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Graham Awards


Outsourced operator will qualify agents’ leads and follow-up marketing

Outsourced communications provider Moneypenny has launched a new facility called Client Services for agents resuming business.

Moneypenny’s 80-strong team of receptionists can now diarise viewings, qualify inbound leads, warm-up databases and follow-up property marketing campaigns for agents - it says it should soon be able to integrate with the major CRM systems too. 

Moneypenny - which handles over two million calls and live chats for its client base of 16,000 property professionals working in 2,500 agencies, housing associations and house-building firms - claims the service will be particularly useful for agencies working temporarily with skeleton staffing.


“Question marks over whether staff can be unfurloughed and then potentially re-furloughed if there’s a second spike of Covid-19 compound … [have] left many agents unsure how to get the balance right between resource and financial risk” says chief executive Joanna Swash.

“Client Services has been designed to ease some of these pain points and provide a guaranteed and outsourced solution that ensures the core sales administrative and marketing tasks of agency life are completed without fail, while freeing up available staff to concentrate elsewhere.”

  • Graham Davidson

    Just checking if I understand this correctly. Is this saying that if you have furloughed staff costing the tax payer and the economy money and saving you money as a result but business has picked back up and you need manpower, instead of unfurloughing your staff, leave them furloughed and a burden on the economy and outsource the work they should be doing to MoneyPenny instead?

  • Charlie Lamdin

    I rate Moneypenny highly, but the only people who can qualify a lead are agents themselves. There is no such thing as pre-qualified. Agents decide on a case-by-case basis whether a lead is worthwhile or not, based on the unique circumstances of the property they are enquiring about, the interest level, and the background context of the applicant. A perfectly proceedable applicant may be qualified for one agent, but not for another. It's an individual process each time.

  • icon

    Scripts only work to a point.
    A seamless handoff to an expert ....No callbacks might work.


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