Trending Now
  • Consumer Legal Funding Is a Lifeline for Americans Living Paycheck to Paycheck
Commercial Funder's Corner

Unleashing the Potential of Outsourcing

By Richard Culberson |
October 24, 2024

Unleashing the Potential of Outsourcing

The following article was contributed by Richard Culberson, CEO of Moneypenny & VoiceNation, North America.

Every leader knows the importance of maximizing the potential of their people, clients, and business. It’s about recognizing the value of your resources and optimizing their efficiency. This can be achieved by streamlining, leveraging technology, and investing in people, however, one solution that is gaining momentum in the legal world is outsourcing.  

Traditionally, businesses used outsourcing to save money by obtaining help with non-essential administrative tasks, thereby avoiding the costs of hiring and training employees and purchasing equipment and it’s been proven to be an effective way to control expenses. 

However, today, Outsourcing 2.0 is more than just a cost-saving measure. It is about collaborating to grow, thrive and maximize value.  

Take the humble phone call as an example. Whether it is a new inquiry or an existing client, every call is important and ensuring that they are answered, and opportunities are never missed is particularly crucial for law firms, whatever their size. On average one in 10 calls to a law firm is from someone making a new inquiry. If they go unanswered that is business lost, or worse, it is business that goes to the competition.  

Outsourcing your calls could help you never miss a call, avoid interruptions, and support business continuity. For example, it can allow your firm to operate seamlessly, whether it is a busy day in court, meetings, an office move, or a holiday. Furthermore, it should be able to work as a faultless extension of your business, so that no one knows you have a partner to answer your calls, for example.  

The same goes for other functions. Marketing and IT tasks can take away time that attorneys could be spending on billable hours. Just like you would hire an expert in a field that is out of your legal realm, outsourcing can support law firms to save valuable time, manage overflow, reduce costs, improve the litigation process, and allow employees to focus on key tasks. 

As a business leader, you understand your business’s strengths and areas where it needs support better than anyone else, so it is logical to look at ways you can focus on these strengths and seek assistance for other aspects.  Especially when you consider the tangible benefits that outsourcing can deliver to businesses, all while making financial sense. The key is finding the right partner. 

So, how can you ensure that outsourcing works for your business? 

Outsourcing will only work in the long term if both parties approach it as a partnership. It’s all about collaboration. With commitment and effective communication from both sides, long-term success can be achieved, however, it does require investment of time to get it right; treating it as a one-time deal will limit its potential. 

So, it’s all about finding your perfect partner, one that aligns well with your business, not only in terms of skills and experience, but also in terms of culture and values. This requires thorough research and careful evaluation. 

There is no doubt that outsourcing can help you to unleash your law firm’s potential by allowing you to focus on your core competencies while delegating other activities to external experts. This can lead to increased efficiency, cost savings, and access to specialized skills and resources that may not be available in-house freeing up time and resources to drive growth and also provide the flexibility to scale operations up or down based on business needs, making it a powerful tool for unlocking and maximizing a company’s potential. 

But you must approach it with the right attitude if you want to unleash the potential of your people and your business. Getting the right partnership and outsourcing can serve as a strategic tool to help law firms reach new heights of success in 2025 and beyond. 

Richard Culberson, CEO of Moneypenny & VoiceNation, North America, a global leader in outsourced call answering, live chat, receptionist teams and customer service solutions for business large and small, handling over 20 million calls and chats for thousands of organizations. Moneypenny has an award-winning culture, with over 1,250 people across the US and UK. At the centre of this culture is a vision that if you combine awesome people with leading-edge technology, you will supercharge your people and your business, delivering gold standard customer experience and service. Richard is passionate about building teams that leverage new business models and technologies, driving growth and scaling business.

Secure Your Funding Below
Secure Your Funding Sidebar

About the author

Richard Culberson

Richard Culberson

Commercial

View All
Case Developments Commercial

Pogust Goodhead Secures Landmark Win Against BHP in Brazil Dam Case

By John Freund |

In a major breakthrough for cross-border group litigation, Pogust Goodhead has secured a resounding victory in its long-running claim against mining giant BHP over the 2015 collapse of the Fundão tailings dam in Mariana, Brazil. The UK High Court has ruled BHP liable for the disaster, which killed 19 people and unleashed a wave of toxic sludge through the Rio Doce basin, displacing entire communities and leaving lasting environmental damage.

