Bernadette Bennett, Moneypenny
Figures from leading outsourced communications provider Moneypenny, which manages telephone calls and live chats for more than 1000 UK legal firms, reveals almost a quarter of all calls to legal firms are now new enquiries.
Moneypenny can also provide a month-by-month breakdown from January to July this year – with January, February and June the highest for new enquiries – which all accounted for 24% of calls compared with 21%, 22% and 21% respectively in 2021.
These figures follow the release of Moneypenny’s new Global Customer Call Trends Report which highlights that although call volumes to all business types have decreased over the last three years, call durations have increased as people pick up the phone to solve more complex, urgent and sensitive issues.
Bernadette Bennett, Head of the Legal sector at Moneypenny said: “Set against a backdrop of economic uncertainty it’s fantastic to see that enquiry volumes to legal firms are on the rise. There’s been a marked increase in enquiry volumes every month compared with last year – with the first two months of the year and June being particularly strong performers.
“For legal firms, many of whom may already feel inundated with work or be struggling with recruitment, this signals a need to really revisit and reinvigorate their customer service and communications practices so they’re efficient as possible and able to keep up with demand. “
Bernadette added: “As a nation we may be making fewer calls, but the ones people do make are lucrative and demand more care and attention. Legal firms need to seize on this and turn enquiries into business.”
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 21,000 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 here.
