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What qualities do you want your law firm to represent to your current and prospective clients? Professionalism? Trust? An experienced answering service can serve as an extension of your brand and reinforce the same qualities your staff embodies on a daily basis.
Hiring an answering service allows you to focus on your core business of handling your clients’ legal matters. A law practice can be demanding and complex, and an answering service should be able to put callers at ease. Here are 5 things every legal office needs in an answering service.
Specialization
Your legal office specializes in a particular area of the law. Your answering service should know that. The call center representatives should be well versed in what you do and the needs of your clients. You should also feel secure in knowing that the right calls will be escalated to the right person in your office, if need be. The right answering service will be a seamless extension of your office.
Flexibility
When dealing with a legal matter, there are times that your clients are calling with a sense of urgency and desperation. You need the security of knowing that your calls will be answered promptly by call representatives 24 hours a day, 365 days a year.
Understanding
Your clients should feel valued and understood by the person who answers your phone. An answering service should have a customized script or call handling procedure for assisting those who are calling your office for a legal matter. Your clients should hang up the phone knowing that their message will get through and that the person that answered your phone is representative of the trust they feel with your office.
Bilingual Capability
A frightened prospective or existing client can become easily frustrated if the person on the other end of the line isn’t speaking their language. The right call center will have representatives that are able to help with bilingual campaigns for your legal office.
Promptness
When someone is calling your office, wouldn’t you like to know that their call will be answered promptly and courteously? The right answering service will answer your calls within 1 or 2 rings, have a less than 1 minute average hold time and have a less than 1% average abandoned call rate.
If you’re considering hiring an answering service for your legal office, consider A Better Answer. We have been in the call center business since 1971 and serve all legal specialties. Download our guide to see how we can help.
