60 Seconds with Bernadette Bennett, Commercial Manager, Legal at Moneypenny.

60 Seconds with Bernadette Bennett, Commercial Manager, Legal at Moneypenny.

Bernie, tell us about your role in supporting law firms to find a telephone answering solution?

We currently work with more than 900 law firms of all sizes, supporting their reception function either on an overspill or fully outsourced basis. We have a growing team dedicated solely to the needs of law firms and we work with firms individually to establish the best solution for them. Whether we are taking all calls or just those calls in-house teams are unable to take themselves, ours is a seamless service and it’s reassuring for firms to know they are never missing a call. Our 24/7 availability means we are able to extend a firm’s virtual opening hours and we have Moneypenny Receptionists in Auckland, New Zealand taking calls for law firms from 8pm to 8am our time. We also offer a Business Continuity and Disaster Recovery product for law firms which acts as an ‘insurance policy’, so should a telecoms problem or other issue arise, we are ready to take over immediately.       

What does a day in the life of a Moneypenny Legal Receptionist look like? 
Busy! Our Moneypenny Receptionists work in teams of four and are very close knit. They have fun together but work hard. They have their own particular clients and get to know them really well too.  
The first job is to check emails and any particular client updates or instructions for the day ahead. Our Moneypenny Receptionists are the first point of contact for the caller regardless of the nature of their call, which can be anything from notarising a document to someone calling from prison wanting to speak to their solicitor. They transfer calls or take messages and email them over depending on what the client has asked for and their needs at any given time.    
Our receptionists manage diaries to make sure the caller receives the correct information e.g. their solicitor is in a meeting until 3pm, and we provide a service whereby the client can be assured that they will receive a message from us no matter what. That gives them peace of mind.
Our receptionists deal with the caller’s enquiry as quickly and efficiently as possible and also filter out lots of unwanted cold calls, whilst maintaining the standard of the service which the client expects whether they come through to their own reception or Moneypenny. 
What do you see as the biggest opportunities and challenges in the legal sector for 2014? 
For us at Moneypenny there are always huge opportunities as we are working across the sector, providing our service to practices of every size, from sole practitioners to top 10 global firms. We are continually talking to law firms, asking them how our service will work for them in their ideal world and we work hard to not only meet individual needs but exceed expectations. Having our own in-house software specialists is important as it means we have the capability to always be developing our systems and responding to needs quickly. We had thought that having staff on the other side of the world may be a challenge but it all works remarkably smoothly. 
How did you come to focus on the legal sector?
An interest in all things legal seems to be in the blood. Being the youngest of three girls I always wanted to follow in my sisters’ footsteps so when I was asked eight years ago which area of Moneypenny I would like to focus on I chose legal as one sister works for a law firm and the other works for the LSC. 
On a personal level, what is your mantra for life? 
Focus on what matters.

Moneypenny

https://www.moneypenny.com/legal

Over 1,000 law firms, including 65 of the Top 200, trust Moneypenny’s 55-strong team of legal receptionists to handle the calls and live chat they can’t get to. Our flexible support is allowing firms of all shapes and sizes, from sole practitioners to the Magic Circle, to ensure every lead is captured in the most cost-effective way possible.  Moneypenny Receptionists get to know your firm, handling calls and chats exactly as if based in your office. They are on hand either all of the time, or during peak times when your staffing levels are low.  If you need someone to make outbound calls on your behalf, Moneypenny Receptionists can do this too. They’ll pre-qualify leads or arrange and follow up on appointments, leaving your team able to prioritise valuable opportunities first.

  • Only pay for support when you need it
  • Focus on what you do best
  • Deliver outstanding service
  • Stay resilient now and over the months ahead
Telephone Answering 1 in 10 calls to a law firm is a brand new business enquiry. Make sure you are not letting any opportunities slip through the net. Telephone Answering for law firms > Live Chat 41% of chats generate a new enquiry. Vastly improve the ROI of your website and capture more leads with Live Chat. Live Chat for law firms > Outbound Calling The ultimate way to generate more and better quality leads. Trained Moneypenny Receptionists will nurture leads to the point of conversion, leaving your in-house team free to focus on delivering their expertise. Outbound Calling for law firms > Don’t just take our word for it. Discover the ways we help law firms just like yours > Experience Moneypenny for FREE Put our award-winning services to the test. With no set-up fees or ongoing commitment, you could be briefing your Moneypenny Receptionist today.  Get your quote >
Key Services
Key Contact Bernadette Bennett - Head of Legal Sector T: 0333 202 1005 E: bernadette.bennett@moneypenny.co.uk LinkedIn: Bernadette Bennett
Address: Western Gateway Wrexham LL14 7ZB

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