Categories
Latest News

New Infographic: Call Handling in 2015 – solar eclipse hit calls – “divorce day” increases them

The latest legal call data analysis from Moneypenny 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.

Legal Infographic Q1 2015

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.

 

One reply on “New Infographic: Call Handling in 2015 – solar eclipse hit calls – “divorce day” increases them”

Moneypenny add “The reason we’ve predicted May 26th will be particularly busy is that we always see a huge spike in calls on the Tuesday following Bank Holidays, whether it’s school holidays or not. We also find that a lot of receptionists/support staff in the legal sector tend to book this time off so the number of our overflow calls increases as clients require more support.

And while the B2B calls they receive might go down, the B2C calls go up as people on their holidays are catching up on all those things they need to do (be it calling their estate agent, booking a hair appointment or arranging a trip to the dentist). All the things you don’t have time for in the middle of a busy working week.

Comments are closed.