One in 10 calls to a law firm is a new business enquiry


Claire Smith, Moneypenny

Claire Smith, Head of Business Development at Moneypenny

One in 10 calls a law firm receives is a new business enquiry, according to new data by Moneypenny, and says this new business could be lost if the call is not captured at this crucial stage.

The UK’s leading outsourced communications provider has revealed that 12% of its legal calls in Q2 this year were from people wanting to discuss new cases. But Moneypenny asks firms to check they have the resource in place to answer these calls given the value of a new conveyancing enquiry or family law matter to a firm.

Claire Smith, Head of Business Development at Moneypenny, said: “We’ve seen a large number of our legal clients lean on their outsourced telephone answering team over Q2 this year, which suggests that business is healthy with so many additional calls being made. We continued to see this trend over Q3.

“The fact that one in 10 of these calls is a new enquiry should be very encouraging for firms indeed. The risk is that firms that don’t have an overflow call support system in place will lose these enquires if no one is available to deal with them. In commercial terms, this could lead to a loss of thousands of pounds and work going elsewhere to the competitor down the road.”

The data is representative of Moneypenny’s legal clients across the board, from sole traders to top 200 firms.

Claire added: “Many law firms invest considerable amounts of time and money into generating new enquiries. That activity is paying off. The new enquiries are coming in through phone and now live chat. Having an overflow system in place can make all the difference and turn those brand new enquiries into profitable business.”

Endorsed by the Law Society, Moneypenny answers around two million legal calls a year for law firms of all shapes and sizes across the UK. They support law firms with telephone calls and live chat, either on an overflow or fully outsourced basis.

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