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Alert Communications - ContactCenterWorld.com Blog

Convert Callers and Ditch Voicemail Already

With communications constantly evolving, it’s no wonder voicemail is going the way of the dinosaurs. Using whatever means necessary to communicate with clients is always a number one priority for any law firm.  Do you call? Text? Email? There are a variety of ways to communicate. But which one is best? And how you can use this to your advantage to save money for your law firm?

Why You Need to Ditch Voicemail

Calling is still known to be the best method of communication because you get an instant connection and are able to answer any needs for your clients in a timely fashion. But what if your law firm doesn’t answer the phone? Do you have voicemail that answers the calls? It’s probably best to avoid that if at all possible. According to Vonage, an Internet phone company, the number of voice-mail messages left on user accounts is dwindling. Another big stat they have provided is that people who actually check voicemail are also falling to the wayside.

Voicemail wasn’t always so cumbersome. Back in the day, it was referred to as leaving a message on an answering machine. Answering machines were highly popular back in the 70s and through the 90s. According to a New York Times article, two out of every five households had answering machines! AT&T has stated that during this time period, households received an average of 2.5 voicemail messages per day. Answering machines/voicemail was very much a “modern convenience.” Now a days, you barely get any voicemails for the week!

With texting, chat apps and email communication growing stronger and more efficient each year, more people are no longer bothered with leaving or listening to voicemails. It has become a burden, a chore even. Why take the extra step to listen to a voicemail and wait for them to finish what it is they are saying when you can just call them back or text them asking what they need?

Most phones, or phone services, have some sort of auto translate feature where the voicemail is sent via text or email to the person letting them know what the voicemail is saying. For most, it’s a quicker way to know what’s going on instead of listening to someone talk. Most people prefer a quick text over a voicemail as means of identification. The younger generation is more prone to newer technology and not some ancient one such as voicemail.

Start Saving

So if your law firm is having issues contacting clients, or even potential clients, using the voicemail method is no longer the best way to communicate in this day and age. You can leave a message if you call, but maybe follow up with a text or email right after the phone call so they know who you are if they do not have the auto-translate feature that most phones or phone companies offer. Some people might just prefer this method of contact instead of talking over the phone. In the end, you will save time and money going this new technological route instead of sticking with out-dated methods.

Let Alert Communications Help

Alert Communications is another great alternative to voicemail. Every time your law firm misses a call, that is one potential client lost because they are most likely moving down their Google list of nearby law firms trying to reach someone who will answer. Don’t rely on voicemail and use Alert Communications to handle all of your virtual receptionist needs. Call us at 844-694-6828 or fill out our contact form.

Source: http://www.alertcommunications.com/blog/2017/06/convert-callers-ditch-voicemail-already/

Publish Date: June 12, 2017


Why Good Customer Service is So Important for Your Law Firm

Client-based services like law firms are judged not only on the quality of their work, but also on the quality of their customer service. Providing good customer service is not only important for maintaining current clients, but is also important for attracting new clients.

Build a Reputation for Providing Responsive, Friendly Customer Service

Good customer service for law firms begins with ensuring quick responses to clients. When you’re dealing with a legal matter like an injury claim or a criminal charge, you need to know that your lawyer is easy to reach and quick to respond to your questions or concerns. Clients who have to wait more than a day for a response from their attorney are likely to start getting nervous or even angry, and that can lead to them looking for a different legal representative. Try to respond within 15 minutes.

Emotional response is also a big part of customer service. When your law firm is dealing with personal injury or family law cases, you’re likely to be working with highly emotional clients. This is where your customer service team needs to be trained in empathetic and emotionally appropriate responses . An inability to empathize or at least tactfully interact with emotional clients can result in unnecessary clashes and poor client service.

Tips to Improve Your Law Firm’s Customer Service

Word gets around when a law firm offers poor customer service, and the best way to avoid this is to never allow it to happen in the first place. If you want your clients to give glowing reviews about your professionalism, compassion, and responsiveness, take these customer service improvement tips to heart.

• Set goals for response times to all of your client communications.
• Basic training in empathy and tactful customer relations is a great way to get all of your staff on the same page.
• Make sure you have a good script that receptionists any anybody else answering your phone should follow.
• Discuss email etiquette to ensure that all client emails are answered professionally and in a uniform matter.

