Increasing competition and a drive to build profitable sustainable businesses has led firms to review many of their internal operations. Firms are looking laterally at how they manage overheads, deal with resource challenges and optimise space. Fee earner support continues to be one of the major overhead within a firm, with secretarial costs being the largest spend after fee earners. Often unmanaged and poorly coordinated, this group represent the main opportunity to positively impact the firms' bottom line.

Although still relatively unexplored within the legal sector the outsourcing of transcription services is a growing market. Initially available via low cost offshore operations this approach has experienced issues with quality and user confidence has suffered. Firms now have the opportunity to benefit from cost effective, fast high quality, secure transcription services provided within the UK. Through outsourcing transcription services issues such as holiday and absence cover are addressed. The need for temporary staff is diminished and overtime is reduced. Secretarial utilisation can be more effectively monitored and work stations can be reallocated to fee earners thereby addressing many firms increasing space issues.