Should You Choose a Phone Answering Service or Attorney Answering Service?
Whether your practice can afford a full-time receptionist or not, your firm can benefit from a professional attorney answering service. There is a difference between a generic phone answering service and an attorney answering service, so it is important to understand the pros and cons of each before making a decision.
A true attorney answering service specializes in answering calls in the legal industry. While any phone answering service can say it provides attorney answering services, consider the following when determining whether or not that is true:
- Training -- A well-designed and delivered receptionist-training program prepares receptionists to answer calls correctly. An attorney answering service program should include training and testing on legal terminology, legal-practice types, professional phraseology common to the industry and role playing for multiple-call situations. If the receptionists at the attorney answering service are responsible for scheduling an appointment or completing a legal-intake form, then they also should receive training so they can guide the caller in that direction. Agents at phone answering services may not have the skills or training to fulfill this responsibility and may even damage a firm's reputation.
- Appointment scheduling -- Receptionists at an attorney answering service should be proficient at scheduling appointments. Certain legal practices have a higher prospect-to-client conversion rate when a receptionist can immediately schedule a prospect for a consultation. An agent at a phone answering service who lacks experience working with different legal-practice types may be unaware of this important information and simply take a message, losing a new client. After-hours prospects may decide to call another firm that will schedule a consultation immediately.
- Legal intake -- An attorney answering service receptionist should be able to collect detailed intake information. Certain legal practices need complete details from prospective clients prior to taking the call. This enables the attorneys to prioritize calls and better manage their time. A phone answering service may not have the technology to create detailed scripts or the trained receptionists to use them to their full advantage.
- 24/7 availability -- An attorney answering service should be available around the clock, every day of the week. Certain legal practices get more calls after regular office hours, and missing those calls can be costly for a firm.
- Multi-language -- An attorney answering service should have specialty services to meet the language needs of a law firm's target market. Spanish-language services are more wildly available in certain parts of the country, but if some of the firm's client base is more comfortable conversing in a language other than English, it is important to make sure the receptionists at the attorney answering service have those specific language skills.
Questions and Answers
Using a professional attorney answering service can save your firm time, money and resources. However, you should be clear on how a virtual receptionist works before you determine which answering service organization would be a good fit for your firm. Here are some tips on hiring a professional attorney answering service.
Using a professional answering service is an essential tool for an attorney.
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