Enhancing Property Management Excellence: How Phoneta Revolutionised Pure UK’s Operations

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.


Cost-Effective Communication: The Financial Benefits of Telephone Answering in the Care Industry 

Cost-Effective Communication: The Financial Benefits of Telephone Answering in the Care Industry
Cost-Effective Communication: The Financial Benefits of Telephone Answering in the Care Industry
Cost-Effective Communication: The Financial Benefits of Telephone Answering in the Care Industry

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:


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.


Ensuring round-the-clock support: How telephone answering services benefit the care industry 

Ensuring round-the-clock support: How telephone answering services benefit the care industry 

As we all know, care homes and providers throughout the UK have been under massive pressure for some time. In the decade before the pandemic, 56 percent of councils saw cuts to social care funding, leading to staff shortages. As bad as those stats are, throughout the period of Covid nursing homes lost approximately 210,000 staff. And yet, despite all of these issues, the care sector still needs to operate 24-hours a day, seven days a week. 

Why 24/7 support is needed 

Simply put, accidents can be quite common with elderly and vulnerable patients – these incidents are sometimes serious and require immediate emergency healthcare. Aside from regular care, there are also people with mental health conditions or cognitive impairments that may require emotional support and supervision throughout the day and night. Response time is crucial, which is why having a 24-hour answering service can make all the difference. 

Challenges at hand 

When round-the-clock-support is not in place, this has a hugely negative impact on both sides of the sector. For carers, the immediate effect is irregular working hours and that quickly leads to an unbalanced work-personal life; higher stress levels and physical and mental exhaustion. If these problems aren’t addressed, then there is a higher probability of said carer getting sick and having to take time off – or worse – quitting the job completely. With patients, they may experience delays in receiving timely treatment and care. Conditions that require immediate attention may worsen during the waiting period, leading to increased pain, discomfort, or complications. 

There is a solution 

A 24/7 telephone answering service can provide care homes and providers with immediate support and bring about positive results very quickly. Here’s how… 

•  An out-of-hours answering service ensures that someone is always available to answer calls, regardless of the time of day or night. This is particularly important when emergencies and urgent situations can occur at any time. Patients, residents, or their families can reach out for assistance, advice, or information whenever they need it. 

• With trained call handlers available to address patient concerns, regular staff can start to relax, knowing everything is in hand when they’re off duty. For example, these call handlers can offer reassurance during emergencies; making the patient feel more comfortable and secure immediately knowing someone is going to help with their concerns.  

• When there is someone available to offer support, unnecessary visits to emergency rooms will start to reduce – making everyone’s lives less stressful. 

• Employing a full-time in-house receptionist to handle calls around the clock can be expensive. By utilising a 24/7 telephone answering service, care facilities can reduce staffing costs while still ensuring that all calls are promptly answered and dealt with professionally. 

Why a telephone answering service supports on-call scheduling 

As anyone in the care sector knows, on-call scheduling, sometimes referred to as on-call shifts is essential as it ensures the right person is always available, day or night, to quickly respond to incidents. Having a telephone answering service in place means this system can be fully operational and runs with optimum efficiency. Having a centralised system can provide many benefits, they are as follows. 

• A centralised system ensures that communication channels are organised and accessible to all parties involved. It can provide a single point of contact for patients to reach on-call providers and vice-versa. This helps prevent delays, confusion, or missed messages, leading to more efficient and timely responses. 

• Patients can quickly connect with on-call providers when they have urgent medical needs. 

• Organisation is so important within the care sector so having a centralised system can be a great way to help with coordination and collaboration among the on-call team members. It can help resource allocation by managing on-call schedules and assigning the right providers based on their availability, expertise, and workload. It ensures fair distribution of on-call responsibilities, reduces burnout, and maximises the efficient use of healthcare resources. 

All-round better customer service 

When care facilities have an answering service on their team, the quality of customer service will improve massively. Not only will the patients see the benefits, but their families too will also notice a big difference too. The following will explain. 

• A dedicated telephone answering service can provide a high level of customer service by professionally handling enquiries, addressing concerns, and providing relevant information. Trained operators can offer empathetic support to patients, residents, and their families; ensuring their needs are met and questions are answered. 

