Case Study: Ashtons Legal halves call listening time with Mediahawk Speech Analytics

How Mediahawk's speech analytics helped Ashtons Legal halve call listening time and boost productivity

Ashtons Legal, a regional law firm with a seven-person business development and marketing team, needed a more efficient way to monitor incoming calls from tracked website numbers. Before using Mediahawk’s speech analytics, a team member spent a full day each month listening to calls, categorizing enquiries by legal discipline, and checking call handling quality and client experience.

Mediahawk implemented Speech Analytics and call transcripts alongside its call tracking software, allowing Ashtons Legal to automatically categorize calls using voice tags and quickly review transcripts. The result was a significant productivity gain: call listening and analysis time was cut in half, from one full day to half a day each month, freeing staff to focus on other marketing tasks.

Ashtons Legal

Vicki Clover

Digital Marketing Manager (Associate)