orbit: office response business intelligence team

sector report legal

Legal Services/2011Jan

orbit: office-response.co.uk

1. call distribution

key notes

source

1. 32% of inbound calls fall outside of the core business hours of 9:00 to 17:30

2. 12% are made between 0:00 and 09:00

3. 20% are made between 17:30 and 0:00

1. Active Office Response Clients within the Legal Sector

2. Sample size of 3,700 calls

3. Sample period Nov 2010

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orbit: office-response.co.uk

2. call types

key notes

source

1. At least 57% of all calls received relate to new business queries

2. “Not Defined” calls are those where the Client has not requested capture of the call type

3. Named Contacts include the OR outsourced switchboard service

1. Active Office Response Clients within the Legal Sector

2. Sample size of 3,700 calls

3. Sample period Nov 2010

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orbit: office-response.co.uk

3. voicemail usage

key notes

source

1. When calling a business during office hours in response to an advert more than half of

the people will not leave a voicemail

2. The majority of people expect to be called back the same day if they leave a voicemail

3. 83% of people are comfortable leaving voicemail messages on mobile phones

1. Active Office Response Clients and a random sample of the general public

2. Sample size of 500 individuals

3. Sample period Apr-Jun 2010

79%

of people will not leave a message on voicemail if they are calling to place an order for a product or service

88% of people will leave a message on voicemail if they personally know the individual they are calling.

2/3

of people surveyed will not leave a message on voicemail if they are calling to make a complaint

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4. web site penetration

key notes

source

1. 85% of Solicitors sampled maintain at least one website

2. 71% of Solicitors websites have an analytics package linked to their site

3. 4% of sites reviewed provide a 24/7 Out of Hours Telephone Answering Service

4. 1.6% of Solicitors reviewed maintained 2 or more web sites

1. Web site penetration: Random sample of 150 Firms extracted from The Law Soc. Dec 2010

2. Analytics penetration: Research on a random sample of 510 Solicitor’s web sites Dec 2010

3. 24/7:OOH penetration: Manual analysis of the same 510 Solicitor’s web sites

4. Sample period Apr-Jun 2010

Universe of Solicitors

Web Site

Analytics

24 / 7 OOH

88% 67% 4%

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orbit: office-response.co.uk

5. customer service: OOH

key notes

source

1. Solicitors that use analytics tend to provide a better quality of customer service

2. Users of analytics are 360% more likely to provide an OOH Telephone Answering Service

3. Less than 18% of those who advertise a 24/7 service on site actually provide an Out of

Hours Telephone Answering Service

1. Phone based research to a random sample of 510 Solicitors Dec 2010

2. Manual analysis of the same 510 Solicitor’s web sites for promotion of 24/7 service

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74.9%

12.1%

4.8%

2.6%

2.0%

1.5%

1.2%

0.6%

0.2%

0.1%

0% 10% 20% 30% 40% 50% 60% 70% 80%

1

2

3

4

5

6

7

8

9

10

% Qualified by hour from submission of an enquiry % Qualified

37%

4%

4%

3%

0%

6%

24%

23%

0% 5% 10% 15% 20% 25% 30% 35% 40%

0-1 Hrs

1-2 Hrs

2-4 Hrs

4-8 Hrs

8-12 Hrs

12-24 Hrs

> 24Hrs

No Reply

% Companies that respond in a given time followingsubmission of an enquiry % Companies

88.1%

8.3%

2.1%

0.8%

0.4%

0.2%

0.1%

0.0%

0.0%

0.0%

0% 20% 40% 60% 80% 100%

1

2

3

4

5

6

7

8

9

10

% Contact Rates by Hour From Submission of Enquiry % Contacted

5.1 companies that respond in a given time following submission of an enquiry

5.2 qualification rates by speed of response (hours)

5.3 contact rates by speed of response (hours)

1. HBR reported survey of response

times to submitted web-forms for

2,241 businesses

2. 37% of web-forms received a

response within 60 minutes

3. 47% took longer than 24hrs or

received no reply at all

1. Survey based >12,000 sales leads

across a sample of business types

2. The odds of contacting a lead if

called within 5 mins vs. 30 mins

are 100 times greater

3. The odds increase 21 fold when

attempting to enter the lead into

the sales process if called within 5

compared to 30 minutes.

