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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 your in-house team, our customer service agents provide end-to-end customer journey management by logging into your systems to answer calls and emails, manage live chats, process orders, take payments and more.
Request a quote
How it works
Choose Moneypenny as your Outsourced Contact Center
Your current challenges:
- Staff often juggling multiple tasks at once, unable to focus on what they do best
- Fluctuating demand makes it difficult to plan resource
- Missed calls mean missed opportunities, and a missed chance to make an impression
- Unable to consistently deliver the premium customer experience you'd like
- Reactive rather than proactive approach
What Moneypenny can offer:
- Delivering the very best people, handpicked for their attitude and professionalism
- Flexing as appropriate to look after conversations within any communication platform i.e. phone, email, live chat and more.
- Our Tech Team working with you in a safe and secure way to integrate with all of your systems
- Highlighting insights and recommended improvements as part of regular sessions with your team and stakeholders
- Acting as brand ambassadors and truly reflecting how you like to speak to customers
Here's why our Contact Center Outsourcing service is different
Improve CX delivery
Maximize sales
Drive more innovation
Hit agreed SLAs
Scale up efficiently
Improve customer journeys
Get your custom quote today
- Amazing people & AI solutions
- Thousands of businesses on board
- Unmatched expertise
- Award-winning culture
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 knowledge bases 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 hand-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. After this, ongoing monitoring, quality assurance and account catch-ups kick in.
Request your custom quote
We'll integrate with all of your named applications
Our in-house Tech Team is on hand to support clients through their onboarding journey. 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.
CRM integration
We drop leads directly into your CRM, so everything’s in one place.
Appointment scheduling
We schedule appointments directly into your calendar on your behalf.
Order processing
We process your orders and take payments from your customers.
Custom form population
Provide us with a link to an existing form and we’ll complete it when instructed.
Call dispatching
Typically used in urgent or emergency scenarios, we take the necessary information and call you at set intervals until successful.
On-call management
We setup a daily/weekly contact list based on which team member is on-call that day, to define where calls are directed.
America’s best receptionists
Our warm and professional receptionists act as a seamless extension of your team.
Warm call transfer
We announce the caller on transfer as standard, with the option to choose blind transfer if you prefer.
Bilingual answering
Your callers will experience exceptional service, whether they speak English or Spanish.
Customized responses
Give us scripted responses to work from, so calls are answered the way you want.
24/7 service
We’re on hand some or all of the time, day and night, 365 days a year.
Unlimited caller information
There is no limit to the amount of information our receptionists can take from your callers.
Unlimited employee contacts
Add as many employees and call types to your account as you need for us to reference.
Message taking
We will send messages to you instantly by email, text or both (you choose).
Online dashboard management
Manage your service, view calls and messages, and more in your portal dashboard.
Free forwarding number
We provide a toll-free or local number for you to forward your existing business number to.
Caller recognition
Our system will instantly recognize repeat callers so we know to handle them differently.
Lead qualification
We shorten your conversion window by calling and qualifying every lead for your team to close with confidence.
Mobile app
Ideal for working on the go, check messages, make real-time changes and so much more.
Proactive account management
Our support team are here to help you with all aspects of your service.
No long contract
We only require one month’s notice to terminate your service.
Call transfer to your team
Easily connect callers straight through to the right member of your team.
Moneypenny Receptionist backup
Calls transfer smoothly to our real people whenever needed.
Simultaneous call capacity
Confidently manage up to 20 calls happening at the same time.
10 call flows built in
Easily create tailored journeys so every caller reaches the right place.
Build your KnowledgeBase
Build and maintain a centralized hub to ensure accurate, consistent answers.
Choose from unlimited voices
Pick from our proven range of AI personalities to match your business style.
Clone any number of voices
Make your AI unmistakably yours by cloning real voices from your team.
Enabled with SMS capacity
Your AI can follow up with a text, or update you instantly via SMS.
Access to caller analytics
Track caller behavior and trends with real-time analytics.
Dedicated client support
Rely on dedicated experts for fast, friendly support whenever you need it.
Make one change per month
Stay flexible with one included change request every month.
Start your journey with America's best provider
- Amazing people & AI solutions
- Thousands of businesses on board
- Unmatched expertise
- Award-winning culture
