How much business could legal firms be losing over Christmas?
New research from Moneypenny has found legal firms could be missing thousands of new enquiries over the Christmas period.
In a study of its data, the UK’s leading telephone answering specialist has discovered that its legal receptionists answered in excess of 26,000 calls on behalf of law firms over the festive period (December 19 to January 3) last year.
Bernadette Bennett, Moneypenny’s Legal Commercial Manager, said: “A time where many legal practices are traditionally closed and taking a well earned break, Christmas is often considered a quiet period of the year. What this research demonstrates, however, is that many legal firms are in fact still receiving a significant number of calls. Business no practice can afford to miss.”
In particular, legal receptionists at Moneypenny saw a marked increase in enquiries on December 29, 30 and 31 – the first days following the festive Bank Holidays – for a number of departments. This included wills and probate which saw a 23% increase on Tuesday 29 when compared to the average Tuesday in December, and likewise a 49% increase on Wednesday 30 and 31% on Thursday 31. Similarly, Moneypenny saw an increase in calls for family law and conveyancing enquiries on Tuesday, December 29.
Moneypenny is endorsed by the Law Society and answers in excess of two million calls a year for legal firms of all sizes.
Overall, the busiest day in December for legal receptionists at Moneypenny last year was Monday, 7 and calls remained steady up until Wednesday, December 23. The last Friday before the Christmas holiday period, December 18, was also busier than the two previous Fridays.
Bernadette added: “While firms may assume that clients aren’t calling as readily over this time, it’s clear that many are still seeking assistance during the festive break. Understanding this behaviour and putting measures in place to ensure they are supported is crucial. Missed calls can result in missed opportunities and a drop in customer service levels.”
The legal sector accounts for Moneypenny’s largest overall client share, supporting firms by either answering calls on an overflow or fully outsourced basis.
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.