Intake Call Centers are a Sure-Fire Way to Improve Customer Service

Alert Communications takes care of these customer service woes with our intake call center services. Our staff is trained to answer all of your client inquiries immediately with professional courtesy and the proper empathetic responses. To get started visit, fill out our contact form or give us a call at 844-694-6828.

Source: http://www.alertcommunications.com/blog/2016/07/good-customer-service-important-law-firm-2/

Publish Date: July 25, 2016


How Legal Intake Call Centers Help Lawyers Convey a Professional Image

Increase your credibility without increasing your staff when you employ an Legal Intake Call Center to field your law firm’s phone calls. Even if you only have a few dedicated employees in your office, an off-site Legal Intake Call Center can feel like an extension of your workforce and serve as extra support to your clients.

Does your law firm commit any of these customer service sins?

  • Your phone rings on and on without being answered before the caller finally hangs up.
  • Your secretary is already on one line and there’s no one else to catch that flashing “Line 2” light.
  • The “Voicemail” light has been blinking for days but no one has the time (or knows how) to retrieve the messages.
  • Your clients have your call waiting music memorized because they rarely, if ever, get a live person when they call your office.

If you think these situations sound bad as you read them on this blog, think of how awful they are when a law firm commits them in real life.

Missed Calls = Missed Leads

When a potential client calls your law firm for help, she usually has an urgent need for help, whether she is trying to set up a consultation with you or convey an important issue about her case. Hearing an answering machine or endless on-hold music can cause a potential client to turn away or might frustrate an existing client.

When clients are coming to your law firm for the first time, they’re expecting top-quality service and an immediate response. And that expectation doesn’t go away once they hire you. The longer you make them wait for a response, the lower your chances are of capturing that lead or the greater their dissatisfaction with your service.

Even if a new client is patient enough to leave a message, if you don’t act upon that voicemail quickly, chances are she’s gone to the next law firm on her list.

Let Our Answering Services Be the Voice of Your Law Firm

Legal Intake Call Centers aren’t cheap, right? Wrong. In reality, Legal Intake Call Centers are a cost-effective alternative to hiring more phone operators or losing all those potential leads. The money you save on staffing and the money you gain through captured leads outweigh the cost of this valuable service.

Stop turning away clients you never even knew you had by letting your phones go unanswered. Alert Communications has the Legal Intake services that professional law firms across the U.S. use to capture leads that would have otherwise gone to your competition.   When you’re ready to learn more, or jump right in, fill out our contact form, give us a call at 844-694-6825.

Source: http://www.alertcommunications.com/blog/2016/07/answering-services-help-lawyers-convey-professional-image-2/

Publish Date: July 12, 2016


Top 11 Ways to Convert Website Visitors & Log More Calls

You have a website and it’s actually getting visitors. Your analytics are impressive but the phone isn’t ringing. What gives? Creating and maintaining a website that converts well is a never-ending job but there are relatively easy things you can do to increase your chance of conversion.

 

Check Your Analytics

Start by taking a good long look at Google Analytics (or your analytics program of choice).  Review the information to see what pages are visited most often. Check out the bounce rate and time on that page. If the numbers show low “time on page” numbers and a high bounce rate, then you will want to start improving those pages first. Something could be amiss and causing website visitors to simply leave your website before they even browse other pages.

Edit the Headlines & Key Message

Every single page on your website should have a specific key message. Typically this is in the header area, either overlaid on a photo, just above, or just below the photo. The message should be your unique value proposition and answer the question, “why should someone choose your firm over the competition?”

Shy away from listing terms like “Experienced. Knowledgeable. Dedicated.”  These words are fluff and convey nothing of value about your firm. Instead you need to focus on what makes your firm unique and answer the question “why is working with us desirable?” Ensure your key message is specific enough to inspire action.  Keep in mind you are either selling prospects a better version of themselves or trying to solve a specific issue that they have.

Narrow Your Focus And Define Your Audience

You are not going to convert everyone who visits your website.  You are just not. It won’t happen. However, you should narrow your content focus to try and covert those who fit your perfect client. When you write your content direct it to your perfect client so that you convert the most important leads the majority of the time.

