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One year on – the strategic errors still affecting conversions

By Kevin Bishop, Business Development Manager, Moneypenny

17 November 2014

By Kevin Bishop, Business Development Manager, Moneypenny

New findings from Professor Ian Cooper, one year on from his Survey Report for Lawyers, show that law firms are still missing out when it comes to successfully handling telephone enquiries and converting business.

In 2013 Professor Cooper conducted 254 'mystery' telephone calls and interviewed senior managers in 92 legal firms which revealed some startling results. At that time it was found that 90% of the people who dealt with incoming calls admitted to either not being very good at it or not liking the task, while in over a third of all calls, neither party knew who they were talking to as the caller's name was not taken and the call handler had not introduced themselves. Furthermore in 97% of all calls the call handler failed to either ask if the caller wanted to go ahead or make an appointment and ...

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