A Derby law firm has reported an upturn in business after teaming up with a call handling service in the city.
After just a month of turning to the Oberoi Business Hub to handling its calls, Timms Solicitors, which has offices in Derby, Burton, Ashby and Swadlincote, has said it has seen a surge in inquiries.
As well as providing serviced offices accommodation for SMEs, the business hub, on Pride Park, also provides telephony services to businesses across the city.
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The link up with Timms saw Oberoi Business Hub offer a 24/7 service to the law firm, which has its Derby office in the former St Michael’s Church, in Queen Street.
Fiona Moffat, managing partner at Timms, said: “We have evolved in four years since our move from Babington Lane and have worked really hard at being grounded high street lawyers who give our clients a rounded, personal service.
“This means it really matters how people answer the phone so we needed a partner to complement our superb reception staff.
“We were delighted to find such an excellent one in Derby because it is important to us to use local companies where we can.
“It is vital we get the first call right. Last year, we took a huge amount of calls and understand the importance of creating the right first impression.
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“We turned to Oberoi because we needed to maintain a high level of customer service and to do that we needed someone to take over the overflow calls as volume continues to grow.
“This has now proven invaluable and already feel as if they are part of our business.”
Part of Oberoi’s 24/7 service includes an end of the day log, which provides an insight into trends in customer demands and response.
Fiona said: “They even screen sales calls so our lawyers do not end up wasting their time.
“We have four offices and we like our staff to have time to talk to people when they arrive at reception rather than be ignoring them because they are taking calls.
“With Oberoi, we have the confidence those calls are being dealt with professionally by people with personalities.
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“They have a range of voices with older people as well as younger and clients really like that.”
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Emma Roome, Oberoi Business Hub team leader, said: “We had training beforehand and liaise every week with Timms, so we know legal terminology and the correct department and member of staff to take a call.
“We love working with Timms and especially pleased that we have picked up new opportunities for them.”
Oberoi Business Hub was founded by Derby entrepreneur Kavita Oberoi, boss of Oberoi Consulting, who was made an OBE in 2014 for services to entrepreneurship and start-up businesses.
She said: “I’m delighted we have been able to help Timms improve interaction with customers.
“Our growth comes from our clients’ growth - therefore, we ensure that they all receive the most professional and personal attention possible.”