Wills and probate calls to telephone answering specialist up 56%
Telephone answering specialist Moneypenny has reported a 56% rise in the number of telephone calls relating to wills and probate taken on behalf of practitioners during the first five months of 2015, as compared to the same period last year.
The findings come from an analysis of the company’s data which highlighted that not only were wills and probate call numbers increasing, but; along with multi-service law firms, more will writers, probate practitioners and private client solicitors were seeking telephone answering support.
Moneypenny’s Legal Commercial Manager, Bernadette Bennett, explains: “This is a significant rise in these type of calls which demonstrates the increasing commitment of professionals in the sector to ensuring they are capturing their calls, which inevitably means they will be converting more business opportunities. It is also a welcome sign of the value being placed on these calls in terms of customer service delivery.
“We know that many firms and individuals find it difficult to answer their telephones consistently throughout the day themselves; often juggling calls around appointments, struggling to cover lunchtimes and busy periods or tying up fee-earners unnecessarily. Many just don’t have the internal resource to deal with every enquiry, yet customers expect a first-rate response every time. Too many calls can end up either being unanswered or diverting to an answer machine with customers failing to leave a message.”
In October last year, Moneypenny reported that at least 2,000 calls on average each year could be being missed per individual wills and probate professional / solicitor.
The findings were based on an average client appointment time of 90 minutes (when telephones are likely to be switched off), three appointments per day (4.5 hours), and a modest assessment of two calls coming in per hour, which had the potential to go unanswered. Calculated on a 22 day working month and subsequently over a full year, it was estimated that will writers and solicitors could be missing 2,376 calls from existing clients, new prospects and others callers, equating to a host of missed opportunities and an inevitable loss of income.
Bernadette continues: “No business can afford to miss calls. We are having more and more approaches from practitioners and firms seeking to engage with our specialist legal receptionist team to ensure they have a real person right behind them, answering calls they are unable to reach as though based in the office with them. Our receptionists are specially trained to have the skill set required to deal with wills and probate calls which can be sensitive in nature; recognising the needs of the caller, while expertly asking the right questions to handle the call successfully.
“Dedicated lines around specific promotions can be useful too — for example to deal with calls generated from `Make a Will Week’ activities. Our receptionists take the pressure off practitioners, leaving them free to do what they do best, while guaranteeing every call receives a professional response.”
Calls to law firms and legal practitioners account for the largest share of Moneypenny’s overall call volume, with more than 1.5 million answered on behalf of 950 clients in the sector in 2014, either on an overflow or fully outsourced basis.