24 hour demand by law firms sees night calls increase ten fold

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4 November 2013

In the 12 months since extending its service to 24 hours, telephone answering specialist Moneypenny has seen a ten-fold increase in the numbers of calls received between 8pm and 8am with legal firms accounting for more than 75% of the total volume.

Launched in September 2012 initially in response to the growing demands of its large legal clients, Moneypenny now has more than 300 clients, the majority legal, requiring overnight call support. This has resulted in an increase in the numbers of UK receptionists required to take the calls from the company’s 24/7 base in Auckland, New Zealand, with the next group of four all set to fly out in early 2014.

Moneypenny has taken a somewhat unorthodox approach to round the clock call handling following an initial reluctance to ask its staff to work nights due to concerns about the effect it could have on their health and lifestyle as well as the quality of the service. Instead the company flies teams of its experienced UK staff to the other side of the world in six month rotations to answer night time calls bright and breezy during their daytime hours.

Moneypenny MD Glenn Jackson says: “The way we are all working is changing and we are certainly seeing growing pressure on UK firms to provide 24/7 cover with the reality that for many the logistics are difficult. Having our chirpy wide-awake receptionists in New Zealand means we are able to offer a seamless first-rate service with firms assured that they are capturing every single call whatever the time of day or night.”

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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.

October 21st, 2016