Here are some potential questions to ask when looking for a legal answering service.
A legal answering service handles a law firm’s incoming call volume. A primary receptionist can only handle so many calls within a day. As firms grow, they often need greater assistance handling an ever-growing call volume.
A quality answering service provides so much more than basic phone answering to a firm, however. Here are some potential questions to ask when looking for a legal answering service.
How Much Experience Do You Have?
Ensure any answering service you choose has experience in a relevant area. Explore their website and find any case studies, sell sheets, or other information they have regarding their work and experience in the legal industry.
With experience comes reviews. Research beyond their website to see what other clients have to say about them. Consider how many reviews the company has, along with how frequently reviews are posted and responded to.
What is Your Call Center’s Availability?
The contact center’s availability is an extremely important consideration. For example, the agents answering calls may be in a different time zone. Business owners need to ensure that, regardless of time zone, the agents they pay for can handle their call volume whenever assistance is needed.
Ideally, most business owners seek out contact centers with 24/7 availability. Agents handle call volumes at all hours, even when the business itself is closed. Covering calls at all hours is crucial for any business – especially a law firm.
Can You Customize Your Services?
No law firm is the same. As such, they require something more than a one-size-fits-all solution. Contact centers with extensive experience in the legal industry understand the needs of the niche. They also know how those needs change depending on whether the firm is either a small or a large enterprise.
Scalability is also a key factor. As a firm’s needs change, the contact center of choice should be able to scale up or down. If the firm suddenly faces a class action, the contact center should quickly adapt, prepare, and answer calls promptly.
Are Your Agents and Staff Trained Specifically in Law Firm Answering?
A professional, courteous, and knowledgeable agent is the difference between securing a client and losing a great opportunity.
It is an absolute necessity that a contact center’s agents are trained specifically on law firm and legal answering. They must be familiar with the client firm and industry terminology, as well as general procedures. A professional agent immediately establishes trust in the caller that their case is in good hands.
Legal Answering Services from TeleRep
Attorneys know that the law never sleeps, and an after-hours call from a potential or current client needs to be answered by a person, not an impersonal machine. A live receptionist leaves a lasting impression of professionalism and care that clients don’t forget.
TeleRep offers agents who can be instructed to answer phone calls in a variety of ways, from taking messages to elevating a call to a higher priority. However you want calls handled, TeleRep accommodates you.
Contact TeleRep today and have a live receptionist answering your calls tomorrow!
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.