How The Pandemic Has Changed Working Practices in Law Firms

Left to Right: Fiona Moffat (Timms Solicitors), Tina Attenborough (Attenborough Law)

The pandemic has forced most businesses, including law firms, to re-structure their working practices – balancing lockdown restrictions as well as staff and client safety with continuing to provide a seamless service to clients.

With face-to-face contact severely curtailed – especially in periods of lockdown – more emphasis has been placed on telephone communications and particularly overcoming the challenges of connecting callers to individual employees when they are working remotely.

Two Derby law firms are amongst those who have opted to outsource their call handling function to ensure continuity of service.

Long-established Timms Solicitors who have offices in Derby, Burton, Ashby and Swadlincote, and Attenborough Law, specialist Employment Law Solicitors, based on the outskirts of the city, had already engaged Oberoi Business Hub, based in Pride Park, to support their call handling function.

Both have stepped up their relationship with Oberoi over the past year and have seen positive results on several fronts.

Timms Managing Partner Fiona Moffat explained: “As with all businesses, our goal during this challenging year has been to provide a seamless service regardless of whether individuals have been based in the office or working from home.

“Before the pandemic, the Oberoi team provided overflow call handling support.  However, over the past year the scope of their support has expanded in line with the increase in inbound calls – making them an even more valued extension of our reception teams.

“Having determined the nature of the client enquiry, they email the relevant person who can then have the necessary information to hand before returning the call.

“The Oberoi call handling team also produces reports which enable us to evaluate the nature of calls – particularly with regards to new business – as well as monitor our own efficiency in responding to client enquiries.”

Attenborough Law in Derby is headed by employment lawyer Tina Attenborough who is also chair of the East Midlands’ Sole Practitioners Group.

“I was keen to use a local company to handle calls and started working with the Oberoi team largely as an overflow service but this has expanded over the past year.

“As the pandemic took effect and clients’ employment law requirements grew, they now pretty much answer all my calls to help me better manage my time.

“A particular benefit is time management. It’s incredible how much time can be taken on fielding general calls and new enquiries and the Oberoi service certainly helps me better manage my working day.

“It is also far more cost effective than employing someone in-house and having this seamless support has given me the peace of mind during this stressful year that the incoming calls are being handled professionally and efficiently.”

Oberoi Business Hub founder and managing director Kavita Oberoi explained: “Whatever our clients’ requirements, our call handling services are designed to be cost effective and flexible.

“Our highly trained team ensure client communications are handled efficiently and professionally – creating the right first impression on behalf of our customers and relieving the pressure on individuals to be able to concentrate on their workload without interruption.”

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