The legal services market is becoming more competitive so it is crucial to build and maintain your client base. If you are not live answering your calls 24/7 the chances are you are missing out on potential clients and referrers of work. If the call is unanswered there is a high probability that the caller will contact another firm. Firms are missing valuable calls in the evenings and weekends. By not having a solution in place you are potentially losing revenue and causing damage to your brand. We can capture these calls for you, operating under a non-poaching agreement.
Increasingly, individuals face time pressures in their everyday lives. As a result, people now want to access legal services outside core traditional hours. Market research has shown convincingly that clients see accessibility as crucial and it affects their purchasing behaviour. Being able to access legal services 24/7 is part of delivering this accessibility.
As a large multi service law firm, our own telephony reporting indicated significant demand for legal services when people were most likely to be at home or not working, i.e. evenings and weekends. By not operating outside core hours you could miss the opportunity to convert new clients.
How is our service different to other call answering solutions?
- In-depth knowledge of all legal service areas unlike generic call answering services.
- Full service law firm able to handle multiple service requirements presented by a client.
- Proven track record we have been operating out of hours services for a number of large organisations for many years.
- Excellent track record in terms of conversion rates.
- We can offer continuity of service as a result of robust business continuity and disaster recovery procedures.
- We can operate to 'no-poaching' agreements in relation to your clients. We will provide clear, effective Management Information.
We have invested heavily in the people,premises and IT to create an enquiry handling service that captures work for our business and, having made that investment,we want to increase the returns on it by rolling it out to other similar businesses. We have a 42 seat call centre, equipped with the latest IT and telephony needed to efficiently handle enquiries. You can rest assured your clients will receive a quality service. All call handlers have a legal background and are used to handling enquiries in the legal sector. They receive industry
leading training regarding customer service. Your existing clients and potential clients will have a positive first experience when dealing with what they perceive to be your firm.
How does it work?
- All calls are answered in your company name, there is no requirement to make any changes to your telephony system. We can identify the calls from your company. Our call handlers will then greet callers in an agreed way.
- Data can be entered into a secure reporting system in compliance with the Data Protection Act.
- We can connect the caller to the person on duty at your firm or if it is a service not delivered by your firm to our staff on duty in the evenings and weekends.
- If you require us to only provide an initial response, we can supply you with a report by an agreed time for you to follow up.
- We will provide daily summary reports of all calls and the follow up actions.
- We record all calls using Liquid Voice technology and provide Management Information in a format to suit you.
- We can answer overflow calls at any time or calls during the time spans you specify.
Cost structures
We understand that all law firms are different; therefore we have different cost models to fit with different circumstances and needs. We will operate to two main structures but these will vary according to the firm and the level of service you require:
- We can answer all your calls during the hours to suit your business. If you require us simply to provide initial response to the caller out of hours we can do so on a low cost per call basis. Our staff are trained on an ongoing basis to convert initial enquiries. Not only will we handle the call empathetically and record the details accurately we will strive to convert the calls so that the callers become your clients.
- For firms that are not full service, in addition to offering an initial response, we can progress to handle the enquiry for legal services not covered by your firm. We can work to a matrix provided by you outlining which services you would like handled in this way. We will report this transparently on any management information. Where we are handling enquiries past an initial stage we can charge a reduced cost per call overall.
We are a Lexcel accredited and award winning law firm. This is testimony to the quality of service we can deliver on your behalf. We have below average staff turnover rates, leading to shared knowledge accumulating to further enhance the way we handle calls.
To ensure that we stay proactively ahead in terms of the customer service we deliver, we benchmark our conversion rates and carry out quality audits with all of our staff. We have sufficient capacity in our Central Service Centre to scale up where we know seasonal trends occur or in instances where you maybe carrying out a marketing campaign and we can do this at short notice.
If you would like discuss how we can cost effectively convert more business for your firm please contact us on 01616 966 229 or complete our online enquiry form and a member of the team will contact you directly.