Who they are:

Pure UK provides first-class property services throughout West Cornwall. Their friendly and professional team are all experts in the holiday home rental, property sales, and management industry who have a comprehensive knowledge of the local area.

Since Pure started back in 2009, they have worked hard to establish themselves as one of the most successful operators in their field and have seen bookings increase year on year, with 2011 turning out to be an incredible record-breaker; achieving quadruple the amount of business compared to the previous 12 months.

The problem:

The property management business always had to operate a 24/7 out-of-hours customer call service which translated to four staff members having no real work-life balance. Aside from this inconvenience, a large percentage of the calls were unproductive and not even an emergency.

What Phoneta did:

We got together with Pure Cornwall’s team so that we could get a good idea of how their organisation works; breaking everything down step by step, and once a clear understanding was established, we created tailor-made protocols with a tier system so any potential emergencies are still received and assessed on a 24/7 basis and actioned appropriately.

With Phoeneta now working with Pure Cornwall – having access to their own in-house systems all phone calls are recorded for them to follow up and only one member of their team has to be on standby which makes for a happier, healthier, and more efficient workplace.

In summary, the benefits that Pure Cornwall saw with our services were as follows:

• Improved customer service; a call answering service can ensure calls from tenants or property owners are always answered promptly and professionally, even during busy periods. This can help to improve customer satisfaction and retention.
• Increased productivity; by outsourcing call answering to Phoneta, Pure staff can focus on their core responsibilities, such as property maintenance and tenant relations, without being constantly interrupted by phone calls.
• Greater efficiency; a call answering service can help to streamline communication between property managers, tenants, and property owners by triaging calls, taking messages, and routing calls to the appropriate person or department.
• Continual feedback; as part of the service, Phoneta gives weekly/monthly reviews and regular meetings – plus a 24/7 account manager is also provided.
• Statistical data; Phoneta provides Pure with hourly/weekly stats to help with their staffing levels and shift times.

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.”

If you want Phoneta to help you achieve a more streamlined, cost-effective, and productive business, then contact us at 01209 311 311. Alternatively, leave a message via our social media platforms – just click on the relevant icons via this website.

DON’T MISS ANOTHER IMPORTANT CALL OR OPPORTUNITY!

Like many UK organisations, the care sector has experienced incredibly tough challenges over the last few years. Government funding cuts, staff shortages, the pandemic, and now to make matters even worse, the cost of living crisis has resulted in an industry that’s now buckling under extreme financial difficulties. 

A recent independent report based on a representative survey of care providers in England recently found one respondent describing the current climate as “genuinely the most perilous period in the organisation’s 50-year history,” going on to say that their “ability to provide residential care and supported living is seriously compromised.” And as much as there is no ‘magic wand’ to make everything better immediately, there is one solution that can, at least, give care providers a more efficient workforce and, more importantly, big cost savings. 

Help is at hand. 

When you sign up for a telephone answering service, instead of having to spend the extra expense of hiring full-time reception staff – or rely on the existing workforce – you can start to relax in the knowledge that you’ll have a dedicated call handling team on hand whenever you need them; giving you first-class professional service when you need it the most.

Here’s a bit more detail… 

Real cost savings 

 
Hiring a dedicated receptionist or administrative staff to manage calls can be costly for a care provider, particularly small or independent practices and homes, so bringing a telephone answering service onto the team can be a cost-effective solution. By outsourcing call management, care providers can save on staffing expenses, office space, equipment, and training costs – see how those numbers add up. 

Everyone benefits 

Aside from increased financial savings, patients, families – and staff – will all be smiling more too, when the answering service on hand can handle appointment scheduling, cancellations, and rescheduling. This frees up valuable time for the provider to focus on patient care rather than administrative tasks, which all translates to a much more efficient operation, leading to a far happier working environment. 

Improved communication 

When you think about it, effective communication is essential for any business operation – and the care industry is no different. A telephone answering service can handle those high volumes of incoming calls from patients, their families and other stakeholders with the utmost of professionalism and efficiency. 

