Do you manage a law office, whether a small one or a multinational practice? Then you already know how important phone calls are. While many client interactions have shifted to electronic mediums such as email or secure portals, law firms still receive a large number of phone calls at all hours. Whether it’s a new potential client looking to interview law firms to represent them on a civil or criminal matter, an existing client looking to discuss their case, other attorneys, or their staff calling about a legal matter, the number of phone calls can be overwhelming.
Some calls require urgent attention from an attorney or administrative staff, while others can wait. Some may even be solicitations or promotional calls that don’t merit your valuable time or attention. Some law firms have multiple phone numbers with dedicated lines to filter out the less valuable calls and prioritize the important ones. However, in today’s world, all numbers are essentially public, so there is no foolproof way to automatically screen phone calls.
One proven solution to screen calls and route them to the correct person or department is a virtual receptionist, otherwise known as a legal answering service. Virtual receptionist services are transforming how law firms handle calls, bringing a unique combination of professionalism, efficiency, and technological sophistication. Partnering with the right answering service for attorneys can be a game changer. They are available 24/7 and even during weekends and holidays, they are trained in legal terminology, and they can be instructed on exactly how each type of calls should be handled. Imagine never taking another promotional call or solicitation again. Imagine never missing a new client. All of this is possible with the right answering partner.
Virtual Receptionist Services for Law Firms
Virtual receptionist services provide a highly effective solution for law firms looking to manage their calls efficiently. Your law firm can ensure that every call is answered professionally, which will improve client satisfaction while freeing up your time for essential and high value tasks that cannot be outsourced. Some answering services even have bilingual answering agents, which is a significant advantage if your law firm specializes in serving a Spanish-speaking clientele. While you or your in-house staff may be fluent in Spanish as well as English, you cannot be available around the clock. That’s where a bilingual answering service for attorneys comes in to close the communication gap. A professional answering agent can easily converse with your callers in English or Spanish, taking down important information, and providing a reassuring voice to callers. In certain areas of the law, such as personal injury, callers may be going through a traumatic experience and need urgent representation. Let’s say a client injured on their job is recovering at a hospital. This type of stressful situation can make it particularly difficult for this client to communicate if they are not a fluent English speaker. Now, imagine that they are calling your office number after hours and are greeted by a professional and Spanish speaking virtual receptionist. This can make a world of difference in client satisfaction and earn you the loyalty of this client for the long term.
The Importance of Taking Messages: Answering Legal Practices
If you are an attorney or work at a law firm, you know that taking messages is a critical function of anyone who answers the phone. Whoever answers the phone at your office must capture essential details from calls, ensuring that lawyers receive accurate and complete information. And the manner in which a call is answered sets the tone for client interaction. If your office is known for professional and warm client interactions, this must be reflected in phone interactions as well. The good news is, legal answering services train their staff to handle each call with the utmost professionalism. You can further customize how your calls are handled, what type of information is requested during client intake, and how messages are delivered to you or your staff. You can choose to receive an instant email or text message notification, or to receive your messages in batches at a specified frequency. You can also choose to have certain calls transferred to your cell phone for immediate attention. All of these details are discussed with your virtual receptionist during onboarding, and can be adjusted at any time. For example, if you hire a new attorney, you can update the protocol of your answering service to have calls sent to him or her, depending on their area of expertise.
In criminal law, missing a call can have significant implications. Legal answering services ensure that every call is answered, providing crucial support in time-sensitive situations.
Scheduling Appointments: Fill Your Calendar With Qualified Leads
A busy legal office relies on new client flow and invests in promotion. You may be running ads in your local area, offering seminars, or relying on word of mouth and referrals to bring in new leads. Regardless of how you promote your services, you are expecting phone calls to convert to appointments. After your investment in promotion, it would be a shame to waste valuable opportunities to schedule appointments. When every phone calls mean a potential appointment and new business, you need the right personnel or partner to fill your calendar with viable new client appointments. That’s another area where a qualified virtual receptionist can help. By listening for details and taking down messages with precision, a legal answering service can encourage callers to schedule an appointment, and even send reminders a few days and a few hours prior to the appointment. You can set up a shared calendar or provide access to your in-house scheduling appointment. Imagine walking into your office with a calendar full of new potential clients. Instead of spending your valuable time and billable hours on returning phone calls, you are now focusing on meeting with potential clients, hearing the details of their cases or legal matters, and discussing how your law firm can help them.
From taking messages and screening calls to appointment scheduling, a legal answering service can significantly improve your efficiency and caller experience. No more missed calls and opportunities. Say hello to the best investment you can make in your legal practice: a professional answering service for attorneys.