Add More Calls to Action

Every single page needs a call to action. If you want more calls, list the phone number!  It sounds like an obvious item, but so many law firms neglect to list their phone number in a prominent place on the website. The phone number should ideally be in the top right corner.  It can be in the footer too, and you can also place it at the end of the copy with a specific call to action.  Bottom line: make the different methods of contacting your firm obvious.

Offer Free Consultations

If you give away free consultations, then list that information.  List it in multiple places and make sure it is clear. Clients are more likely to contact your firm if you offer free consultations.

Add Elements that Help You Establish Trust

Try increasing the “trust factor” of your website. You should include testimonials, display the number or types of clients you serve, display logos of reputable companies you represent, and display awards or organizations you belong too.  If you have been in business for a long time then display the number of years you’ve been practicing. If you have a great team, focus on smiling faces in your photos and showcasing their pedigrees.

Use Your Best Images

Don’t just throw up stock art and expect it to make an impression. You want your images to tell a story. Ideally they would reinforce your brand values and unique value proposition. Browse premium photography or work with a graphic artist to create something unique that mirrors your brand.

Decrease Your Load Time

Your website needs to load quickly. Run your website through Google’s Page Speed Insights. If you are not at a 90 or above, talk to your web team about options for making the website load faster.

Increase Traffic

Sometimes the situation is that you are either not getting enough traffic, or not enough of the right kind of traffic (yes, there is a wrong type of traffic). Again, take a look at your Google Analytics and see if you are increasing traffic monthly. If not, you need to be marketing more with targeted SEO and PPC campaigns.

Test, Test, Test!

You need to test the website.  Add new taglines, call to actions, and messages to the website for a month. At the end of the month compare the analytics and see which version converts. Test, test, test and then refine, refine, refine!

Set Up a Call Only PPC Campaign

A call only campaign is a great referral resource for most law firms, especially criminal defense, family and plaintiff firms. A call only campaign allows clients to call you directly, skipping the need to visit your website.  If your website is under-performing, consider writing a great ad with Google PPC and get clients directly to the phone.

Bonus 12th Idea – Lead Management System in Place

Your internet marketing efforts won’t mean anything if there is not a strategic lead management system in place. For example, a 24/7 Legal Intake and Call Center service like Alert Communications allows you to respond immediately, which makes clients happy. In addition, these services help increase lead conversions.

 

About the Author

Peter Boyd is a lawyer, geek and father of twin girls and a boy, who founded PaperStreet Web Design. You can check him out on Twitter and LinkedIn

Source: http://www.alertcommunications.com/blog/2016/06/top-11-ways-convert-website-visitors-log-calls/

Publish Date: June 18, 2016


Legal Intake Services Do More Than Answer Phones – We Help You Track Performance

One of the biggest struggles companies have with their marketing strategies is determining the effectiveness of their campaigns. How can you tell if the $10,000 marketing push you did last month is giving you a proper return on your investment?

Alert Communications doesn’t just offer Legal Intake Services. We also include customized tracking and reporting services.

Determine if You Are Converting Your Callers

When we send you your performance metrics, you’ll see your conversion rates. Our reports allow you to determine if the marketing campaigns you’re using are really attracting the callers you hoped they would. And you’ll be able to see if you’re converting callers into clients.

Armed with this information, you can adjust your marketing efforts if necessary, and we can work with you to adjust the script that our intake specialists use when taking your calls. 

Track Call Volume to Identify Highs and Lows

Every industry has its seasons, and legal services is no different. In addition to seeing whether your marketing is bringing in more callers, our Legal Intake Services includes call tracking that can show you your call volume over time. After a few months, a year, or whenever you deem appropriate, you can look back and see which times of the year were your busiest and which months could use an extra marketing push to bring in more leads.

Find Out When Your Clients Are Most Active

If your law firm is considering hiring another paralegal or partner to take on some of the client workload, call tracking can help you determine if you need to hire a new employee. Are you getting a lot of questions that require a legal professional? Call tracking can tell you if those calls are coming in during business hours and at what rate so you can decide if adding another member to your in-house team is worth the expense.

