
