How and Why Cooper Parry Outsourced Call Handling

Advisors and accountancy business Cooper Parry prides itself on doing things differently – including its approach to customer care.

Following the redesign of part of the East Midlands office 18 months ago which led to a more open, dynamic and agile space and saw the omission of a formal reception desk, Head of Facilities Jo Giles took the decision to outsource call handling.

She said: “The redesign of our office was a key moment for the business – we’ve always been about doing things differently but the remodel allowed us to make this tangible.  Because we want to be open and accessible we decided to remove the traditional reception desk. It felt like a barrier between us and our clients and it diminished the energy within the office.  Thinking differently about our environment and how we wanted to use our space prompted us to rethink how some of the bread and butter aspects of our office operates too – including the role of our front of house staff.”

Outsourcing call handling was a key part of that picture – firstly as an overflow service to free front of house staff from fixed desk working, and more recently to help during lockdown.

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Moneypenny are the world's leading outsourced communications provider, working with businesses of all shapes and sizes, from sole traders right up to multinational corporations. Moneypenny have grown to become the biggest and fastest-growing company of their type, handling millions of calls and chats every year on behalf of their clients. Moneypenny are unique in their approach, and genuinely want their personnel to act in the interest of all clients, which is why their values are the foundations of all that they do. Their passionate employees are testament to the brand’s core values and are renowned for their knowledge and professionalism. The brand’s people and culture are the fundamental parts of their mission, values and vision. A strong team spirit embodies Moneypenny’s approach to employee engagement, which stems from the family values that underpin them. Their flat hierarchical structure means that employees are constantly empowered to succeed.