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.