Bernadette Bennett, Moneypenny
It’s been a rollercoaster of a year – political turmoil, the cost-of-living crisis, unprecedented recruitment challenges, the list goes on. Employees across the legal industry are understandably feeling stressed and overwhelmed.
Your workforce doesn’t just deserve a break, they need one and with the festive season upon us, many will take the opportunity for some well-deserved R&R. The good news is that well rested employees are more focused and productive but is there a risk that time off could have a short-term impact on your client experience. And could that have a long-term impact on your reputation?
Here, Bernadette Bennett, head of legal sector at leading outsourced communications provider, Moneypenny, explains why investing in year-round support is the answer to delivering consistently brilliant client care that doesn’t depend on seasonality or staffing levels.
Avoid last minute panic
In the stress of year-end, resource considerations often fall to the bottom of the priority list, leaving client service shaped gaps in many legal businesses. Outsourced client care solutions, such as telephone answering support or live chat, solves this issue and can be scaled up or down depending on requirements – ensuring you’re prepared for any eventuality and saving on holiday-induced panic.
Protect your brand
Outsourced services play an important role in not only handling queries and capturing leads but protecting the brands that organisations work so hard to develop. When Christmas leaves you light on resource, outsourced help allows in-house staff to continue giving warm face-to-face client service while simultaneously avoiding calls ringing out or reaching voicemail. If a client calls with a concern and is unable to speak to the correct person, leaving a message with a friendly, knowledgeable telephone answering agent will leave them feeling confident that their business is valued and protect brand reputation.
Avoid seasonal changes in revenue
Quiet periods can be a standard part of your business but if your bottom line is dipping because you’re unable to handle incoming enquiries, there’s a problem. In a competitive marketplace, if a prospect can’t speak to someone online or via phone, they’ll fall straight into the hands of a competitor. Ensure you have an adequate client communications solution in place and grab the business by both hands. Even better, prove yourself to be a client service champion at a time when others so regularly get it wrong.
You’ll not only benefit from improved client care, a stronger pipeline and a rock-solid reputation, but a happier, more engaged workforce. Merry Christmas!
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 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/
