How much are missed calls costing your law firm?

Most clients' first connection with a law firm is a phone call. It is the moment they form their initial impression, decide whether they feel in safe hands, and choose whether to move forward. But what happens when that call goes unanswered?

For UK law firms, the answer has a direct commercial consequence. A third of all calls to UK businesses go unanswered, and 1 in 10 calls to a law firm is from someone making a brand new enquiry. That means a significant proportion of potential new clients are simply moving on to the next firm in their search results.

• 1 in 3 calls to UK businesses go unanswered‍
• 1 in 10 calls to a law firm is a brand new enquiry

Unanswered calls are costing law firms new clients every single day

It happens more frequently than most firms realise. A third of all calls to businesses go unanswered, either because receptionists are occupied, other staff are not picking up, or the call comes in outside office hours. For a law firm, where 1 in 10 callers is making a brand new enquiry, that is a steady and costly drain on new business.

At Moneypenny, we are on a mission to close the telephone answering gap for law firms across the UK.

Missing calls does not just lose business, it damages your firm's reputation

Beyond missed business, a pattern of unanswered calls carries a reputational cost that is harder to quantify but just as damaging. Callers who cannot get through feel unimportant, and that experience does not stay private. Frustrated clients turn to competitors and often share their experience with others, whether that is a conversation with a colleague or a review posted online.

For a profession built on trust, discretion and first impressions, the standard set by that very first phone call matters enormously. A caller who reaches voicemail when they expected a professional voice is already forming a view of your firm before the relationship has properly begun.

"I would recommend Moneypenny to other organisations and I regularly do. I would say that, in particular for growing businesses, the benefits are quite significant."

James Knight, Managing Director, Keystone Law

Moneypenny answers calls on behalf of over 480 UK law firms

At Moneypenny, we answer two million calls and live chats each year on behalf of over 48 law firms. We work with firms on a fully outsourced or overflow basis, stepping in whenever your team cannot get to the phone so that no caller is left waiting and no new enquiry is missed.

We combine market-leading technology with dedicated professionals who work as a seamless extension of your team. Every caller receives an exceptional, consistent experience, whether it is their first contact with your firm or they are an established client calling with an urgent matter.

How Moneypenny supports law firms

• Calls answered in your firm's name, with warmth and professionalism every time
• New enquiries captured, qualified and passed to the right person immediately
• Overflow support during busy periods, court dates and staff absences
• Out-of-hours cover so urgent calls are never missed outside office hours
• Fully outsourced or overflow-only, configured to your exact requirements
• Instant message delivery by text, email or via Microsoft Teams

Try Moneypenny's legal answering service free for one week

The best way to understand the impact of professional call handling on your firm is to experience it first-hand. Our free trial gives you access to our full service for one week, with no set-up fees, no admin charges, and absolutely no ongoing commitment.

To find out how your firm will benefit from our people and technology, contact Moneypenny today.