6. webform response

orbit: office-response.co.uk

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benchmarking

performance

orbit: office-response.co.uk

7. economics of outsourcing

cost savings

efficiency gains

1. 24/7/365 coverage starts at less than £7 a day

2. No NI costs, recruitment/HR costs or holiday pay

3. No long term contracts – limiting your financial exposure

1. Resource available 24/7/365, guaranteed

2. Activity peaks managed automatically without loss of any call

3. Business Continuity guaranteed in accordance with Law Society regulations

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8. case studies & testimonials

This company is a leading, privately owned, independent Insurance Broker and Underwriting Agent handling numerous affinity groups. These operations offer a wide range of personal insurance products, especially in the household and outdoor leisure arena.

Office Response started by managing the calls for one area of their business on a trial basis. The primary objective of this campaign was to build the brand of this area by driving a sustained increase in sales enquiries and renewal rates. OR as developed a customer focused strategy involving 24/7 inbound call management and targeted outbound surveys focused on increasing policy renewal rates, identifying barriers to renewal and benchmarking the service provided by their competition

This strategy has produced impartial and accurate market data that has enabled the client to expand their operating potential and manage their (after) sales strategy more effectively. To date there has been a general improvement noted in policy retention and an increase in sales conversion rates and this success has resulted in the client requesting a permanent contract.

background solution

result

orbit: office-response.co.uk

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what our customers say…

In 2009 we identified a client requirement for a 24/7 emergency response

service. After much deliberation we decided to engage the services of a third

party as the most cost effective solution. As providers of high quality customer

services ourselves we needed our third party to have a similar ethos and we

therefore commenced a search for a suitable service provider. We finally

decided to engage the services of Office Response who demonstrated the

thoroughness of their set up procedures and the effectiveness of their response

team. This included designing procedures to suit our various client

requirements in order that we fulfil all contract KPI’s in regard to emergency

response. We continue to use Office Response as they have risen to all the

challenges we have set them and they have been proactive in offering solutions

to any issues that have arisen.

Office Response enthusiastically signed up for our stretching SLA and embraced

our Customer Service ethic. I am delightful to confirm they have delivered in all

areas and provide a seamless service after our main office closes. I thoroughly

recommend their service regardless of product.

Office Response has responded quickly to changes and handle our customer queries

in a courteous and efficient manner. Based on our experience we would be happy to

recommend them to other organisations.

“

“ “ “

“ “

orbit: office-response.co.uk

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orbit: office-response.co.uk

orbit

key notes

services

1. orbit is the business intelligence function within Office Response

2. Data available over 12 years for c.10,000 clients in 1 minute intervals.

3. Primary focus is to deliver robust, actionable insight that improves business performance.

1. Client call audits to identify needs

2. Market sector benchmarking

3. Call centre capacity panning

4. Ad hoc analysis according to Client/Business need

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orbit: office-response.co.uk

or: office response

key notes 1. Experience of 28 Clients in the Legal Sector

2. OR Currently provides Telephone Answering Services 3 of the UK’s top 50 firms

3. Award wining UK based call centre that has traded continuously for 12 years

4. Privately owned and managed

services

1. 24/7 Call Handling (Named contacts, enquiry capture etc)

2. Solicitor call-outs / Rota management

3. Call transfers

4. Business Continuity (in accordance with Law Society Regulations)

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orbit: office-response.co.uk

useful resources

reading 1. The 24-Hour Customer by Adrian C. Ott (http://www.24hourcustomer.com/)

2. Tips Booklets from Conscious the specialist in Websites, Marketing & Intranets for

Legal Firms (http://www.conscious.co.uk/)

3. Articles from Fast Co. The Rise of the Inattention Economy & The Myth of 24/7

4. Office Response Business Intelligence Team (http://www.office-response.co.uk)

services 1. PPC optimization and conversion (http://search-star.co.uk/)

2. Website design & marketing collateral (http://www.conscious.co.uk/)

3. Consumer PR (http://www.72Point.com)

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