Certainty Expert Webinar: Construction and Rectification of Wills

Certainty Expert Webinar: Construction and Rectification of Wills

The National Will Register are pleased to welcome Mark Baxter, Barrister at 5 Stone Buildings who will be presenting our upcoming Certainty Expert Webinar on Thursday 25th February 2021 at 12.00pm, titled ‘Construction and Rectification of Wills’. The need for the court to construe Wills and trust shows no signs of slowing down; indeed, construction […]

Legal firms among the best performers in call waiting time survey

Legal companies are among the best performing businesses for customer care and low call waiting times, according to new research. The survey of 1000 people by leading outsourced comms company Moneypenny revealed that just 6% of survey respondents feel legal firms have poor call handling times – compared with utility companies (33%) doctors (27%), banks (25%) and phone companies (21%).  The best performing businesses of all were estate and letting agents at 5%. The findings also revealed that 85% of people believe UK businesses are blaming long call and live chat wait times on Covid, despite being almost a year into the pandemic. The average wait time for calls and live chat requests was also revealed  - 18% of said they have to wait 1-5 minutes and 23% have to wait 5-10 minutes, while 6% have to wait 45-60 minutes and 19% typically give up waiting altogether. While the survey shows that 55% of people believe some phone delays are acceptable due to Covid  there were some notable sector, age and regional differences. 73% of 16-24 year olds said phone answering delays are acceptable, compared with 45% of over 55 year olds. 61% of those in Greater London said phone answering delays are acceptable, compared with 42% in the North East and 48% in the South East. Welsh customers are most likely to give up waiting for their call to be answered (22%), compared with those least likely to in Yorkshire (12%) and the South East (14%). Bernadette Bennett is the Head of Legal Sector for Moneypenny, which handles calls and live chats for more than 1,000 law firms in the UK. She said: “Since the start of the pandemic we’ve seen a marked increase in the number of legal firms calling on outsourcing call handling and live chat support because they recognise the importance of accessibility for their clients, particularly during such worrying and uncertain times. Improving customer care has been a real priority for legal firms over the last decade so it’s great to see it recognised in these findings.” Group CEO of Moneypenny, Joanna Swash said: “Businesses that say unprecedented demand due to Covid is the reason for long wait times are essentially telling customers they are not important – and our data shows that customers recognise this.  Meeting demand is imperative to business survival, now more than ever. “It’s interesting that legal and property companies were least likely to be mentioned for poor answering times and we know from our clients in these sectors that they prioritise good customer service. However, the survey shows that the pandemic is being used as a scapegoat for poor customer care.” She added: “Even with reduced staff through redundancies and furloughing, there are so many cost effective solutions available to ensure customer calls and live chat can continue, it’s not good enough for companies to reduce service levels an expect customers to be happy.  As businesses open up there is a real danger that customers will vote with their feet and move to a competitor if poor service levels continue.” Moneypenny handles more than 2 million legal calls and live chats each year for more than 1,000 legal firms in the UK, including 60 of the Top 200, thanks to its dedicated team of 60 legal PAs. Established in 2000, Moneypenny is the world's market leader for telephone answering, live chat, outsourced switchboard and customer contact solutions. In total, more than 13,000 businesses across the UK benefit from Moneypenny’s mix of extraordinary people and ground-breaking technology. For more information about Moneypenny’s work with the legal sector, visit: https://www.moneypenny.com/uk/legal-answering-services/ This article was submitted to be published by Moneypenny as part of their advertising agreement with Today’s Conveyancer. The views expressed in this article are those of the submitter and not those of Today’s Conveyancer.

Legal companies are among the best performing businesses for customer care and low call waiting times, according to new research. The survey of 1000 people by leading outsourced comms company Moneypenny revealed that just 6% of survey respondents feel legal firms have poor call handling times – compared with utility companies (33%) doctors (27%), banks […]

What can WillSuite bring to your boardroom table?

What can WillSuite bring to your boardroom table?

As a leading provider of legal tech WillSuite enables you to draft legally compliant documents which don’t confuse and bemuse your clients. As a software provider responsible for the operations of hundreds of firms we take our responsibility seriously. Here is how our software solution will benefit your business: Compliance Would you like to be […]

Movers and Shakers – 15 February 2021

Movers and Shakers - 15 February 2021

Here at Today’s Wills and Probate, we wanted to share with you the good news we’ve had within in the industry of professionals joining firms and those who have moved up the promotional ladder. This week we’ve seen the following announcements with regards to appointments and promotions: Henrietta Mason, a specialist in trust and probate […]

Historic moment as Pension Schemes Bill received Royal Assent

Historic moment as Pension Schemes Bill received Royal Assent

It was a historic turning point for UK Pensions as Bill receives Royal Assent recently. Department for Work and Pensions (DWP) called it ‘The biggest shake-up of UK pensions for decades….’ when confirming the Pension Schemes Bill received Royal Assent. The Bill, now an Act, ‘will bolster protections for savers and further the government’s green […]

