Finding The Perfect Fit For Your Firm: Everything You Need To Know
Choosing a legal answering service can be a daunting task. With so many providers, how do you find the right partner? Many quality answering services go beyond just answering calls. Look for features that address your firm’s specific needs, fill gaps in your processes, and ultimately enhance your overall legal operations. Here are some key considerations:
24/7 Availability: If you’re a personal injury or criminal defense law firm, potential customers may be seeking legal advice day or night. A reliable service provides year-round coverage, guaranteeing a professional response to every inquiry, regardless of when it comes in.
Live Call Answering: Ensure callers always speak to a real person who is trained to understand the nuances of legal inquiries and can use common sense when necessary.
Location: Where will your calls be answered? Some answering services may have locations in Canada yet overflow to a different country, or even a different continent during peak periods. You’ll want to clarify this with potential providers if you’re concerned about consistency of service and legal compliance.
Experience + Training: The best answering services have years of hands-on experience serving your specific industry. Can they provide staff that are specially trained to handle the types of calls your law firm receives?
Account Management: Will you have a dedicated account manager you can contact for support? Look for a provider with a strong commitment to responsiveness – ideally, one that offers quick turnaround times for your questions and concerns.
Custom Messaging: Look for a service that can build call scripts that are customized around your preferences, processes, and brand.
Bilingual Support: Does your firm cater to a diverse clientele? Providing services in your clients’ preferred language ensures every client can get the assistance they need.
Message Delivery: How will the answering service deliver messages to you and your team? Do messages need to go to more than one team member? Many providers offer multiple options including phone, email, text message, or a combination of all three.
Call Logs: Can the answering service provide you with access to data from your calls and/or detailed reports? Overtime, tracking this info like call volumes and peak times can help identify trends, optimize your marketing efforts, and make informed decisions about scheduling and staffing.
Privacy + Security: How does the answering service handle and store data from your client interactions? Ensure the service adheres to strict data security protocols and provides employee training on confidentiality and PIPEDA compliance.
Disaster Recovery Plan: How does the answering service maintain continuity of service when there’s a power outage or natural disaster? Ask potential providers about the plans they have in place to ensure there’s minimal disruption to your client communication.
Scalability: Does your law firm plan to expand? Consider a service that can grow with you. Look for an answering service that offers flexible per-minute plans and has the staffing capacity to accommodate call volume fluctuations.
The Final Verdict
When it comes to determining the best answering service for your law firm, take the time to choose wisely and you’ll reap the benefits for years to come. Done right, outsourced call handling can ensure you never miss a lead and project a professional image around the clock.
Read reviews, get quotes, and prioritize the right features – but don’t rely solely on online research. The true test lies in picking up the phone. Speak with a potential provider’s staff directly and gauge their professionalism, responsiveness and knowledge. After all, choosing the right answering service is about more than just convenience – it’s an investment in your firm’s success.