They can also greet callers, gather essential information, and ensure that messages are accurately relayed to the care provider. This helps maintain a positive image and provide excellent customer service, leading to a higher rate of patient retention, improved reputation and, ultimately, financially better off. Talking of which, another point worth remembering about when you have a slick answering service, and that’s no more lost business opportunities. For every missed call, a care organisation could potentially lose a new client to a different nursing home in the area. There’s always competition, and this industry is no exception. 

A flexible workforce equals greater financial benefits. 

One of the best features of a telephone answering service is that they don’t have to be employed all the time, meaning care providers only pay when they need the extra help. Yes, that’s right, when demand is down, so is the cost outlay – how amazing is that?! Another saving that nursing homes can look forward to is from having to employ less reception or temp agency staff. 

Hear from one of our current clients:

Conclusion 

Okay, we know that the thought of spending money right now is probably the last thing you want to be thinking about; however, when you invest in a telephone answering service, you’ll see immediate substantial savings through reduced missed calls, flexible outsourcing of resources and optimised staff utilisation. And, not only that, you’ll have the latest technology working in the background to enhance the efficiency, professionalism, and accessibility of your organisation – allowing staff to focus on delivering high-quality care while ensuring that callers receive prompt attention and support. 

If you want Phoneta to help you achieve a more streamlined, cost-effective and productive business, contact us on 01209 311 311.

DON’T MISS ANOTHER IMPORTANT CALL OR OPPORTUNITY! 

What’s the one thing that all estate agents have in common?

No, it’s not that they all work in the property industry – estate agents are ALWAYS BUSY.

On any given day, they are constantly juggling multiple tasks with numerous clients to attend to, properties to manage, and trying to close that all-important deal.

The end result? Missed opportunities, and – what’s worse – potential losses.

However, with a telephone answering service joining their team, an estate agent business will immediately start operating more efficiently, see improved customer service, and experience greater productivity.

Let’s break a few things down:

Better work-life balance

Yes, this may seem like a pipe dream to a lot of people but the simple fact is that a telephone answering service really can relieve a lot of that pressure from a super busy workplace.

Gone are the days of having to answer each phone call and take down every message; that’s all part of the service. You can even pass on diary management and booking duties.

More focus, less stress!

With somebody else looking after your calls, you can concentrate on the more important issues of your day such as planning that big property deal or arranging the next networking event.

So, say goodbye to your old flustered self, and say hello to the new calmer, more…Zen you.

Improving productivity

A telephone answering service will allow the property gurus to stop having to take every call in that busy office so that they can get back to those urgent matters that need attending to like marketing or meeting a new client. And then, when ready, be able to prioritise and respond to any messages that have been recorded.

Save you money

Right now, with practically everything costing more, being able to keep spending down should be a no-brainer – however, hiring a full-time receptionist or assistant can be expensive for estate agents, especially if they are a small business.

A telephone answering service can provide the same level of service at a fraction of the cost.

Impressed yet?

Fewer staff shortages

Holidays, sickness, or for whatever reason; staff absences – be they long or short-term – always have to be considered. So, instead of extra work being piled onto another member of staff, why not let a telephone answering service take up the slack.

Even in emergencies, something can be arranged very quickly.

Lone worker monitoring

Part of being an estate agent means viewing houses and meeting clients/landlords, yet sometimes it’s not practical for two people to do this. Not to worry, a telephone answering service can help keep your staff safer and feel secure through a simple check-in and check-out service.

Hear from one of our clients:

Want to know more?

Now that you’ve seen just how much having a telephone answering service can improve your day-to-day working life and you’d like to discuss things at greater length, why not contact Phoneta on 01209 311 311.

Alternatively, go to our Contact page on the website where you can leave an email message and one of our team will get back to you shortly.

