Who they are
Pure Cornwall provides high quality property services across West Cornwall. Their experienced team specialises in holiday home rentals, property sales and property management, with strong local knowledge and a reputation for friendly, professional service.
Since launching in 2009, Pure Cornwall has grown into one of the most successful operators in the region. As bookings increased year after year, so did the number of calls coming into the business, especially outside of normal office hours.
Like many property management companies, they needed to provide a 24/7 point of contact for guests and property owners. The challenge was how to do this without placing constant pressure on their team.
The challenge
Holiday let businesses never really switch off.
Guests may call late in the evening about heating, access to a property, or a question about their booking. Property owners may need reassurance or updates. Most businesses want to offer excellent service, but covering calls around the clock can quickly become exhausting for staff.
For Pure Cornwall, four team members were regularly covering out of hours calls. This meant evenings and weekends were often interrupted, even when the call was not urgent.
Many calls turned out to be simple questions rather than genuine emergencies, but someone still had to answer the phone.
Over time this began to impact work life balance and team wellbeing.
The Phoneta approach
At Phoneta we never take a one size fits all approach. The first step was sitting down with the Pure Cornwall team to understand exactly how their business operates.
We mapped out the types of calls they receive, the difference between a genuine emergency and a routine enquiry, and how their internal systems work.
From there we created a tailored call handling protocol with a tiered system so our call agents could quickly identify which calls needed to be escalated and which could be handled with reassurance and clear messaging.
This means:
• Genuine emergencies are still picked up and actioned quickly
• Non urgent calls are filtered and logged for the team to deal with the next day
• Guests and owners always reach a friendly human voice
• The Pure Cornwall team can properly switch off outside of work hours
Phoneta also works directly within Pure Cornwall’s systems so their team can review calls easily and follow up where needed.
Instead of several team members constantly being on call, only one person now needs to be available for genuine emergencies.
The result is a smoother operation and a much healthier work life balance for the team.
The benefits Pure Cornwall experienced
Since working with Phoneta, Pure Cornwall has seen several operational improvements.
Improved customer service
Every call is answered promptly and professionally, even during busy periods or outside normal office hours.
Better use of staff time
The Pure Cornwall team can focus on property management, guest experience and owner relationships without constant interruptions.
Clearer communication
Calls are triaged and directed appropriately so the right person receives the right information at the right time.
Ongoing insights and feedback
Phoneta provides regular reviews and call data to help identify trends, improve processes and support staffing decisions.
Better team wellbeing
With fewer out of hours interruptions, staff can properly rest during evenings and weekends.
Pure’s testimony
“Our property management business operates through a complex system of multiple booking agencies and hundreds of property owners. With Phoneta’s assistance, we were able to shift from instructing multiple regional out-of-hour in-house operators to one centralised out-of-hours service.
It has resulted in us providing superior service to our clients at a lower cost. Getting the service started was a complex procedure that involved new systems for Phoneta, they met every challenge we presented with enthusiasm and flexibility to meet our specific needs.
Being in close contact with their operational team has meant almost instantaneous improvements in procedure whenever feedback was provided. All our staff speak highly of the communicative relationship they have with the Phoneta team and the reduction in out-of-hours responsibilities for our staff has improved company morale and job satisfaction for our staff.
Initially, when seeking an answering service, I was very hesitant. I have worked in companies whose outsourced answering services are as robotic as can be. However, Phoneta’s call answerers provide the human touch and a proactive approach to solving the problems they are presented with, essential aspects of our business.
I couldn’t be happier with the service we have received from Phoneta and look forward to continuing to work with them in the future.”
Could Phoneta support your business?
If your team are juggling calls alongside their core work, or covering evenings and weekends themselves, a dedicated answering service can make a huge difference.
Phoneta works closely with businesses to build a call handling system that protects both customer service and staff wellbeing.
If you would like to explore how it could work for your organisation, our team would be happy to talk through your setup.
📞 01209 311311