Law firms lose almost half of potential new clients by mishandling telephone enquiries and most show ?zero? sensitivity to a client?s needs, a ?secret-shopping? exercise has found.

Some 33% of calls to firms were disconnected before they reached a legal adviser and 44% of those which were put through went to the wrong person. Hybrid firms, which include alternative business structures and umbrella-branded firms, performed worst, the report found.

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