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14 June 2007
Private client specialist, Mogers, has become the latest law firm to use onshore transcription outsourcing through Voicepath to make more effective use of its support staff while ensuring its clients receive the excellent service they expect.
Bath-based Mogers concentrates on providing legal services to high net worth individuals, meaning that its business depends on it dealing efficiently and discreetly with its clients' affairs. Prior to using Voicepath, it had been mindful for some time that outsourcing office support functions could increase productivity during busy or short-staffed periods, but had shied away from doing so for security reasons.
Practice manager Chris Collins explains: "We often deal with very sensitive information and high profile cases. This means data protection is a critical issue for us and the central reason why we decided never to send any Mogers work offshore. Offshore outsourcing companies were, we found, quite vague in terms of what they could promise in terms of confidentiality. Voicepath, however, provided assurances that all of its operations complied with stringent confidentiality and security measures."
A key benefit to Mogers was that Voicepath had recently signed a formal agreement with BigHand, the firm's digital dictation workflow system provider, to become one of their first integrated Outsourcing Agency Partners. This has enabled Mogers to become one of the earliest adopters of the outsourcing module, which makes sending a dictation from the BigHand3 system to Voicepath, as easy and secure as sending it to an internal secretary.
On completing a dictation the fully integrated workflow technology allows fee earners to elect to send work to Voicepath, which appears within BigHand3 as another 'secretary'. The encrypted voice file is then sent via a secure internet connection to one of Voicepath's nationwide network of transcriptionists, who complete and return the document within one or 24 hours depending on its urgency.
After a successful pilot Mogers is now in the process of making the Voicepath service available to all users.
Chris continues: "We decided before outsourcing a single piece of work that we would only select a provider which guaranteed to provide a service that was as good as or better than our internal staff. Voicepath was able to promise and prove that and, moreover, it has allowed us to use our own resources in a more focused and skilful way. Instead of having their time taken up by typing, our secretaries can now concentrate on the more legal side of support work."
Being able to call on Voicepath's help as and when it is needed also means Mogers is no longer reliant on expensive and unreliable temporary secretaries for providing sickness and holiday cover.
Managing partner, Derwent Campbell, comments: "Before embarking on this project we worked on the guiding principle that our work should be kept in the UK. Voicepath stood out as they were able to offer us this and spoke a language which we, as a law firm, understood. What's more, their willingness to work with us and our other technology providers to develop with a workable system for outsourcing as well as providing an excellent service has proved extremely useful to the firm."
Voicepath general manager, Richard Bate, concludes: "We are delighted to be able to extend the benefits of the Voicepath service to another prestigious UK firm, and work with BigHand to create a 'one click' system to make outsourcing work.
"With data security and client confidentiality an ever pressing issue for the legal sector, being a completely UK-based outsourcing company gives Voicepath a significant advantage. We look forward to an increasing number of law firms recognising how using Voicepath can benefit them."
