LATEST client data released by telephone answering specialist Moneypenny shows a 10.09% rise in the numbers of law firms seeking support with answering their calls when compared to the same period last year.
The figure follows findings from the recently published Grant Thornton International Business Report `Outsourcing: Beyond technical expertise’ which highlight changing attitudes to outsourced relationships and the drivers behind them. The report, based on 2,500 senior business executives in 36 economies around the world revealed that up to two in five companies are now open to outsourcing elements of their operation. Findings also revealed that in the UK, where the outsourcing market is considered `mature’, 82% of businesses who have outsourced, never bring their outsourced service back in house.
Moneypenny’s Legal Commercial Manager, Bernadette Bennett, says: “We are seeing increased numbers of law firms of all shapes and sizes recognising that without telephone answering support, calls are slipping through the net and potentially losing them business. They also know that clients have high expectations of a first-rate customer experience and a seamless approach to service delivery.
“It was encouraging to note from the Grant Thornton report that businesses recognise reliability as more important in delivering a successful outsourcing relationship than cost, with UK companies citing `understanding my business’ as the third most important consideration. Trust, quite rightly, also features as a high priority, along with communication and other `non-technical’ skills.
“In my day to day dealings with law firms, it is clear that an ever increasing number are forward- thinking in their approach to outsourced relationships, recognising that maximising efficiency and business success comes from building a true partnership.”