Legal firms are missing the most calls in the first half of the week, with their lines the busiest at 10am on a Tuesday, according to telephone answering specialist, Moneypenny.
In its most recent analysis of calls to its legal receptionists, Moneypenny discovered that law firms’ switchboards received the highest volume of telephone traffic on Tuesday, Wednesday and Monday. Overall the busiest hours were 10am-11am and 11am-12pm, followed by 3pm-4pm and 2pm-3pm in the afternoon – suggesting that law firms are the most under-resourced at these times.
Bernadette Bennett, Moneypenny’s legal commercial manager, said: “The high volume of calls are occurring at times when law firms might in fact expect them to be at their lowest. However, they are still receiving many enquiries from customers over the telephone. What we can learn from this, is that client behaviour cannot be assumed and people are making enquiries around their working day.
“This is crucial for law firms, practice managers and managing partners. A great deal of the calls they receive could potentially be taking place when they may think they have the staff resource to cover them – but in reality they don’t. Not only could this result in lost business, but it could also contribute to reputational damage, as well as have serious implications on compliance and a reduction in the level of service they are able to provide existing clients.”
Endorsed by the law society, Moneypenny is the legal sector’s leading partner for telephone answering and outsourced switchboard services.
Bernadette continued: “It might seem trivial, but over the course of a month or a year these missed calls can add up to a great deal of lost revenue. By taking steps to better understand a client’s needs, law firms can provide the exceptional customer service they are aiming to achieve.”
Moneypenny receptionists answer in excess of two million telephone calls a year on behalf of legal firms across the UK.