Deloitte predicts massive increase in telephone monitoring

Monitoring telephone conversations is an important part of mystery shopping for legal services.

A recent report by Deloitte has predicted that the amount of money spent globally on audio communications monitoring is expected to treble to US $2,145 billion by 2020.  The analysis found that, due to increased pressure for regulation in the financial and legal sectors, we will begin to see a steep rise in the number of telephone conversations being monitored.

Recording telephone conversations is also an excellent tool to help improve levels of client service and increase the proportion of enquiries converted to instructions.

Law firms which have undertaken a mystery shopping exercise are generally astounded at the number of calls that go unanswered, get lost or are not responded to in a way that maximises the chance of gaining an instruction.

If employment contracts permit calls to be recorded, then the information gathered is invaluable in evaluating the client experience, from their initial inquiry, through call handling at the reception and into the department, where you can then monitor sales skills. With the rich set of data and detailed information you receive from these exercises, you can then identify specific areas for improvements in systems and processes.

There are numerous factors that can be evaluated, all of which contribute to a firm’s ability to convert an enquiry into a new client. Success does not only depend on the information being provided to potential clients but also on the way it is provided. Factors for analysis include friendliness, warmth and empathy, listening skills, professionalism, and enthusiasm. Being able to address any of these issues will increase the percentage of enquiries being converted into instructions.

Click here to view the Deloitte report.

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