Which Button, When?

+ info

MP Divert

+ info

Client Call

+ info

Info Given

+ info

No Message

+ info

Wrong Number

+ info

Silent Call

+ info

Cold Call

It's important we use the correct button when logging calls so the client can see what action we have taken.

Which button when?

We should always aim to obtain the caller's name and what the call is regarding, though we understand in a handful of instances, this isn't always possible! The No Message button should only be used when there is no value in the message. What is value? Even if the caller mentions they will call back, you might still have their name, phone number, or both. Sharing this information with clients allows them to follow up if they choose to, and it could potentially lead to a new enquiry or business opportunity. Before pressing No Message, ask yourself: Would the client want to know this person called? Keep in mind that clients are paying for each call, so let’s make sure to highlight the value we're providing!

Sometimes the client may come through to Moneypenny on their own screen to give us some call handling instructions. You will know this as they will be detailed as an employee and their record will be green. Choose any diary then type up your message to reflect the call and click the Client Call button in the plus.

The only time you use the Silent Call button is when you haven't spoken to anybody at all, even a simple 'Hello' needs to be logged - "A Lady called but the call disconnected." Remember to say the strapline three times before pressing F11 to end the call, then choose any diary and click the Silent Call button in the plus. If the call disconnects and is under 5 seconds long, Rita will leave you logged in, rather than going into FAM so no action is needed, simply wait for the next call to come through.

MP Divert is to be used when someone from Moneypenny is on the line. They could either be testing the line or attempting to transfer the caller back to the client. To log the call - You need to leave the caller name box empty, select any diary and then click the MP Divert button in the plus.

MP Divert is to be used when someone from Moneypenny is on the line. They could either be testing the line or attempting to transfer the caller back to the client. To log the call - You need to leave the caller name box empty, select any diary and then click the MP Divert button in the plus.

Info Given is used when you have given information to the caller. This could be opening hours, the company address, an email address, or an instruction, like another number to contact for example. Type up your message including what information you have passed on before clicking the Info Given button.

"Are you looking to introduce your services?" When you feel you may have a potential sales caller on the line, our first place to look is the Cold Calls 1 diary, which lets us know if the client accepts them or not. However, not all clients will have this diary. The Cold Call button is to be used when following the normal cold call procedure. Always ensure you have obtained the callers name and company name before clicking the button, as this will then detail them - should they call in again! There is no need to type up a message.

If you have a caller who has dialled a wrong number, check if there is a Wrong Number 1 diary as this will have instructions to provide to the caller. If there is no Wrong Number 1 diary, politely advise the caller that they have the wrong number. Choose any diary and type your message including the company they were looking for - "Sarah Jones called for Tesco's", then click the Wrong Number button in the plus. You may not have taken a name from the caller, so replace this with A Lady/A Gentleman.