London firms fell short during the pandemic

A busy switchboard is the heart of any thriving legal business. It is the eyes and ears of an operation that keeps communication flowing and carries brand image firmly in its hands. When the pandemic

London firms fell short during the pandemic

A study of top London organisations – including a number of leading lawyers – has revealed almost half (47%) of firms expect call volumes to increase over the next few months – yet many struggled

Moneypenny has joined forces with LeadersinLegal to help legal firms access proven methodologies for accelerating business growth. LeadersinLegal provides exclusive groups for leaders of non-competing law firms and suppliers to law firms come together for

Law firms urged to prepare for post-lockdown demand

As the end of the third national lockdown approaches, law firms must prepare for a dramatic and sustained spike in new enquiry volumes, according to research from Moneypenny. Moneypenny handles more than 2 million legal

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%

Moneypenny launches outbound calling service for law firms

Leading outsourced communications provider Moneypenny has launched an Outbound Calling service for the legal sector – to help firms save time and capture more leads. The new service can be used to qualify conveyancing enquiries,

Time-Poor Legal Firms Too Busy For New Business

Legal professionals are too busy to win new business, despite the average value of a case being £4,000, according to a new research report. Commissioned by leading outsourced communications provider Moneypenny, the report polled 250

Moneypenny Launches Covid-19 Screening Bot For Law Firms

A new online Self-screening Bot has been launched to help law firms manage clients’ safety more easily, before any face-to-face meetings take place. Launched by leading outsourced communication provider Moneypenny, the bot has three core

The hot topic of how legal firms can embrace greater long-term agility in the wake of Covid-19 is up for discussion on the latest Lockdown CX webinar next week (Thursday 11th June at 11am). Speakers

Moneypenny

This article was submitted to be published by Moneypenny as part of their advertising agreement with Today’s Wills and Probate. The views expressed in this article are those of the submitter and not those of

It's Time To Fall Back In Love With The Phone

Bernadette Bennett, Commercial Manager – Legal at Moneypenny, explains why it’s a good call for organisations to focus on answering the phone – and doing it well – during unprecedented times. Over recent years, we’ve

Moneypenny Strengthens Position In US Market

Moneypenny, the UK’s leading provider of web chat, answering services and outsourced switchboards for small and large businesses, has extended its services in the US with the acquisition of VoiceNation and Ninja Number. The details

Moneypenny Launches Live Chat Visualiser Tool

The UK’s leading outsourced communications provider to the legal sector, Moneypenny, has launched an interactive online tool to help firms visualise how a live chat service would look on their website. The technology is simple

Please Don't Leave A Message After The Tone

Claire Smith, Head of Business Development at Moneypenny explains why firms should leave voicemail in the last decade and make 2020 the year to invest in a more modern solution. Voicemail has been a firm

Moneypenny, the leading outsourced communications provider for the legal industry, is further expanding its business with the launch of its new Live Chat service.

Calls to the family law sector rose by 69% in the first three months of 2017, according to a new report by Moneypenny.

New research from Moneypenny has found legal firms could be missing thousands of new enquiries over the Christmas period.

After 11 years heading up business development and marketing for Moneypenny, Joanna Swash has been appointed as Managing Director.

Moneypenny, the legal sector’s leading outsourced switchboard and telephone answering specialist, is today unveiling its new £15m headquarters. Designed to create “the happiest workplace in the UK”, the pioneering building reflects the company’s rapid growth

Calls to the legal sector rose by 14.2% last month, according to Moneypenny. In a study of its call volume, the UK’s leading telephone answering specialist reported a 14.2% rise when the average number of

In the wake of the landmark Heather Ilott inheritance case this July, new figures released by telephone answering specialist Moneypenny have flagged a rise in calls relating to wills and probate over the past three

Telephone answering specialist Moneypenny joined forces with the Law Society to celebrate the best examples of innovation and good practice across the legal profession at a glittering event in London’s Hilton Hotel on Park Lane.

Telephone answering specialist Moneypenny is celebrating three years of handling `night-time’ calls, the majority legal, from the other side of the world. In 2012, the company took the unusual decision to open an office in

Latest data released by telephone answering specialist Moneypenny, has revealed the staggering number of new enquiries `missed’ by law firms so far in 2015 — 10.4% of the overall total number of calls handled by

Legal receptionists at telephone answering specialist Moneypenny are urging law firms to be sure they are prepared for the holiday season, as latest figures highlight the effect a Bank Holiday has on call figures. Looking

The latest two receptionists from telephone answering specialist Moneypenny are packing their bags to fly to New Zealand ready to join the team answering overnight calls for UK law firms during their daytime. The pair

Based in London’s Mayfair and Horley, Surrey; Newmans Solicitors is a little bit different. With more than 40 years’ experience, the firm boasts a team comprising solely of qualified legal professionals, thereby delivering a highly

New findings from Professor Ian Cooper, one year on from his Survey Report for Lawyers, show that law firms are still missing out when it comes to successfully handling telephone enquiries and converting business. In

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

Telephone answering specialist Moneypenny – supporting more than 900 legal firms across the UK and endorsed by the Law Society, has unveiled a brand new look with a face-lifted logo incorporating a new addition —