Richard Hodkinson of Irwin Mitchell explains how the design of the firm's new contact centre enables the firm to handle a soaring number of calls without compromising standards.
October 02, 2002 at 08:03 PM
1 minute read
The original version of this story was published on Legalweek
Irwin Mitchell has created a contact centre in a move designed to enhance still further its award-winning client care. During the past seven years, the practice has tripled in headcount with a similar increase in case handling.
The traditional switchboard arrangements handled the job handsomely in the early days, but are no longer able to cope with the volumes at the service standards now required. The principal drivers for the contact centre were:
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