As telephone answering specialist Moneypenny releases its call trend data looking back on 2014, the company; endorsed by the Law Society and supporting more than 900 law firms, has reported a 19% spike in calls on what has been dubbed ‘divorce day’, the first Monday back in business after the Christmas break.
This figure comes hot on the heels of the latest data analysis which show that a whopping 1.5 million calls were answered by Moneypenny’s legal receptionists on behalf of firms large and small across the UK during 2014.
In a breakdown of call types taken over the course of the year, conveyancing calls accounted for the largest share on 38%, followed by wills and probate (20%), employment related calls (19%), personal injury (14%) and criminal law (9%).
Wednesday averaged out as the day of the week when firms needed most support with the `golden hours’ of 10-11am and 2-3pm usually the busiest.
Legal calls continue to account for the bulk (60%) of all calls received by Moneypenny in New Zealand. Operating in a different time zone, Moneypenny receptionists are based in Auckland to look after UK overnight calls during their daytime.
Kevin Bishop, business development manager for the legal sector at Moneypenny says: “Last year we took more legal calls than ever before for firms either on an overflow or fully outsourced basis. With a large percentage of our business focussed on overflow support, in other words taking the calls firms struggle to get to themselves, our figures highlight just how many new business opportunities would have otherwise been missed and how important it is for firms to be sure they have the resources in place to ensure they never miss a call.”
Commercial manager Bernadette Bennett who also works closely with law firms adds: “We had a fantastic year in 2014 and we are seeing a flying start again in 2015. Legal continues to be our largest client sector and as we enter this New Year we continue to be very busy as our early January figures are already showing.
“Analysing the legal call data we produce here daily at Moneypenny and formulating these into quarterly and annual comparisons is proving very useful. It not only gives us valuable internal information but also helps us to stay in tune with the issues and activities affecting law firms, day in day out. We are very much looking forward to working with firms old and new this year, helping them to maximise efficiency and achieve great results. We wish everyone a successful 2015.”