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The Major Differences in Legal Call Centers (and What You Should Look For)

differences in legal call centers

You’ve probably encountered several legal call centers, each with a common goal - to help you maximize the efficiency and profitability of your firm by handling your incoming calls and inquiries. However, even though there are many similarities between these call centers, there are major differences that can impact the success of your law firm.

Let’s explore these differences and make it easier for you to choose the right legal call center to support your firm today and in the future.

1. Legal-Only vs. General Call Center

Some presumed legal call centers are actually jacks-of-all-trades. This usually means the center does not have strong expertise in the legal industry. On the other hand, legal-only call centers have agents that understand legal processes and terminology, helping to instill client confidence in your firm. This could be the difference between a client hiring your firm on the spot and deciding to keep shopping around.

2. Abandonment Rate

The abandonment rate is one of the most important metrics a call center can provide you. This is the percentage of incoming calls that are abandoned by a prospective client before speaking to an agent. The more calls that are answered, the more leads that can be captured and converted. Alert Communications has the lowest abandonment rate in the industry (at only 1%), which shows that we are prompt and responsive to your potential clients.

3. 24/7/365 Coverage

What are the call center’s hours? It is vital to find a call center with coverage 24 hours a day, 7 days a week, 365 days a year. After all, legal leads can come in at any time of the day, including after hours and on the weekends. Working with a call center that is only open during business hours could cause you to miss out on key opportunities to sign on new clients.

4. Total Customization

Intake is not a one-size-fits-all solution. Firms have varying needs that require tailored solutions. Some legal call centers deliver standard solutions for every client, while others, like Alert, create a process that is customized to fit your firm. This leads to a better success rate in signing new clients and retaining your current base.

5. Customer Service

Customer service is key. Your clients expect top-notch service and may make their decision on whether to sign on with you based on a first impression. Exceptional customer service includes knowing the firm’s capabilities, showing empathy, handling calls quickly and with little hold time along with many other factors. Work with a firm that treats clients just as you would do so yourself.

 

It is important to understand the differences from one legal call center to another so you can choose the best partner for your firm. While similar, call centers provide varying services, features and benefits that can significantly impact the efficiency of your client intake process, and therefore, your firm’s ROI and revenue. Learn more about Alert and how we can help you reach your goals through superior intake.

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Tags: Call Answering Best Practices, Law Firm Growth Strategies

A Blog for Law Firms:

On the Alert Communications Blog we're publishing articles dedicated to helping your law firm improve client intake and increase marketing ROI. Our team of experts regularly research, report on, and write about topics that help us super serve the legal industry, and specifically the personal injury and mass tort sectors.    

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      Walter Clark Law Offices of Walter Clark

      “The Numbers are striking. We switched to Alert Communications in April 2014 and since then we have seen an increase in “cases opened” in the amount of 47%. The biggest help has been in getting competent and quick help with Spanish-speaking callers. All of their services are so much better than we had before. We are just simply very grateful for what Alert Communications does for us.”

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