10% of new legal enquiries ‘missed’

Print This Post

24 August 2015


Moneypenny NEW2002Latest data released by telephone answering specialist Moneypenny, has revealed the staggering number of new enquiries `missed’ by law firms so far in 2015 – 10.4% of the overall total number of calls handled by the company’s legal receptionists.

The figures are based on calls answered by Moneypenny on behalf of firms large and small since 1 January this year – calls that would otherwise have gone unanswered.

Moneypenny’s legal commercial manager Bernadette Bennett says: “This data highlights just how important it is for firms to make sure they have the resources in place to never miss a call – to not only maximise new business opportunities by converting more enquiries, but deliver the best in customer service every time.

“It’s inevitable that callers receiving an unsatisfactory initial telephone response are more likely to seek legal services elsewhere, so it’s encouraging that we are seeing more and more firms seeking outsourced support. It’s a positive demonstration of their commitment to finding a business solution that keeps them on top of every call.

“When choosing a law firm, clients are not only seeking the best legal advice, but the best experience too, so delivering in a consistently professional manner at every contact point, makes a huge difference to the overall client journey.”

Moneypenny answers in the region of 1.5 million legal calls a year either on an overflow or fully outsourced basis. Moneypenny Receptionists support in-house teams to answer calls during opening hours, extended hours and weekends, with a full 24/7 option available for those firms requiring round-the-clock cover.

Bernadette continues: “No business can afford to miss calls and certainly not when 10% of them are new enquiries. Once firms make the decision to engage with an outsourced partner they are usually very surprised to discover just how much business they could have been losing out on.”

 



Associate News is provided by Legal Futures Associates.
Find out about becoming an Associate



Legal Futures Blog

Rating lawyers by their wins and losses – a good idea?

Robert Ambrogi

Lawyers will give you any number of reasons why their win-loss rates in court are not accurate reflections of their legal skills. Yet a growing number of companies are evaluating lawyers by this standard – compiling and analysing lawyers’ litigation track records to help consumers and businesses make more-informed hiring decisions. The shortcomings of evaluating lawyers by win rates are many. Not least of them is that so few cases ever make it to a win or loss. Of equal concern is that, in the nuances of law practice, it is not always obvious what constitutes a win or a loss.

February 22nd, 2017