Post-pandemic contentious probate claims on the rise

Post-pandemic contentious probate claims on the rise

With the worldwide pandemic and ensuing lockdowns, we have seen a marked increase in the number of claims being brought against estates and in particular, claims under the Inheritance (Provision for Families and Dependants) Act 1975. These claims involve eligible applicants who argue; they have not received reasonable financial provision from an estate or intestacy, […]

Entries are now open for the British Wills and Probate Awards

Entries are now open for the British Wills and Probate Awards

Yesterday we broke the news that the British Wills and Probate Awards were back for a fourth year. Now we’re pleased to announce that nomination entries are now open. The exclusive awards seek to discover and recognise outstanding achievements, highlights progressions and champions innovations amongst firms and individual private professionals across the Wills and Probate […]

Remote hearings don’t always run smoothly

Remote hearings don't always run smoothly

The coronavirus pandemic has helped the legal sector to adapt and adopt technology at a quicker pace than usually perhaps it would. Although remote/virtual hearings were heard of, they may not have been used as regularly as now. However, just because virtual hearings are more common place now, doesn’t mean we should become complacent. Recently, […]

Technology in the Wills & Probate Sector

Technology in the Wills & Probate Sector

The Probate sector has historically leant more towards traditional processes and practices as its preferred method of operation. However, 2020 certainly shook things up and, I think it is fair to say, we all now know that technology is the key to thriving in the future. This article looks at some of the tech your […]

Using technology to retain your competitive edge

Using technology to retain your competitive edge

Charlotte Ponder TEP, Legal Director for Countrywide Tax & Trust Corporation, has shared her view on technology with the Today’s Wills and Probate readers. In the legal sector, competition and client expectations have risen dramatically. Clients expect more, and have an increasing number of options as to where to take their business. In order to […]

Do you know the top ten cyber attack reasons?

Do you know the top ten cyber attack reasons?

A new year is widely seen as the chance for a new start; time to look at your priorities with a fresh perspective and vigor. This new year has started very differently for all of us. Many won’t head into the office as we once would, and this brings with it it’s very own set […]

Knowing your client – Risk, Capacity & Identity in Virtual Instruction Taking

Knowing your client – Risk, Capacity & Identity in Virtual Instruction Taking

With the government restrictions showing no sign of abating, clients are continuing to embrace the world of conducting both business and pleasure via Zoom, Facetime, and Google Meet (other video conferencing facilities are available). There’s been a lot of talk about the ‘new normal,’ but the more likely it becomes that the way we live […]

Ian Bond joins Arken.legal (UK) Ltd’s Legal Advisory Board

Ian Bond joins Arken.legal (UK) Ltd’s Legal Advisory Board

Thursfields Solicitors’ Director and Head of Wills & Estates, Ian Bond, has joined the Legal Advisory Board of estate planning software specialist, Arken.legal. Founded by private client solicitors in 1992, legal expertise remains the backbone of Arken.legal’s estate planning solutions – from conception to ongoing development. The Legal Advisory Board continues this important involvement, consisting […]

The National Will Register joins The Professional Deputies Forum Directory

The National Will Register joins The Professional Deputies Forum Directory

The National Will Register is proud to announce that we are now listed in The Professional Deputies Forum’s Directory. The Professional Deputies forum is the representative body for professional deputies. Last year The National Will Register embarked on a campaign to raise awareness to panel deputies and professional deputies about the important role that The […]

TSF’s solution to probate delays for struggling dependants

TSF’s solution to probate delays for struggling dependants

Probate delays are now so bad that registries are only responding to questions about applications they’ve had for eight weeks. This is according to a senior associate at Wilsons, a private wealth law firm. It’s been widely reported that the pandemic has caused delays, with offices having to close their doors for much of the […]

Solutions to issues with MyHMCTS

Solutions to issues with MyHMCTS

Gill Steele has shared some of her solutions with regards to regular issues practitioners are having with the MyHMCTS system. Taking to LinkedIn, she wrote: “Many of you have experienced difficulties logging on to HMCTS for the online probate application. Did you know that the best browser to use is Chrome or Firefox. Do NOT […]

Save the date for The British Wills and Probate Awards 2021

Save the date for The British Wills and Probate Awards 2021

We are giddy to announce that the British Wills and Probate Awards are returning for a fabulous fourth year! Following on from a successful virtual event held last year, we wanted to share with you the date for this year’s event so you could pencil it into your diary. That date for this year’s ceremony […]

Digital Transformation in the Estate Planning Sector

Digital Transformation in the Estate Planning Sector

Tom Stansfield from Willsuite, shares his views on technology in the wills and probate sector. Over the last 30 years, the estate planning sector has transformed. We have seen the emergence of the ‘unregulated sector’, including two self-regulatory bodies as well as the traditional high street solicitor evolving too. Technology plays a more prominent role […]