• March 28, 2024
 Five Reasons to Outsource Your Switchboard

Five Reasons to Outsource Your Switchboard

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 hit and face-to face interaction became off limits, phone lines became even more crucial – they were the backbone of firms as they switched to remote working, endeavoured to maintain client relationships and scrambled to remain functional practically overnight.

However, according to research by outsourced communications provider Moneypenny – which 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 – many struggled to manage their switchboards throughout the pandemic.

Data from the ‘What’s next for the switchboard?’ report revealed that almost half of companies (49%) turned their switchboards onto 24/7 voicemail throughout lockdown, 30% admitted to trusting onsite security to answer calls and a third removed phone numbers from their website altogether.

With two thirds of UK businesses expecting call volumes to increase once more staff return to offices and the economy reopens, it’s never been more important to prioritise client care and put futureproof communications strategies in place. Here, Bernadette Bennett, Head of Legal Sector at Moneypenny, reveals why an outsourced switchboard could be the answer.

  1. Extend your opening hours

The pandemic has changed people’s working hours and routines and many people wish to contact businesses outside of the traditional 9-5, or at the weekend. With an outsourced switchboard, you can deliver 24/7/365 support to you client base – without the need to hire extra resource.

  1. Maintain consistent levels of service

Clients deserve to be treated with the same levels of service – no matter when, why or who they call. Outsourcing telephone answering ensures that there’s never a dip in quality, improving efficiency and cementing brand values.

  1. Save cash

One of the major benefits of outsourcing is that fixed overheads can be switched to variable ones based on demand, saving money and meaning your employees’ workloads aren’t impacted by the need to handle more client communications when things get busy.

  1. Embrace technology

Advances in both artificial intelligence (AI) technology and vocal recognition software present unprecedented opportunities to superpower your business, making the most of ground-breaking technology without the hefty investment.

  1. Let staff flourish

Interruptions cost both time and money. Without the pressure of handling calls, staff can focus on what they do best – whether it’s meeting and greeting visitors or getting on with more profitable tasks.

Outsourcing a switchboard offers a seamless, professional and positive client journey that demonstrates to enquirers that you care. Missing calls, leaving people waiting or clunky transfers lead to bad first impressions and lost revenue, so failure to get things in order now could prove extremely costly.

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 benefit from Moneypenny’s mix of extraordinary people and ground-breaking technology.

To read the full ‘What’s next for the switchboard?’ report, visit: https://www.moneypenny.com/uk/resources/blog/whats-next-for-the-switchboard/

 

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

Moneypenny

http://www.moneypenny.co.uk

Tailored answering services for the legal sector

Hundreds of law firms, including many of the UK’s Top 200, rely on Moneypenny’s call and live chat solutions to enhance client experience and ensure every new enquiry is captured in the most cost-effective way possible. Superpowered by our proprietary technology, we give you dedicated receptionists from our 95-strong legal team to look after calls and chats in partnership with your own receptionists, or on a 24/7 fully outsourced basis.

With our flexible and reliable support in your corner, your firm will:

  • Deliver consistently outstanding client service
  • Capture every enquiry
  • Reduce operating costs
  • Benefit from clever technology that recognises repeat callers
  • Facilitate employees working remotely

Integrated with all your software favourites

Connect Moneypenny with the likes of Microsoft Dynamics 365, Perfect Portal, Salesforce and many more. We’re even integrated with Microsoft Teams, giving us real-time visibility of individual statuses and the ability to transfer callers into the platform itself, mobile, office, laptop - wherever works.

No-obligation trial available

With no set-up costs or obligation to continue, see for yourself the benefits Moneypenny will bring to your firm.

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Key Services


Key Contact

Bernadette Bennett - Head of Legal Sector
T: 0333 202 1005
E: bernadette.bennett@moneypenny.co.uk
LinkedIn: Bernadette Bennett


Address:

Moneypenny
Western Gateway
Wrexham
LL13 7ZB

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