ATLANTA (January 2024) – Leading outsourced communications providers Moneypenny and VoiceNation have announced a new contact center solution for franchise businesses that goes beyond traditional telephone answering services. The new solution addresses the skill gap that comes with a traditional answering service when franchises want to offload more than just inbound phone calls, and 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 franchise businesses excel at the complete customer experience and shape their clients’ journeys. 

Developed to help franchises 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 being 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.”

About Moneypenny and VoiceNation

Moneypenny and VoiceNation are America’s best virtual receptionist and phone answering providers. 

For more than 20 years, VoiceNation has specialized in custom-scripted call answering, with bilingual receptionists available to take calls 24 hours a day. VoiceNation is part of Moneypenny, a leading 24/7 provider of personalized answering services, live chat and customer contact solutions. 

Collectively, the Moneypenny Group employs over 1,200 people handling over 20 million calls and chats for thousands of businesses of all shapes and sizes – from sole traders right up to multinational corporations – across the UK and the US. For more information, visit www.moneypenny.com.