10% of new legal enquiries ‘missed’

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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.”


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Helen Hamilton Shaw 2

I visit a lot of different businesses in the course of my job – both law firms and other types of organisations. This gives me a unique opportunity to compare how the legal sector is shaping up against the commercial world in how they welcome visitors to their business, and it’s fair to say that those that go the extra mile certainly stand out.

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