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How outsourced communications can help lighten the IT load for law firms

Odd times call for tactical measures.

We know that IT teams across the legal sector are being tasked with implementing long-term solutions to enable partners and staff to work in a hybrid way. Often this is following the pain of make-shift solutions used initially in the panic of lockdown.

Here, we give solutions to smooth out the jarring issues that many firms still have with their communications right now.

Give the impression of a well-connected firm

…by being a well-connected firm.

One challenge of remote working is giving clients the impression of ‘connectivity’. Many firms haven’t nailed this yet. We hear every week of clients calling a firm’s main number, a receptionist will answer, and either not have the ability to transfer the caller, or will try and fail.

We’ve helped scores of law firms’ IT teams with this issue for the past several months. For top firms, client service is paramount. An outsourced switchboard means clients’ calls are always answered and transferred – seamlessly.

Or, if the solicitor is busy, a message is taken and emailed over by the outsourced receptionist. It gives clients the impression of a law firm that is operationally sound, competent, and forward-thinking. As James Knight, Managing Director for Keystone Law, explains:

“With our solicitors working remotely across the country, call handling posed a logistical headache. We wanted to give the impression of a single-site practice, where the receptionist knows everyone, and all manner of queries can be resolved quickly in person. We drafted in an expert to solve our complex call handling needs and turned to Moneypenny.

Our switchboard is future-proofed.

“All of our calls are now diverted to Francesca, our dedicated Moneypenny Receptionist. The fact that Moneypenny can look after additional call volume seamlessly is very attractive, and ensures our switchboard is future-proofed.”

Keep call answering figures high

…and keep costs at a minimum.

Some firms know exactly how many calls they receive a day. Most don’t. And almost all have no idea the number of calls that are missed. As we know through over a decade of working with firms, you miss far more than you realise.

That risk is even higher right now, as teams are dispersed through remote working, and firms aren’t properly equipped to handle them. This is where an outsourced switchboard can step in and help your current provision, and it isn’t as expensive as you’d think.

Your current call handling team answers calls during office hours, and the outsourced switchboard team steps in during evenings and weekends. This keeps your overheads down, whilst ensuring every single call is answered. David Eagle, Head of IT for Royds Withy King, explains:

The impact was immediate. Moneypenny do a fantastic job of portraying our businesss in exactly the right way.

“Missing 30% of your calls is a position no firm wants to be in. For us, this was the harsh reality. Internal resources were under pressure. New business enquiries are now diverted to Moneypenny during the day and all main switchboard calls out of hours. 

“The impact was immediate. Our Moneypenny Receptionist, and her team, capture every call and do a fantastic job of portraying our business in exactly the right way.”

Make it easy for staff to make & receive calls

…without investing in additional phones.

With staff working remotely and needing to make and receive calls easily, IT teams are being asked to facilitate these needs. Easier said than done.

At Moneypenny, we’ve created a system to bridge the gap of homeworkers with office-level phone requirements. The – free to download – Moneypenny app turns staff mobiles into a small business phone system. It gives the user the ability to make outbound calls from your firm’s main number. This helps your firm to show a professional front – even when you’re away from the office.

We’ve worked to make using it as easy as possible. It empowers your firm’s staff to update their Moneypenny Receptionist with their whereabouts as they move between their home and the office, all with the touch of a button. Additionally, it provides access to the user’s full call history – helpful for busy solicitors – and supports your BYOD policy.

Boost your Microsoft Teams capabilities

…by integrating Teams into your telephonics.

The use of Microsoft Teams has rocketed since lockdown was announced in March, with the use of video calls growing 1,000%, connecting those working from home. Many law firms have taken up the platform.

Moneypenny has made it even easier for solicitors and support staff to take calls while using the service with our Teams integration. We are able to read your Teams status and your Moneypenny Receptionist will know whether to transfer a call if you’re available, or take a message if you’re busy.

We can also transfer your calls to the Teams platform rather than your mobile or landline if you’d prefer, saving you having to juggle many lines and phones.

To talk to one of our informative team about how we can help your firm with our Outsourced Switchboard service, Teams integration or mobile app, visit or call us today on 0333 009 8329. 

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