This is one of the earliest projects that Expand Force Global had. The client had a very busy queue of incoming calls for legal requests, and appointment scheduling had become too overwhelming for their front desk to handle. And since this law firm has only a few team members, it came the point that whenever one of their in-house lawyers had no cases to process or had free time, they would man the frontline to answer the phones and screen calls.
With this process, several problems further arise. First is the shortage of manpower whenever the regular front desk is out, making them unable to answer phone calls and engage with a potential client. The next thing that challenges the client is the load of unresolved client calls because of the lack of expertise that their current receptionists have. And lastly, the call handling process that they currently have is manual, making the scheduling and note-taking tedious when being delegated to the lawyers.
The Client Requirement
At the onset of the meeting with the client, they require offshore call center services to do inbound and outbound calls. It should also be handled by law-knowledgeable virtual receptionists about the basic legislations and their company standards.
On top of this, they also required to us provide a call answering or phone service that flawlessly ties into their organizational calendar for smoother scheduling. They would also like to strengthen their follow-up processes by incorporating SMS sending, live chat, emailing, and follow-through calls for case reminders, updates, and the like for lawyers and the clients.
Our Solution
We provided the client with virtual receptionist services tightly designed for their legal intake processes. We start by plotting their improved workflow comprising client and prospect touch points, the data they need to gather, the next processes concerning the information they gathered, and the resolution approach with the follow-up process if necessary.
These facets were then tied into specific modern workplace tools that we know best serve the process. And since these tools can be easily integrated with each other, making the call data and note-taking directly tied to their calendars was fast and easy.
As for the law knowledge they require for virtual receptionists, we tapped into several call center professionals with an established background in legal services. We then provided one (1) week of training to help our team learn the client’s policies and their specific processes.
The Business Benefit
After a month, the law office saw a relevant improvement in its processes after we implemented the tailored answering service for law office. First, they no longer need to pull lawyers from their desks to do the calls. Instead, they have fully offloaded their receptionist arm to our team, where they get 24/7 receptionist availability, law expertise, and seamless integration across the board.
Another benefit they enjoy is that transfer and dropped calls are lessened because inquiries and scheduling concerns are mostly settled on the call. On the side, they keep live chat support via a client-exclusive portal to keep assistance going for those who can’t make phone calls. And lastly, they now have a tight client and lawyer follow-up system that helps everybody be on the same page. All schedules, call logs, and other crucial information are tied into their internal calendars. Both lawyers and clients receive regular SMS and emails to keep track of their cases.
