Outsourcing Legal Intake Call Center

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One of the significant challenges of law firms is having an intake service that connects with clients at any time of day or night.

Client intake is an essential activity for any legal or whatnot business. It is the first significant marketing activity to having a lead conversion system that delivers a steady flow of new clients to your firm. Initial contact with a client allows the firm to build rapport and screen unwanted clients due to imminent conflict.

An excellent intake system will benefit your firm’s bottom line more than just other legal marketing campaigns as an alternative. You must choose to outsource legal services rather than waste money due to unanswered, unreturned, or improperly answered calls.

An intake service is a 24/7 BPO solution to an otherwise burdensome problem. Intake services employ enough staff to offer 24-hour attention (or just after-hours, depending on the firm’s needs), including holidays. Law firms can have a live-voice response at the exact time clients make contact. The intake service is commonly outsourced and self-governed so that it takes care of its employees.

This saves time and money in human resources, making it affordable and profitable. By outsourcing an intake call center, firms can respond to clients exactly when the client makes contact. More importantly, the service allows the law firm to focus on doing the principal transactions of their business instead of constantly answering incoming calls.

Through those conversations, intake call centers identify each call’s pertinence and take appropriate action. The call center aims to integrate efforts across the firm in new practice areas. Through the outsourced call centers, law firms can process new clients, send their documents via email, schedule appointments for hot prospects, tailor their scripts, prioritize qualified leads, authenticate representation, etc.

When choosing an intake service, the factors law firms should consider are:

• Overall strategic goals in hiring a call center

Law firms should consider the main reasons they employ outsourced intake services, such as reducing costs, ensuring that leads are taken care of, or buying cheaper ads during after-hours. Knowing the business goal will make the selection process easier.

• Call center that captures new cases, filters leads, and prioritizes cases 

Call centers that offer legal intake often have complex structures. Some call centers capture new cases only; others take calls aside from handling cases. A good call center can design a tailored system that filters out leads, handles high-priority cases, etc. Hiring a call center that understands the unique needs of law firms is essential. Large call centers are often structured to hold non-complex, high-volume traffic. On the other hand, mid-sized call centers can be customized to the specific requirements of attorneys in general and your firm in particular.

• Sound client intake process

Aside from taking calls, a dedicated call center should also conduct initial screenings and set up meetings with potential clients for the firm’s lawyers. A systematized and efficient process could eliminate confusion for the firm and its clients, which could increase new long-term clients in the long run. Improving sound and reproducible practices in routine business activities is the primary step to improving a law firm’s profitability.

• Expertise in coordinating efforts across the firm

A good contact center should also coordinate efforts across the firm, especially regarding new practice areas. When a category, for example, has just been created, the call center should provide the lawyer’s name working on a similar transaction for the firm. Ideally, this call center is under marketing or library, not taxation or finance.

Magellan Solutions is an offshore outsourcing solutions company located in the Philippines. We are contracted to establish, extend, and support existing customer contact centers and business processes. Fill out the form below. Contact us!