Our Legal Intake Services can even screen and forward calls to the right personnel at your office to ensure the right people answer your clients’ questions.

 

The Sooner You Get Started with Call Tracking, The Better! Start Today!

When you work with Alert Communications’ answering services you get automatic call tracking and monthly reporting from day one! Visit fill out our contact form  to get started now because the sooner our Legal Intake Services start, the sooner you can start generating valuable call tracking reports! Call us today at 844-694-6825.

Source: http://www.alertcommunications.com/blog/2016/06/answering-services-answer-phones-help-track-performance/

Publish Date: June 7, 2016


Starting a Marketing Campaign for Your Law Firm? Make Sure Someone Is There to Answer the Phone

There are numerous types of marketing campaigns that might work well for law firms. Billboards, radio spots, television commercials, and online marketing can all be effective if handled correctly. To promote your success, it’s important to have a detailed plan in place for your marketing ventures, and to ensure you have the ability to handle new inquiries after your launch.

Do you have a plan for answering a massive influx of calls if your marketing campaign is successful? If not, securing call center services should be your next priority.

Building Clients’ Trust

As great of a legal team as you may have and as valuable as your services may be, it will do your business no good if you can’t secure clients. Individuals in need of legal services want to find lawyers they can trust and law firms they can rely on. They want no-nonsense answers to their questions and high quality services, and they want to know they can count on you when they need you.

When a potential client calls your law firm, if there is no answer or they hear an impersonal voicemail recording, you might lose that prospect on the spot. Not all firms have the ability or can justify the need to employ a full-time receptionist to answer calls. Using a call center/answering service provider is an economical, efficient, and effective solution.

Using Call Center Services for Your Marketing Campaign

Call center services are extremely valuable for law firms in multiple ways. It will free up your time so that you can handle your main priorities – meeting with clients, filing paperwork, negotiating, and going to court. Also, having a virtual receptionist who will take your calls 24/7 can instantly boost your business.

Before you launch any new marketing campaigns, make sure a professional is available to answer the phone. You are welcome to contact Alert Communications to discuss our attorney answering services. Take a look at some of highlights of using our services.

• You will have someone there at all times to take detailed messages and patch calls.
• You will be able to rest easy knowing your prospective and existing clients are well cared-for. This can build your reputation.
• Our staff is highly trained, professional, and courteous.
• We utilize custom lead management and provide you with detailed reports. With our services, you will know how effective your campaign actually is.

Call Alert Communications today at 844-694-6825.

Source: http://www.alertcommunications.com/blog/2016/05/starting-marketing-campaign-law-firm-make-sure-someone-answer-phone/

Publish Date: May 24, 2016


Crafting Your Welcome Email for Your Law Firm’s New Clients

Your law firm only gets one chance at making a good first impression, yet many firms blow it with poor communication. After your new client fills out your contact form or calls your firm, how do you follow up? Send them an email welcoming them to your firm and asking them to fill out the proper intake forms.

Welcome emails are simple ways to introduce your law firm, ease your new client into working with an attorney, and gather the information you need before you hold a consultation. We’ve outlined the essential parts of a standard welcome email below, and remember, Alert Communications can handle the writing, sending, and follow-up for you.

Making a Good Introduction

A typical client won’t go through your website reading up about your law firm’s history. A few may look at attorney profiles, but generally these topics are left unspoken during the attorney hiring process. Your welcome email is an opportunity to provide a new client with information about your law firm and a bit of background on the partners. If you already know which attorney will be working with the client, you should include a short bio so the client can get to know the attorney before the first meeting.

If your law firm handles multiple areas of law, make sure you have a welcome email tailored to each practice area. Include some specifics about your case history. It may seem boring, but it’s an impressive bit of info to include in your welcome email that helps clients know they’ve made the right choice.

Use Your Welcome Email to Make Your Initial Consultation Faster

One of the luxuries of sending a welcome email is being able to include the intake paperwork that every client needs to fill out. By attaching those forms to your welcome email, you’re saving everyone time at the consultation, and you’re allowing the client to gather the necessary info at their own leisure rather than making them scramble to locate forms and info on the spot.

