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What is Patch Time and How Does it Work?

patch time answering service

If you want to maximize the success of your law firm, you need to be able to provide excellent customer service around the clock. However, because you can’t be in the office all the time, you need a service you can trust to answer and direct the calls that come in while you are away. Fortunately, you can solve this problem with patch time.

What Is Patch Time?

Patch time, which is also known as call patching, is a service that involves screening calls and directing them to the appropriate party. Patch time is an essential feature of any good answering service. This feature allows you to improve the efficiency of your client intake and ensure every client receives the prompt, quality service he or she expects.

How Does It Work?

When a call comes into your business line, a virtual receptionist will answer the call with a custom greeting that represents your firm. The receptionist will collect information from the caller to determine how the call should be directed. For example, the caller may be asking for a specific person or department. Once the virtual receptionist determines how the call should be directed, he or she will make the transfer.

Virtual receptionists typically remain on the line after sending the call to the third party in question. Before leaving the line, the virtual receptionist will provide a brief introduction. This creates a “warm transfer,” which helps to streamline the process while instilling confidence in your firm.

How Does Patch Time Benefit Law Firms?

Call patching offers a number of benefits for law firms. Some of these benefits include:

  • The ability to screen incoming calls. Not all incoming calls are the same. Some may need to be taken immediately, while others can be sent to voicemail. Call patching gives you the chance to prioritize those calls that are most important.
  • Better customer service. Call patching makes every caller feel important, as he or she is personally transferred and introduced to the individual who needs to answer the call.
  • Freedom to leave as needed. With call patching, you and your other staff members can leave the office whenever you need to without worrying about missing out on important calls.

While answering services can provide a number of different options for business needs, call patching is important if you or your staff will be off location frequently or need calls forwarded to different numbers. This valuable service offers many essential benefits to your law firm. When considering a call answering service, make sure that the service you choose offers this feature.

Alert offers patch time through its live transfer and call routing services. Our staff members are experienced and expertly trained, making them capable of answering any call and directing it to the appropriate party. We also offer a variety of other services that set our company apart from the others in the industry. Contact us today to learn more or to discuss the services available to your firm.

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Tags: Call Answering Best Practices

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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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