ATLANTA, GA – A new mystery caller survey examined call handling customer service skills. It found that there are still areas for improvement in legal services. Although most companies provide excellent customer service, the Moneypenny survey of 60 US businesses found mixed results in service performance. It surveyed 60 law firms and measured their warmth, helpfulness, and overall call handling quality.
Three quarters of those who called were unable to reach the caller and left voicemail. This sector performed better than financial services, with half of the companies scoring “poor” to “fair” in greetings, general helpfulness, and warmth. That compares to three quarters for those in finance. The fastest-performing law firms answered calls within one ring, or 5 seconds. The worst-performing answered calls in six rings, or 36.34 seconds. This is the longest average wait time in any industry.
Eric Schurke CEO of Moneypenny North America, said that he was surprised at the lack of customer service by some companies. A phone call will leave a lasting impression on a company. So a delay in answering a call or a bad experience could be detrimental to a company’s reputation. Although it may seem small, answering a call after just one ring is better than five, or more, people are looking for answers and not frustration.
The post Mystery Phone Survey of Law Firms Finds Room for Improvement In Customer Service originally appeared on Attorney at Law Magazine.