Timms seizing new opportunities after turning to Oberoi’s ‘voice with a smile’

Added by Love Business East Midlands | 14 February 2020

Expanding Derby legal firm Timms Solicitors has added a new dimension to its customer relations thanks to Oberoi Business Hub.

After just a month of turning to Oberoi to handle incoming calls, more business opportunities have been created thanks to what managing partner Fiona Moffat says are “voices with a smile”.

Timms moved to the former St Michael’s Church in Queen Street, Derby four years ago and has grown dramatically since then.

Fiona said:

“This is much bigger and more prestigious than our previous premises. 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.

“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 proved invaluable and already feel as if they are part of our business.”

Part of Oberoi's unique service is the end of day log which has provided an insight into trends within Timms business in relation to customer demands and response.

Fiona added:

“They even screen sales calls so our lawyers do not end up wasting their time.

“We have four offices – in Derby, Burton, Ashby and Swadlincote 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. They have a range of voices with older people as well as younger and clients really like  that.”

It is the first time Timms has taken calls around the clock and Fiona added:

“If you had asked me beforehand, I wouldn’t have thought 24/7 was necessary but it has been interesting to see what has come in. It is certainly making a difference."

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.”

Fiona added:

“We would certainly recommend Oberoi to others in the legal industry. In fact, I already have.”

Oberoi Business Hub's owner, Kavita Oberoi said:

"I am 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."

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