Call Center Guide for Lawyers, Attorneys, and Law Firms
What to Look for When Hiring a Legal Call Center
After Hours Answering Services
Full Service Support
Full-service means acting as a virtual receptionist. Suppose a traffic lawyer hires a legal call center like Westpark Communications to manage his or her client intake. What can he or she expect?
An immediate boost in efficiency and reduction of in-house costs
Legal intake services like client screening taken off her plate
Fielding of calls that meet her legal specialty
Lead generation and client onboarding during evenings, weekends, and vacations
Appointment booking and streamlined communication from the call center concerning scheduling
All of these services and more would be provided to any attorney who hires a legal call center.
Scheduling Appointments to Your Calendar
To ensure that client intake is happening at a reasonable pace and appointments are being booked appropriately, attorneys have numerous options for organizing the information that a call center will provide them with. This will allow services like call forwarding and appointment booking to take place in the most timely and efficient manner possible. Such systems could include, but are not limited to, using platforms like:
- Google Calendar
- Microsoft Outlook
- Legal Software
In addition to this, attorneys will have the opportunity to establish exact details for the clients they wish to take on or turn down. This will allow the client screen process to be handled completely by the call center, acting as a communications partner and handling client intake with sensitivity and professionalism.
This includes online management such as responses to e-mail inquiries, online web portal access, and web chat services. A non-exhaustive list of all services that any attorney should expect from their call center is, at a minimum, as follows:
- 24/7 live support and call answering
- Interactive Voice Response (IVR)
- Message relay and dispatch
- 24/7 live web chat
- Toll-free and area code-specific call center numbers
- Online web portal for both clients and attorneys
- E-mail response functionality
These are only the most important among the many other services and efficiencies that a call center can offer that will reduce the in-house resources necessary for management of a law firm or class-action lawsuit – particularly during times when, e.g., advertisements are airing and client intake volume is expected to be unusually high
The cost of outsourcing your call center is dependent on a multitude of factors. How many minutes do you need per month? Do you want to go the cheaper route and hire an offshore call center where English is not their primary language? Are there additional features and benefits that cost extra? Are there any long-term contracts that will impose additional costs if those terms are broken?
Get Reviews and Pricing Information From Westpark Communications' Clients
Before hiring a call center for your business, make sure to fully understand the terms and conditions of their service contracts.
Why choose Westpark Communications?
With all of the benefits that a call center offers to any attorney, from criminal law to traffic lawyers, the question becomes choosing the right call center for your practice. Obviously, experience is key. Westpark has over 20 years of experience providing call center services for attorneys – but we don’t rest on our lawyers. We believe that variety of services offered, efficiency of communication between those who partner with us, client sensitivity, and a keen sense of professionalism are all just as important as our breadth of experience. That’s why we’re confident that should you be hiring a legal call center, Westpark Communications will be the right choice.