… but only (of course) if you use the information and additional features effectively to improve how calls are handled! Think more widely about the potential benefits you can achieve if you are considering an upgrade. Here is just some of the why and how.
Concert Networks’ findings from a recent “Secret Shopper” research into how law firms respond to telephone calls makes depressing reading if you are a partner in virtually any of the firms called. On average the callers waited on hold for 47 seconds. When you consider that callers become frustrated after being on hold for 20 seconds or more, it is clear that the industry has room for big improvements.
How effectively does your practice handle inbound calls?
You probably don’t know! If you do, it will probably be because you have already invested in a system with this kind of functionality that goes beyond just handling the call. Even then, are you putting it to full use yet? Maybe we can help you make it do more?
Concert Networks’ innovative Cloud Telephony with Call Reporting tools can give you information such as time to answer, call abandoned rate, time on hold and much more; and you can report on this information, giving department heads and senior management an accurate picture of each caller’s experience when they call your firm.
Reliable information to help constantly improve your use of resources
This reliable real-time, easily accessible data enables you to make informed decisions about the most appropriate working patterns, where and when more (or less) people should be available to answer calls; and to organise effective routing of calls. It gives you a truly objective way to monitor staff performance and to provide feedback to them to engage them in future improvements too. Without this information, that is (and has been for most firms) very difficult to achieve.
Let your people see what’s happening – to help them improve
You don’t need to go this far .. but you can in areas of the business where it is appropriate It lets you see which offices or departments are receiving the most calls, where there are bottlenecks that need to be resolved and much more. ‘Heads-up’ dashboards give you the real time data you need to act accordingly.
As an example of just some of what you could achieve … Bakers Solicitors, saved £500 a month and significantly reduced the number of calls being missed when they switched to Concert Networks’ Cloud Telephony system. Read the case study here.