Ready to update?
After welcoming our new legal clients we’ve been hearing more about phone systems that are out of date and in need of updating.
Any out of date system can have adverse effects on business, especially when it is not serving its purpose anymore. Incoming calls are still very important for securing business for your firm instead of a competing one. If for any reason you can no longer manage the volume of calls your firm receives this can result in a decrease in return on investment. Outsourcing your calls to CallCare means that expertly trained call handlers are available around the clock to capture every marketing response. This helps firms track their conversion rates and points them to what works so they can continue to build on it.
A number of firms have recently admitted to not investing back into training call handlers at their firm. Earlier this year, Professor Ian Cooper conducted research around Converting Telephone Enquiries into Profitable Business. He noted that a structured call is proven to increase the conversion rate from a mere 13% to a massive 82%.
Salesforce found that inbound calls are 10-15 times more likely to result in a conversion, than inbound web leads. If these calls don’t get through to your firm in the first place then those new enquires are most likely going to your competitors and being successfully converted for their firm.
Gemma Harding, Head of Client Services at CallCare says: “When firms outsource their calls for us to handle we ensure that they don’t miss another call. Since we have over 17 years of experience in handling calls for the legal sector we understand and are ready for the different types of calls that they will receive. For example PI firms will need their leads qualifying before being passed onto a fee earner. Conveyancing firms will need quotes being provided to callers and firms that deal with Criminal Call Outs will need to be well equipped to deal with calls from the DSCC.”
The Age of the Client white paper from Lexis Nexis highlighted that technology is the enabler, playing a fundamental role in helping lawyers deliver outstanding service. Early adopters of technology were one step ahead and this edge made them stand out against competitors to their clients.
Professor Cooper concluded his report by highlighting that: “The good news is that converting telephone enquiries into business is the easiest, quickest, cheapest and most guaranteed way of generating massive additional revenue.” If this is really true then firms need to evaluate and assess their current methods to ensure they’re optimising this channel.
This article was submitted to be published by CallCare Limited 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.