Leading outsourced communications providers Moneypenny and VoiceNation have announced a new contact center solution beyond traditional telephone answering services.  The new solution addresses the skill gap that comes with a traditional answering service when businesses want to offload more than just inbound phone calls.   The new fully outsourced  customer service solution integrates the companies’ award-winning staff directly into their clients’ systems, as if sitting in their office.  With research showing customer-centric companies are 60% more profitable than those that don’t focus on customers, Moneypenny’s new service will help businesses excel at the complete customer experience and shape their clients’ journeys.  

Developed to help businesses achieve new operational efficiencies and address recruitment challenges, Moneypenny’s teams can support in-house resources or be fully outsourced. The service is completely customized depending on the clients’ requirements, and services include everything from responding to inbound queries, proactively engaging with inquiries and customers, booking appointments, responding to emails, managing social media accounts, overseeing reviews platforms, or even payment handling, ID verification and order processing. Teams can also record activity directly into a client’s lead management and CRM systems to save time and ensure seamless data management. 

A 2023 study about customer patience found more than half of customers have hired the first business to respond, even if they were more expensive. Additionally, a whopping two-thirds said speed was as important as price, with half of customers were less likely to spend money if a business was slower than they expected. Businesses across all sectors will benefit from Moneypenny’s highly trained customer service professionals that offer the human touch blended with industry-leading API technology, removing the need to purchase additional resources or provide extra training, take on extra office space, or recruit temporary staff.

Richard Culberson, CEO North America for Moneypenny and VoiceNation explains: “Businesses are under pressure like never before, and with research showing that brands with superior customer experience bring in five to seven times more revenue than competitors that lag in customer experience, it is more important than ever to deliver a consistently high customer experience to valued customers.

“We’ve always been a ‘right-hand man’ to businesses with our call and live chat handling, but this new service sees us going even further. We’re offering flexible and comprehensive support that’s tailored to clients’ specific needs and will ensure they’re delivering a consistently high customer experience to valued customers and prospects.”