The intake forms included with your welcome email also give new clients a good idea of what type of information they need to bring to the consultation. You can go a step beyond and include an “important documents to bring” checklist. That will help improve the work you get done during their first meeting and help get the case on track faster.

Let Alert Communications Welcome Your New Clients

When you work with Alert Communications, you can leave the initial correspondence and communications to us. We send custom, personalized welcome emails to new clients directly from your domain, keeping your branding intact the entire way through.

Visit fill out our contact form or give us a call at 844-694-6825 to talk to us about our full range of law firm communication support services.

Source: http://www.alertcommunications.com/blog/2016/05/crafting-welcome-email-law-firms-new-clients/

Publish Date: May 18, 2016


How to Improve Your Appointment Scheduling

One of the major complaints from law firms that use professional services is conflicts and surprises in appointment scheduling. Poor scheduling does not just put a halt to your potential client intake; it also makes your business look bad in a client’s eyes.

Improving your appointment scheduling does not take much effort if you take the time to implement a few simple rules and procedures into your office operations.

Inform Your Intake Call Center of Your Personal Appointments

Your call center can only work with the information you give them. If you make a dental appointment for yourself during business hours, let Alert Communications know not to schedule an appointment during that time. Too often do professionals schedule personal appointments without informing the people that set their business appointments, often leading to double-bookings and the need to cancel or reschedule a client.

Set a Firm Policy for After-Hours Appointments

Most professional businesses that operate on appointments follow normal 9 to 5 hours. Many also advertise they will hold night and weekend appointments as needed. This vague offer may be acceptable for an advertisement or on your website, but it needs to be well-defined for whoever sets your appointments.

When you first start working with a new assistant or an intake call center, you must clearly define what circumstances will qualify a potential client for the courtesy of an after-hours or weekend appointment. For instance, you may say that you will only do off-hours appointments for clients who cannot come in during the day because they are hospitalized. Or you may only hold weekend appointments every second and fourth weekend of the month. Or maybe you require approval before setting any after-hours appointment.

Set Guidelines and Keep Your Appointment Setters Informed – You Will Notice the Difference!

You are the one keeping the appointments, so you need to set the ground rules for how they are scheduled.

  • Know your limitations and preferences, and then inform your appointment setting team.
  • If you want at least a 10-minute break between clients, set that as a standard rule for your calendar.
  • If you know you want at least an hour free for lunch every day, make sure your call center knows this.

The more information you give your call center or appointment setter, the better your calendar will look.

Appointment scheduling is just one of the many services Alert Communications offers to make your life easier. To learn about everything we have to offer your business, fill out our contact form or give us a call at 844-694-6825.

Source: http://www.alertcommunications.com/blog/2016/05/improve-appointment-scheduling-alert-communications/

Publish Date: May 6, 2016


Why the Person Answering Your Phone Should Be Trained to Do So

The initial phone call from a potential client is the first impression that person has of your firm – and once you’ve had a first impression, there are no do-overs. If your phone answering game isn’t on point, you could be losing clients before you even have them. Here are some reasons that training people to answer the phone is so valuable to your client support system.

Proper Training Teaches Good Phone Etiquette

Professionalism is one key to running a successful law firm, and how the person answering your phone represents your firm is a big part of that. It starts with a friendly greeting that identifies the firm. Lack of training might lead to unprofessional greetings that fail to identify the firm, leading to confusion and apprehension at the very beginning of the call.

As the call progresses, the operator should follow some basic rules of empathy while keeping the call moving. This includes identifying and understanding the client’s problem and why that has led him or her to call your firm. And while there needs to be a certain degree of care and understanding, the operator also needs to push forward to get the necessary details. Good training helps the operator accomplish this.

The Phone Operator Needs to Ask the Right Questions

When the operator is properly trained, he or she can knock out a big part of your new client intake process during the initial phone call. By following a script of questions, the operator should be able to get all the vital information necessary by the time the attorney meets with the client for an initial consultation.

Failure to capitalize on this phone time to pre-screen clients or gather case details could cost you time and money in the long run. A well-established client intake process can help you filter out any clients who may not have a valid legal case or who may have a type of case that you do not handle.

