What Are the Benefits of Outsourcing a Call Center for a Law Firm?

Most attorneys have to find ways to manage a high volume of incoming calls. A client may be looking for an update on their case, or a potential new client may want to see how a particular law applies to them. No matter the situation, many people will call with potentially complex questions.

Most law firms hire a full-time receptionist to handle these phone calls because they are hesitant to outsource such important work to someone else. But this is an expensive option that does not always meet the needs of customers. A receptionist may not understand the person’s queries and may not always be available outside of customer service hours. Fortunately, call centers offer legal intake call center services to fill this need.

What Is a Call Center of a Law Firm?

Also known as a legal intake call center, it is an efficient and effective way to outsource phone calls to increase productivity during the day, offering an excellent level of service to your clients.

Benefits of Outsourcing a Call Center

When you outsource your legal phone calls to a trusted support provider, you get many benefits not possible with in-house staff:

• Maintain Business Continuity. The law firm isn’t open 24/7, but that doesn’t mean clients can’t communicate about important matters. Whether it’s a holiday, a full day of meetings, after hours or unforeseen circumstances, you won’t miss a call. An outsourcing company will handle all the calls, take down the crucial information and send these details.

Eliminate Interruptions. When working as a lawyer or managing a team of lawyers, you know how necessary phone calls can be, but they can be distracting. Instead of taking the time to refocus after a phone call, thanks to a contact center, professionals can focus on more essential activities by outsourcing.

Reduce Costs. Outsourcing a legal call center saves costs, in terms of compensation, training, and missed opportunities.

Build Strong Relationships with Customers. Customers need to feel cared for at any time. But if their calls go straight to voicemail, they won’t feel safe. Therefore, it is necessary to gain their trust by having expert agents answer their call at any time.

Guarantees Professionalism. When legal phone calls are outsourced, the law firm no longer has to worry about the professional appearance of the firm. The call center will constantly answer all calls with the name of the organization and a welcome greeting.

What Are the Benefits of Outsourcing a Call Center for a Law Firm?

1) Personalization of Services

Legal intake services allow the solution to be fully customized to meet the needs of a company. It is convenient to use a legal intake contact center for full service 24 hours a day, or to have enough agents when there is a large influx of client inquiries.

2) Cost Reduction

Most law firms that hire a full-time receptionist or personal assistant need to offer insurance and other benefits that add to the cost of employment. Also, a single receptionist may not be able to handle all inquiries on her own while completing other responsibilities.

3) Business Building

Thanks to the outsourcing of a call center, lawyers can also dedicate themselves to additional tasks that expand the business.

4) Help Customers at Any Time

Hiring a contact center for lawyers will allow you to leave the office at any time without worrying about clients trying to contact the firm, since highly qualified customer service agents will answer your questions and queries.

5) Measurement of Results and Analysis

Cloud technology allows each call that enters and leaves the legal admission call center to be reported, optimizing results and helping the law firm grow. In addition, custom KPIs can be set and regular, detailed reports can be produced.