The importance of properly managed conveyancing calls

The importance of properly managed conveyancing calls

Sometimes conveyancing just seems impossible.  
At the end of a month on a Friday you will have a million and one completions to handle and you are still getting estate agents pushing you to meet their exchange targets for the month, clients wanting to tell you that they have sent in the cheque for their searches and calls from search companies trying to convince you that their personal search is a million times better than someone else’s or even an official.
At times the phone is your friend and at times it is your enemy.  At times you will just want them all to go away and stop pestering you so you can get on with just doing the job.
Whatever you think about the phone your clients expect a friendly, stress free and professional response.  No doubt most of the time you can take that in your stride however sometimes conveyancing just gets all a little too busy, on Fridays, at month ends and just before bank holidays it can be really challenging to answer all those calls.
Chadwick Lawrence LLP realised this back in August 2009 when they decided they needed a little extra support.  Telephone answering specialists, Moneypenny, answers telephone calls for more than 900 law firms of all shapes and sizes across the UK. With a dedicated legal team, Moneypenny is pleased to carry an endorsement from the Law Society. With  eight offices across Yorkshire and one of the region’s leading firms, offering traditional legal services such as family law and conveyancing as well as having dedicated commercial, employment and medical negligence departments the importance of answering every call is vital.
The Business Challenge:
In August 2009, Chadwick Lawrence decided to improve its in-bound call handling capabilities by providing support to its conveyancing and reception teams.  The improvements would also have to deliver consistently high levels of service to clients calling the office – regardless of staff holidays or high call volumes.
Jeremy Garside, managing partner of Chadwick Lawrence comments:
“The challenge was to achieve a successful balance between the cost of extra staffing and maintaining high levels of client service during periods of high call volume.  We needed support that would help us manage our peak call periods cost effectively, but also deal with our customers in a professional and efficient manner at all times.” 
Solution Deployed
After an initial trial period that enabled Chadwick Lawrence to review the times and days they needed telephone support, Moneypenny was appointed to handle the firm’s ‘overflow’ calls. 
Jeremy continues: “Moneypenny works seamlessly with our in-house team to ensure no calls are missed at peak times and that each call is handled professionally and competently.  The online reporting tool, which we can access 24 hours a day, seven days a week also helps us plan effectively for call peaks in the future.” 
Benefits Achieved
Using Moneypenny to help handle peak call volumes and provide support to the reception team at break times or during absence has brought a number of benefits:
More than 3,000 ‘overflow’ calls are now efficiently handled each month
Reception is automatically covered during employee sickness or lunch breaks
Chadwick Lawrence has now extended the Moneypenny solution to cover multiple offices
Jeremy is delighted to conclude:
“Working closely with Moneypenny means we have been able to deliver a first class call handling service cost effectively.  No calls are missed and each one is handled professionally, which is a great help to me and the reception team.” 
To discuss your needs in more detail, as well as find out more about Moneypenny’s no-obligation trial, please contact:
08000 199 944


Over 1,000 law firms, including 65 of the Top 200, trust Moneypenny’s 55-strong team of legal receptionists to handle the calls and live chat they can’t get to. Our flexible support is allowing firms of all shapes and sizes, from sole practitioners to the Magic Circle, to ensure every lead is captured in the most cost-effective way possible. 

Moneypenny Receptionists get to know your firm, handling calls and chats exactly as if based in your office. They are on hand either all of the time, or during peak times when your staffing levels are low. 

If you need someone to make outbound calls on your behalf, Moneypenny Receptionists can do this too. They’ll pre-qualify leads or arrange and follow up on appointments, leaving your team able to prioritise valuable opportunities first.

  • Only pay for support when you need it
  • Focus on what you do best
  • Deliver outstanding service
  • Stay resilient now and over the months ahead

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Key Services

Key Contact

Bernadette Bennett - Head of Legal Sector
T: 0333 202 1005
E: [email protected]
LinkedIn: Bernadette Bennett


Western Gateway
LL14 7ZB

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