There is a common trend for businesses to get rid of the phone as a customer service channel. This trend has gained additional momentum following the covid pandemic as more people work from home, where setting up phone handling for individual employees can be seen as extra work for businesses. However, removing the option for customers to call your business impacts customer service and can make your business less accessible and inclusive towards your customers.

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Setting business New Year’s resolutions is a great way to motivate yourself and your team to achieve your business goals. It can be helpful to reflect on the successes and challenges of the past year and use those insights to create a plan of action for the New Year. Having specific and measurable goals can help you stay focused and motivated throughout the year. Additionally, setting New Year’s resolutions can help you stay organized and ensure you’re using your resources as efficiently as possible.

Here are some great business new year resolutions to consider:

• Set measurable goals. Track progress and make sure you stay on top of tasks and projects.
• Invest in professional development. Stay up to date on the latest industry trends and hone your skills.
• Nurture relationships. Reach out to clients and customers to maintain a strong relationship.
• Streamline processes. Cut down on wasted time and resources to increase efficiency.
• Think about expansion. Consider additional products and services that could help grow your business.
• Monitor financials. Track income and expenses to make sure you stay on budget.
• Take time off. All the hard work will be worth it when you take a well-deserved break.

By setting these resolutions and goals, you’ll be well on your way to a successful business year. If you’re looking for extra help, a telephone answering service can be an invaluable resource for helping you achieve your resolutions this year. Whether you want more leads or sales, to improve customer service, or balance work and life, your service can help you achieve these goals in a number of ways.

First, they can help you increase leads and sales by providing a dedicated professional who can answer calls and take messages so you don’t miss any potential leads. This will also help you build better relationships with customers, as they will have someone available to answer their questions or concerns.

With a telephone answering service, you can also improve your work-life balance by having someone else manage calls when you’re unavailable, so you can focus on other tasks or take breaks without worrying about missing calls. Additionally, they can also provide mental health support for your team, as having someone to talk to can help reduce stress and create a healthier work environment.

Finally, a telephone answering service can help you grow the size of your team by providing extra support when needed. This can help you delegate tasks to free up more time and resources, so you can focus on expanding your business.

Overall, a telephone answering service can provide a number of benefits that help you achieve your resolutions and reach your goals this year; if you want to find out more, get in touch with the team.

More than ever, consumers are expecting rapid replies and immediate outcomes from your business. The pressure to deliver relies on technology, such as chatbots, SMS texts, WhatsApp, and social media messaging, to speed up customer communications. 

But are these digital platforms truly the best method to engage your target market and bring in fresh money for your business?

According to studies, 56% of business owners claim phone calls are their customers’ preferred method of communication, rejecting the idea of automated scripts and chatbots. Only 23% of businesses rated text messaging as the most popular, and 21% said WhatsApp.

This indicates customers desire a human voice on the other end of the phone. Despite the rise of digital communication, organisations experiencing repeat business cite the telephone as pivotal to their success.

The quality of Phoneta’s people, who can answer your calls, determines the value of a human voice. Our people are the secret to you converting inquiries into sales and attracting new clients. They’ll be well-versed in your company’s operations, goods and services – responding to any customer query. 

Automated responses fall short when it comes to the importance of individualised service. It seems unlikely technology will ever be able to replicate spontaneous human contact accurately.

For most customers, answering machines, voicemail, being put on hold, tinny hold music, and not getting a call back are all turnoffs. These are some of the simplest ways to send them to your rivals. When your target audience is ready to buy, they’re more likely to pick up the phone to get an immediate answer or schedule an appointment.

At Phoneta, we’re on your phones 24/7/365, so you don’t have to be. Our team handles all your calls as if they’re in your office, with the same knowledge as your staff. This allows your business to have a constant telephone answering customer service capability – maximising your marketing, so you never miss a lead. 

Instantly grow your team, increase your business hours, and get freedom away from the phone to focus on running your business. All safe in the knowledge that we’re looking after your staff and customers like they are our own. We tailor each call to your business and collect the information you need, passing it over to you within 30 seconds of a customer hanging up. 