Hear from a current customer 


As much as change can be a scary – particularly when you’ve had systems in place for years and you’re worried that something new will cause a negative effect for your organisation – however, hopefully you can see that a 24/7 telephone answering service can significantly benefit the care industry by providing constant availability, enhanced customer service, improved operational efficiency, and big financial savings. It helps ensure that individuals in need of care and their families can easily access the information and support they require, contributing to a positive care experience. 

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. 

Unleashing Your Focus: Boost Productivity with a Telephone Answering Service for Estate Agents

Phoneta Unleashing Your Focus: Boost Productivity with a Telephone Answering Service for Estate Agents
Unleashing Your Focus Boost Productivity with a Telephone Answering Service for Estate Agents

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.

Transform Your Holiday Park’s Customer Experience with a Dedicated Telephone Answering Service

Phoneta Transform Your Holiday Park’s Customer Experience with a Dedicated Telephone Answering Service

Imagine the scenario: It’s the peak holiday season, and your full-time receptionist has just called in sick with the flu.

What do you do?

You can only manage bookings for part of the day as you have loads of other duties that need sorting, and even with a voicemail, you’ll still have to get back to your potential guests at some point in the next 24 hours. Luckily for you, this is the absolute worst-case scenario. But it can happen, and even a few days’ inconvenience will make for huge amounts of stress and an even bigger loss of income. However, a telephone answering service can give you immediate cover for this type of issue – plus a whole lot more!

Improved customer service

Word of mouth is one of the best ways to improve your business income. And the only way you can do that is by giving excellent customer service, so by having a dedicated and trained team, you can guarantee a high level of customer satisfaction every time. Not only can you arrange for a standard call answering service, but you can also set up a more bespoke option which means the answering service can answer specific questions about the park, take payments and handle bookings.

Happier workplace

A telephone answering service can help take the pressure off your reception staff by dealing with calls and taking messages on your behalf. This can free up your staff to deal with other tasks and help improve your holiday park’s overall efficiency, boosting morale and making for a much happier working environment.

24/7 cover

That’s right, gone are the days of getting to work in the morning and facing a dozen phone messages from the night before. By providing a 24/7 service, a telephone answering service can help to ensure that your holiday park is always contactable, even outside of normal office hours. This can be vital in dealing with emergencies or enquiries from potential guests.

Boost your brand image.

As good as your full-time team are, there will always be times when they’re rushed off their feet, and something will get missed. However, a telephone answering service can ensure a professional and friendly first point of contact for your guests, which can help to create a positive impression of your holiday park at all times.

Save you money

A telephone answering service can help to save you money by providing a cost-effective alternative to employing additional staff. Instead of having to go through all the stress and time-consuming process of hiring and training another in-house team member – and then paying them – you can instead quickly arrange some remote cover and only have to pay for the calls that are answered, a great option in the holiday industry where you have different levels of calls throughout the year.

Hear from another holiday Park

Helen from Cofton Holidays said,

“We joined Phoneta whilst we were busy at the start of 2021. Their team quickly adapted to the way we work, and they picked up all the calls we would have missed. They became integral to our operations, and we are so glad we have them helping us at the start of this season. We would recommend them to any holiday companies looking to improve their customer service. It’s great to have the team there and available during the peaks of calling times so every customer call is answered and we’re not missing any potential bookings.”

See for yourself

Now that you’ve read about how a telephone answering service can be a great asset to a business, why don’t you check out Phoneta on our website here to see how, by providing a 24/7 service, taking pressure off your staff – and creating a positive first impression for guests – we can help your holiday park to run more smoothly and efficiently.

Five ways a telephone answering service can make your business more inclusive.

Phoneta telephone answering customer service lines promote inclusivity

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.

Continue reading

Setting your Business Goals for 2023

Phoneta using a telephone answering service to achieve your business goals
Setting Business Goals to improve your business
Setting your Business Goals for 2023

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.

How a telephone answering service can skyrocket your business growth

Phoneta how telephone answering service can skyrocket your business growth

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.

How to get the most out of your telephone answering service.

Phoneta how to make the most of your answering service

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.