ATLANTA, GA—Moneypenny and VoiceNation have dedicated a new team of receptionists to its law firm clients. This team is comprised of receptionists who are not only dedicated to answering legal callsm but are also well versed in sector language and terminology. The team will be trained by outside legal experts to keep them updated on the legal sector, and the service is being offered at no extra charge to both new and existing law firms who are clients of the leading call answering, live chat and digital communications company.
“Industries like the law have jargon and references that require quite a bit of mastery to be of assistance to clients when an attorney or paralegal are not available to talk,” said Eric Schurke, Vice President of Sales for Moneypenny and VoiceNation. “We already take calls and live chats for a large number of law firms providing them with first class customer experience. This new dedicated team was a natural progression and will further allow firms to keep both their lawyers and paralegals focused on the work at hand – providing them with the comfort of knowing the people answering the phone will keep the conversations and work moving in the desired direction.”
Earlier this year, Moneypenny conducted “mystery caller” research that showed a mix of service performance for a few firms surveyed in terms of the warmth of the greeting, their helpfulness, and call handling quality throughout the call. At the time, around three quarters of the firms called defaulted to voicemail or had the phone ring until the caller was disconnected. When it came to the speed of calls being answered, the best-performing firm answered their calls in an average of one ring or five seconds and the worst performing answered in an average of six rings or 36.34 seconds – the longest wait time from any industry.
The launch follows successful pilots of dedicated sector teams and will be rolled out with additional industries with language and expertise requirements like Home Services and Real Estate.
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About Moneypenny and VoiceNation
Moneypenny and VoiceNation are America’s best virtual receptionist and phone answering providers.
For more than 20 years, VoiceNation has specialized in custom-scripted call answering, with bilingual receptionists available to take calls 24 hours a day. VoiceNation is part of Moneypenny, a leading 24/7 provider of personalized answering services, live chat and customer contact solutions.
Collectively, the Moneypenny Group employs over 1,200 people handling over 20 million calls and chats for thousands of businesses of all shapes and sizes – from sole traders right up to multinational corporations – across the UK and the US.