With three out of four people hanging up without leaving a message, find out precisely what a missed call is worth to your business by getting in touch with us today.

A telephone answering service is where your calls and admin tasks are outsourced. A virtual reception or telephone answering service operates much like a traditional in-house receptionist, but with the freedom of being outsourced and located virtually. From a customer’s perspective, they are none the wiser and the person answering your phone will still seem to be part of your business.

But there is so much more to a telephone answering service than, well, telephone answering. If you leverage our call answering service effectively, it can help your business convert more leads to customers, improve customer service, reduce staff stress levels and so much more.

So, what are our top tips for getting the most out of a call answering service?

Keep the team doing the telephone answering updated

If there are changes in your business, make sure you keep us informed. If your telephone answering team are in the dark about important business or procedure changes, then they can’t give you or your customers the level of service you deserve.

This could include staff changes or internal structure changes that might affect how messages are passed on to the relevant department or individual. Keeping us up to date ensures we are sending the right information to the right person or place as efficiently as possible. 

For some clients, changes in procedures or escalation processes will need to be updated or regularly reviewed, especially if your business deals in emergency call-outs, for example, the construction trades or medical practices.

Put our telephone answering service to the test

One of the best ways to ensure that you are getting the most out of our telephone answering service is to mystery shop our service. Call your own business to see how we handle your calls. This will give you plenty of insight into how we interact with your customers and the processes we are using to get the right information to the right place. If you try this and feel that there are processes that could be improved, let us know, and our team can work with you to design call procedures that work for you, your business, and your customers.

Work with our team

If you are new to using a telephone answering service for your business or if you have recently moved to a new telephone answering provider, it can take time to make sure everything is working just so.

Every business will have its own nuances and processes that might be overlooked when first starting to work with a telephone answering provider. But at Phoneta, we take great care to fully understand our client’s businesses so we can support them in the most effective way possible. The more we can understand how your business operates and what your customers expect, the easier it is for us to provide the highest possible level of service for you.

Don’t be afraid to make changes to your telephone answering processes

Businesses never stand still. As your business grows and changes, there will come a time when your telephone protocols need to be updated. Don’t ever be afraid to change your protocols when you feel they are no longer working as you want them to.

The telephone answering team are there to help your business, so give them a call, let them know what you are trying to achieve, and they may even have suggestions for you. Our team have a wealth of experience, and they can often provide frontline feedback on what is working and how things could be improved, so make sure you use that experience to your advantage.

Involve your internal team in decisions

Bringing in an external telephone answering service will benefit your whole team, but each department or team member may benefit in different ways. By involving your whole team in the decision-making process, especially in the creation of protocols, you can ensure that each team member is getting the maximum benefit from the service. Different individuals in your business are likely to have different needs and different ideas, so involve them in the process when planning the setup of your telephone answering protocols.

Reply to messages from the telephone answering team

Make sure you are receiving messages from the telephone answering team and that they are going to the right person/place with all the information you require. During the design and set up of protocols, steps can be overlooked, so by replying to messages confirms that information can be received. You can also use it as an opportunity to feedback on anything that was missed.

Quick responses also mean that when a crucial message needs to be acted on, you can allow the telephone answering team to handle the issue with the customer if it is appropriate to do so. This will save your team time in busy periods and ensure that the customer gets a rapid response for their issue.

Ask our telephone answering team for advice

Telephone answering services are useful for many different types of business and as such our telephone answering team has worked with countless different businesses across many sectors. So there is a good chance our team has worked with a similar business to yours before.

Businesses may have different goals for using a telephone answering service, and by talking to the team about your goals and how your business works, we can often provide insight into the types of protocols that have worked for similar businesses in the past. This can help your business to thrive and achieve its goals.

To find out more about our telephone answering service get in touch with the team.

How a telephone answering service can help you achive your goals.

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