Face for Business Ltd was incorporated in 2012 and is wholly owned by Entrepreneurial Partners Andy and Marie MacGregor. The company was formed to provide professional call answering PA’s and Receptionist services to businesses across the UK.
"TO BECOME THE UK’S BEST PA/RECEPTIONIST PROVIDER, BY GOING THE EXTRA MILE FOR OUR CUSTOMERS AND DELIVERING OUTSTANDING QUALITY, SERVICE AND VALUE"
WHERE IT ALL STARTED
With an established record of serving SMEs in the telecoms and service managed office sector over many years, Andy and Marie MacGregor were in an ideal position to recognise the growing need for call answering PA services. Face for Business is a direct response to this business requirement and a natural progression from the success achieved with their existing telecoms business located at Martland Mill.
The idea came about as the Martland Mill reception is headed up by Sue Smith, whose skill in putting tenants first and ensuring all their visitors and callers receive exceptional service is a cornerstone of the business. It was clear early on that the tenants in the Mill really appreciated a great receptionist. Andy and Marie began getting requests from outside businesses for Sue to answer all their calls. Andy remembers one potential client walking into reception and saying: “OK, if you have no space available, can Sue at least answer my calls?”
customers wanted a great PA...
In 2011 research began to better understand the call answering PA marketplace and what customers really wanted from a service. Part of the process involved speaking to a wide variety of customers about their experiences with existing ‘virtual’ PA providers.
The results were definitive ─ customers wanted a great PA not just a good PA; someone who knew their business inside and out and could deal with clients and callers like a full-time member of staff. The research also showed existing providers delivering poor customer experiences or services that gradually became less customer-centric, a key reason for customers switching or ditching providers.
The information gathered during the research phase formed the core of the Face for Business strategy to deliver a first-class service that truly addresses clients’ needs. In simple terms this entails understanding the clients, their industry, their customers, partners and suppliers and how calls and messages to each unique business can be handled with the utmost professionalism. It also means utilising the latest technology to be able to serve information to clients wherever they may be, and on whatever device they may be using.
PUTTING PLANS INTO ACTION
The development phase of the project began by bringing on-board a highly skilled user experience architect to help map the software development requirements. Over the following 18 months the chosen software developers worked closely with the FFB team to design and develop the FFB portal and customer relationship management system.
Next step was to recruit exceptional PAs, and following extensive interviews, along with IQ and psychometric tests, the FFB management team were able to identify candidates with the business and people skills required to head up the call answering service. In early 2013 Andy and Marie were delighted to recruit the first team of “Great PAs”.
SUMMER OF 2013
In July 2013 Face for Business started taking its first calls, boasted new modern offices, new telephony and a great team of PAs taking messages, transferring calls and helping clients improve the image of their businesses. Our customer-centric online portal has proved a great hit with clients, allowing 24/7 interaction with the service via any device, from anywhere in the world. From the outset our mission has been clear. We are a service led organisation and we always put the client first.