When people reach out to lawyers to book a consultation or secure their services, they expect a quick response. By hiring a legal call center service provider, you provide prompt, knowledgeable support to existing and potential clients, regardless of the size of your practice.
As a result, you can convert more clients, streamline your scheduling systems, and increase your caseload without sacrificing individualized support for your clients’ unique needs. By exploring how legal inbound call center services work, you can discover how business process outsourcing (BPO) solutions can transform your law practice.
What Are Legal Call Center Services?
Legal call center services are companies that manage calls and other communications on behalf of law firms. Although these businesses have the same basic structure as traditional inbound call centers, they have a highly specialized area of focus. Legal call center representatives are trained professionals who have the critical knowledge to understand the scenarios that you and your clients encounter every day, including a wide variety of matters tied to litigation and the judicial system. They have a background in legal concepts and terminology, which can help them screen clients, ask the right questions during intake, and respond to inquiries about the process of hiring an attorney.
Law firms often hire receptionists to field their calls, but in-house receptionists may have limited availability and knowledge. Contact centers allow you to engage clients (and potential clients) at any time of the day. A knowledgeable call center agent will discuss the client’s reasons for calling, asking the right questions and gathering background so when you or your firm’s attorneys call them back, a lot of the groundwork and background is already done.
Specialized Legal Call Center Services
Law firms typically rely on these centers and answering services to help keep clients engaged throughout their professional relationships, from intake and beyond. If you are exploring how to choose the right call center vendor, first review the services law firms can outsource and compare those to your company’s needs.
Legal Intake
Your legal intake process may involve screening calls from potential clients to assess their requests and determine if they’re a good match for your firm or a particular lawyer’s services. When a client calls to inquire about legal assistance or submits their contact information through an online form, your customer service representatives will promptly answer the phone or reach out and guide them through the intake process. This involves gathering basic information about the caller and their case, then asking relevant questions to vet them before they meet with an attorney. This enables you to determine if the caller’s request fits in with your firm or scope of practice and current caseload.
Inbound Call Management
As a law firm, you likely get plenty of inbound calls that aren’t just from potential clients looking to hire a lawyer. Legal call center reps are trained to manage all of a firm’s inbound calls at any time of day. After your office hours, these reps can field your calls and answer questions about your services. Based on your instructions, they can screen callers and determine when to take a message or when to send an urgent call through to an attorney right away.
Client Support
Your contact center team can help you support current clients while you work on their contract or case. When clients reach out and have questions, trained representatives can provide them updates about their cases or share helpful resources. They can also field clients to the appropriate department in your firm, helping them quickly access the information they need.
If you need to reach out to clients with basic updates, the call center can connect with them on your behalf. They’ll facilitate communication between you and your current clients, ensuring you can provide prompt service and maintain client relationships without getting distracted and interrupted throughout the day.
Consultation Scheduling
Hiring a legal intake call center service allows you to simplify your consultation scheduling process. Based on your schedule and availability, call center representatives will connect you to qualified leads for consultations. After the intake process, they’ll set up meetings with potential clients and provide you with streamlined briefs about their inquiries to prepare you for the consultation. They can even reach out with reminder messages to prevent no-shows during the initial consultation phase.
Email and Chat Response
Legal contact center services aren’t limited to phone calls. They can also provide web, chat, and email support to enhance communication across all channels. They can answer basic questions over chat and determine when to progress the conversation to the phone or in-person meeting with an attorney.
Benefits of Using a Legal Intake Call Center
A legal intake call center can revolutionize the way you manage client relationships and help you grow your practice. With these services, you can harness the many benefits of working with a BPO.
Specialized Training
BPOs and contact centers that provide legal services put their representatives through extensive training. They ensure that their representatives meet high standards of knowledge and expertise, so you can trust that each inquiry will be handled with care.
Additionally, BPO organizations are dedicated to meeting compliance standards. They’ll handle sensitive information about lawsuits and litigation with care and discretion, upholding your reputation as a qualified attorney. You can also collaborate alongside your provider to devise custom scripts tailored to common situations within your particular practice.
Affordable Services
Contact centers can be an affordable solution if you don’t want to hire a full-time team of receptionists or keep up with call management software. Instead of paying one or more salaried employees to answer calls, you can tap into the expertise of a full team of call center representatives.
Round-the-Clock Availability
People may be confronted with a potential legal situation at any time of day, and you don’t want to miss out on a client because you weren’t available to answer the phone. Traditional receptionists only work during office hours, but call centers allow you to provide 24/7 service to clients. Your call center reps can answer incoming calls at any time of day, helping you manage urgent issues from existing clients and capture more leads from people calling to inquire about your services.
Scalability
Legal contact centers make it easy to handle higher volumes of calls as your practice grows. If you decide to increase your caseload or expand your practice, you won’t have to worry about hiring and training additional employees just to answer calls. Even if you get a sudden influx of interest from clients, the reps will be able to answer each caller quickly and prevent frustrating wait times.
Enhanced Professionalism
Professionalism is key for law firms, and clients need reassurance that their attorney is a seasoned professional they can trust with their case. Contact center representatives are trained to remain professional at all times, even when dealing with stressed clients concerned about their legal situations. They’ll be able to de-escalate with frustrated clients and maintain a positive demeanor while representing your brand.
Streamline Your Legal Services With a Qualified BPO
If you’re looking for a BPO service for the legal industry, start by exploring Confie BPO’s tailored solutions. We are equipped with a massive call center infrastructure that can manage high volumes of calls, even within niche industries. Our team at Confie BPO understands your nuanced needs as a law firm or attorney and can provide you with critical support as you vet clients, convert potential contacts into confirmed contracts, and manage your existing caseload.
Enhance the administrative systems at your practice by relying on Confie BPO’s knowledgeable specialists to manage your incoming and outgoing calls.
To get started, connect with us over the phone at 800-684-2276 or submit an inquiry through our online form today.
