Research carried out by Moneypenny, the UK’s leading provider of telephone answering services to the legal sector, has suggested at least 2,000 calls on average each year could be being missed per individual wills and probate professional / solicitor.
Results are based on an average appointment time with clients of 90 minutes when telephones are likely to be switched off to allow for uninterrupted quality time without distraction.
Based on three appointments per day (4.5 hours), a modest assessment of two calls coming in per hour and a 22 day month, this means that will writers and solicitors could be missing 2,376 calls in a year from existing clients, new prospects and others callers, equating to a host of missed opportunities and an inevitable loss of income.
Research shows that 86% of callers will not call back if their call is unanswered, 80% won’t ring back after hearing an engaged tone and 75% hang up before six rings.
Moneypenny currently provides telephone answering to more than 900 law firms, either on an overflow basis for the times when there is no-one available to answer the phone or as a completely outsourced service.
Bernadette Bennett, Commercial Manager at Moneypenny for the legal sector says: "Telephone answering can be a big problem for small firms and sole practitioners, often making for a difficult daily juggle. Clients demand full attention face to face, while callers expect a consistent professional response from a real person every time.
"Answering machines are impersonal and don’t create a great impression so by engaging with an outsourced partner, will writers and solicitors can take the pressure off by having their own dedicated receptionist right behind them to take calls in a flexible way, just as and when they need support.
"Calls are never missed which means every new enquiry is captured and clients receive great customer service regardless of when they ring. Callers have no idea their enquiry is being taken anywhere other than in-house and our Moneypenny software recognises repeat callers which makes for a very personal response. Calls can either be transferred directly or messages can be taken, all helping individuals to manage their working day effectively and efficiently."
For more information on Moneypenny’s services or to take advantage of a no-obligation trial call 0333 20 21 005 or visit www.moneypenny.co.uk.
