New Infographic: Call Handling in 2015 – solar eclipse hit calls – “divorce day” increases them
REVIEWING its legal call data for the first quarter of 2015, telephone answering specialist Moneypenny has reported a 20% rise in calls handled for law firms in comparison with the same time last year. More than half a million calls were answered by Moneypenny’s legal receptionists on behalf of firms of all shapes and sizes, either on an overflow or fully outsourced basis between January 1 and March 31; the quarter which also saw Moneypenny launch into the legal market in the USA.
The latest legal call data analysis shows that March has been the busiest month, although Monday January 5 (dubbed ‘Divorce Day’) – the first working day after the extended Christmas break – has been the single busiest day of the year so far. During the solar eclipse of March 20 call volumes dropped by 9% as the UK took advantage of the opportunity to view (or at least try to view) the spectacle.
Monday has been highlighted on average as the day of the week law firms most need call handling support – almost 8% up on the next busiest, Tuesday, with the `golden’ busiest hours between 10am and 12 midday. The figures also show that Moneypenny Receptionists, based in Auckland, New Zealand, have been answering more overnight calls (during their daytime) for the legal sector over the past quarter, with 24% of legal clients now requiring 24/7 support, as compared to 17% in Q1 2014. Of the calls taken for firms outside of regular working hours, 72% were between 6pm and 9pm, 14% between 9pm and midnight, 4% between midnight and 4am and 10% between 4am and 8am.