When the pandemic hit and face-to face interaction became off limits, phone lines became even more crucial – they were the backbone of companies as they switched to remote working, endeavoured to maintain client relationships and scrambled to remain functional practically overnight.

However, according to research by outsourced communications provider Moneypenny – which handles more than 20 million calls and live chats for 21,000 businesses each year –many struggled to manage their switchboards throughout the pandemic.

Data from the ‘What’s next for the switchboard?’ report revealed that almost half of companies (49%) turned their switchboards onto 24/7 voicemail throughout lockdown, 30% admitted to trusting onsite security to answer calls and a third removed phone numbers from their website altogether.

With two thirds of UK businesses expecting call volumes to increase once more staff return to offices and the economy reopens, it’s never been more important to prioritise customer care and put futureproof communications strategies in place. Here’s why an outsourced switchboard could be the answer.

• Extend your opening hours

The pandemic has changed people’s working hours and routines and many people wish to contact businesses outside of the traditional 9 to 5, or at the weekend. With an outsourced switchboard, you can deliver 24/7/365 support to your client base – without the need to hire extra resource.

• Maintain consistent levels of service

Customers deserve to be treated with the same levels of service – no matter when, why or who they call. Outsourcing telephone answering ensures that there’s never a dip in quality, improving efficiency and cementing brand values.

• Save cash

One of the major benefits of outsourcing is that fixed overheads can be switched to variable ones based on demand, saving money and meaning your employees’ workloads aren’t impacted by the need to handle more client communications when things get busy.

• Embrace technology

Advances in both artificial intelligence technology and vocal recognition software present unprecedented opportunities to superpower your business, making the most of ground-breaking technology without the hefty investment.

• Let staff flourish

Interruptions cost both time and money. Without the pressure of handling calls, staff can focus on what they do best – whether it’s meeting and greeting visitors or getting on with more profitable tasks.

Outsourcing a switchboard offers a seamless, professional and positive customer journey that demonstrates to enquirers that you care. Missing calls, leaving people waiting or clunky transfers leads to bad first impressions and lost revenue, so failure to get things in order now could prove extremely costly.

Louise Wilson, is head of finance sector at Moneypenny