Time for Your Team to Recharge? Don’t Let Customer Care Suffer

Burnout is real. Multiple lockdowns and the constant uncertainty of the pandemic followed by a dramatic and sustained demand for accountancy services has left employees across the industry feeling stressed and overwhelmed.

According to the Mental Health Foundation, 42% of people were still experiencing anxiety around the pandemic in February 2021[1] and the HSE has also revealed that the rate of work-related stress, depression and anxiety has increased in recent years; it accounted for 51% of all work-related ill health[2] in 2019/20.

Your workforce doesn’t just deserve a break, they need one and with restrictions lifted, many are taking the opportunity for some well-deserved R&R. The good news is that well-rested employees are more focused and productive but is their time off having a short-term impact on your client experience? And could that have a long-term impact on your reputation?

Here, Louise Wilson, Head of Finance from leading outsourced communications provider, Moneypenny, explains why investing in year-round support is the answer to delivering wow-worthy customer care that doesn’t depend on staffing levels.

Avoid Last-Minute Panic

One of the many things that have changed during the pandemic is our approach to annual leave. Now it’s not so easy to hop on a plane to warmer climes for a week or two during the holidays, people are taking shorter breaks at different times of the year. Or, they’re having to take time off at short notice due to being ‘pinged’ by the NHS Covid app or a bubble bursting.

As a result, it’s not so easy to plan holiday cover and it’s leaving customer service shaped gaps in many accountancy businesses. Outsourced client care solutions, such as telephone answering support or live chat, solves this issue and can be scaled up or down depending on requirements – ensuring you’re prepared for any eventuality and saving on holiday request-induced panic.

Protect your brand

Outsourced services play an important role in not only handling queries and capturing leads but protecting the brand that organisations work so hard to develop. When holidays leave you light on resources, outsourced help allows in-house staff to continue giving warm face-to-face customer service while simultaneously avoiding calls ringing out or reaching voicemail. If a client calls with a concern and is unable to speak to the correct person, leaving a message with a friendly, knowledgeable telephone answering agent will leave them feeling confident that their business is valued and protect brand reputation.

Avoid Seasonal Changes in Revenue

Sometimes ‘quiet months’ are unavoidable but if your bottom line is dipping as a result of being unable to handle incoming enquiries, there’s a problem. You could be missing out on valuable new business and in a competitive marketplace, the fact is that if a prospect can’t speak to someone online or via phone on demand, then they’ll fall straight into the hands of a competitor.

Don’t fall victim to the all too common less profitable August and December – your services are needed all year round, so ensure you have an adequate client communications solution in place and grab the business by both hands.

You’ll not only benefit from improved customer care, a stronger pipeline and a rock-solid reputation but a happier, more engaged workforce. Happy holidays!


[2] 2019/20 data from HSE


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.