According to Non-Billable, the ruling confirms BHP’s liability under both Brazilian environmental law and the Brazilian Civil Code. In rejecting the company’s jurisdictional and limitation defenses, the court made clear that English law recognizes the right of over 600,000 Brazilian claimants to pursue redress in UK courts. The judgment underscores BHP’s operational and strategic control over the Samarco joint venture and found that the company was aware of critical dam defects more than a year before the collapse. The attempt to distance itself through the argument of being an indirect polluter was also dismissed.

This outcome is a critical milestone in one of the largest group actions ever brought in the UK. A trial on damages is now scheduled for October 2026, with case management proceedings set to resume in December.

The win comes amid internal turbulence at Pogust Goodhead, including recent leadership changes and reported tensions with its litigation finance backers, but the firm remains on course to press forward with what could be a multibillion-dollar compensation phase.

Commercial

Incentive Payments Not Essential for Named Plaintiffs, Study Finds

By John Freund |

A new empirical study by Brian Fitzpatrick of Vanderbilt Law School challenges a widely held assumption in class action litigation: that incentive payments are necessary to recruit named plaintiffs. The research, published in the Journal of Empirical Legal Studies, analyzed federal class-action filings from January 2017 through May 2024, using data drawn from the legal-tech platform Lex Machina. It leveraged a natural experiment created by the United States Court of Appeals for the Eleventh Circuit’s 2020 ruling that barred incentive payments in the 11th Circuit (Florida, Georgia, Alabama) while other circuits continued permitting them.

An article in Reuters states that according to the analysis, the volume of class-actions filed in the 11th Circuit did not meaningfully decline relative to other circuits after the ban on incentive payments. In other words, the absence of such payments did not appear to impair the ability of plaintiffs’ counsel to find willing named plaintiffs.

Fitzpatrick and his co-author, graduate student Colton Cronin, observed that although courts routinely approve modest incentive awards (averaging about $7,500 in non-securities class actions) to compensate the named plaintiff’s extra effort post-settlement, the data suggest that payments may not be a driving factor in recruitment.

Fitzpatrick emphasizes that this is not to say incentive payments have no role. He notes that there remains a moral argument for compensating named plaintiffs who shoulder additional burdens. These include depositions, discovery responses, trial participation, and public exposure. Yet the study’s finding is notable. Motivation for class-representation may be rooted more in altruism, reputation or justice-seeking than in straightforward financial gain.

For the legal-funding industry and class-action litigators, the findings are significant. They suggest that reliance on incentive payments to secure named plaintiffs may be less critical than previously assumed, potentially lowering a transactional cost input in structuring class settlements. On the other hand, third-party funders and litigation financiers should consider how the supply of willing named plaintiffs might remain stable even in jurisdictions restricting such payments.

Commercial Regulatory Issues

Merricks Calls for Ban on Secret Arbitrations in Funded Claims

By John Freund |

Walter Merricks, the class representative behind the landmark Mastercard case, has publicly criticized the use of confidential arbitration clauses in litigation funding agreements tied to collective proceedings.

According to Legal Futures, Merricks spoke at an event where he argued that such clauses can leave class representatives exposed and unsupported, particularly when disputes arise with funders. He emphasized that disagreements between funders and class representatives should be heard in open proceedings before the Competition Appeal Tribunal (CAT), not behind closed doors.

His comments come in the wake of the £200 million settlement in the Mastercard claim—significantly lower than the original £14 billion figure cited in early filings. During the settlement process, Merricks became the target of an arbitration initiated by his funder, Innsworth Capital. The arbitration named him personally, prompting Mastercard to offer an indemnity of up to £10 million to shield him from personal financial risk.

Merricks warned that the confidentiality of arbitration allows funders to exert undue pressure on class representatives, who often lack institutional backing or leverage. He called on the CAT to scrutinize and reject funding agreements that designate arbitration as the sole forum for dispute resolution. In his view, transparency and public accountability are vital in collective actions, especially when funders and claimants diverge on strategy or settlement terms.

His remarks highlight a growing debate in the legal funding industry over the proper governance of funder-representative relationships. If regulators move to curtail arbitration clauses, it could force funders to navigate public scrutiny and recalibrate their contractual protections in UK group litigation.