Legal receptionists at telephone answering specialist Moneypenny are urging law firms to be sure they are prepared for the holiday season, as latest figures highlight the effect a Bank Holiday has on call figures.
Looking back over data for Bank Holidays so far this year, the company has found that the average call spike the day after a public holiday is 12.17%
The increase comes at a time when law firms are already juggling staff holiday cover with trying to meet the demands of clients, says Moneypenny’s Legal Commercial Manager Bernadette Bennett: “Holiday periods whatever the time of year, but particularly in the summer, present a challenge for firms in terms of resourcing. Staff are taking breaks so it can make for a tricky balance, and with client demands and expectations high whatever the time of year, firms can’t afford to slow down.
“It’s an annual headache; maintaining business as usual, while managing the fluctuations in staff availability. Typically at this time of year we see seasonal patterns and changes to our legal call volumes which reflect firms’ in-house staff holidays. We also tend to see an increase in the numbers of law firms seeking telephone answering support, as they recognise the benefits of having additional receptionist cover when they need it, without the overheads of recruiting.
“When offices have been closed over a Bank Holiday, our receptionists are always particularly busy immediately afterwards, as calls spike and firms struggle to cope with the increase. In any given quarter, the busiest day will, almost certainly, be the day straight after a Bank Holiday as we capture calls that would otherwise have gone unanswered or to voicemail.”