Alert Communications Operators Are Trained to Support Your Law Firm

Your law firm doesn’t have to worry about finding room in the budget to hire a person to answer phones – or spend resources training that person. Instead, save money and effort by having Alert Communications take care of all your phone answering and correspondence needs.

Our phone operators are trained in proper phone etiquette, empathy, and to handle your law firm’s phone calls in a way you see fit (intake process, appointments, messages, etc.). To learn more about our intake call center for law firms, fill out our contact form or give us a call at 844-694-6825.

Source: http://www.alertcommunications.com/blog/2016/04/person-answering-phone-trained/

Publish Date: April 25, 2016


3 Signs Your Law Firm Needs an Intake Call Center

Is your phone ringing off the hook?

Do your employees find themselves stretched thin trying to keep up with your call volume and perform their other duties?

Do you lack the time to train your staff on phone etiquette and answering procedures?

If you answered “yes” to any of these questions, your law firm needs an intake call center!

1. Your Phone Just Will Not Stop Ringing

Great news: your phone is ringing off the hook! That marketing campaign must be working. But what good is that if those calls go unanswered? Sometimes your staff members just cannot answer every single call you receive.

Unless you have a staff member whose primary job function is answering the phone, it is likely that calls are not being answered and you are losing potential clients.

2. Give Your Employees The Freedom to Do Their Jobs

Your paralegals and office manager should be free to do their jobs without being constantly tied up on the phone. When you need their help immediately with a case, and they are too busy trying to answer phones, it is time to get some professional phone assistance.

Your employees can do the work you hired them to do and we will answer your phones for you.

Alert Communications intake call center reduces the need to hire more staff to handle those phone calls, and it also reduces the burden placed on your existing staff. When an intake call center is receiving your firm’s incoming calls, your staff can do their jobs knowing that every call is still being answered in a professional and efficient manner.

3. You Are Too Busy to Train on Phone Etiquette

Not everyone is suited to answering phones, and if your regular staff is busy on every other line, chances are someone who is not trained in client intake calls will be answering your next big potential case lead. You do not want to lose those leads because someone is answering phones without the proper training to take in new clients.

The solution is Alert Communications’ intake call center services. We train our phone representatives in general phone etiquette, as well as specialized phone conduct for sensitive legal cases. Empathy training goes a long way when you are working with emotional clients that do not want to leave voicemails or wait for returned calls from your firm. We answer every call that comes to your firm, any time of day, any day of the year.

If you are missing calls, stretching your staff thin, and not getting the right people answering your phones with the proper training, do not worry! Let Alert Communications handle all of these details so you can get back to focusing on helping your new clients. To get started, fill out our contact form or give us a call at 844-694-6825.

Source: http://www.alertcommunications.com/blog/2016/04/3-signs-law-firm-needs-intake-call-center/

Publish Date: April 12, 2016


Lead Intake is an Art Law Firms Should Strive to Master

A law firm that chooses to have anyone available answer, collect, evaluate, and process their leads without the right training is setting itself up for inefficiency and low client conversions. As you very well know, not every lead that comes into your office will be one that you wish to nurture. Some cases are too small to be of value to your firm, while others are outside the scope of law you handle.

There is an art to lead intake and evaluation. It requires a certain skill, instinct, and training. But all law firms should try to master it.

The Nuances of the Lead Intake Process

The lead intake process should be able to identify the good leads and the bad ones. This starts with asking the right questions to get the right information. All firms are different and have various definitions for what makes a “good” lead. First, you need to define this for your firm. Then you need to make sure whoever is answering your phones and corresponding with leads knows what questions to ask.

And whoever is doing this for your firm should do so with empathy. The right tone can make the caller feel more comfortable and relaxed. It can create a good first impression of your firm. And it can help you get the information you need to determine if you can help the caller resolve his or her legal case.

Just as Artists Have a System, So Should Your Lead Intake Process

Watch an artist at work and you’ll see many of them have a system in place to allow maximum flow of their creativity. The same goes for your lead intake process; a systematic approach to the process will help you improve efficiency and get the most return on your leads.

A good lead intake system will prevent unviable leads from ever making it past the initial contact phase. A great lead intake system will continue to evaluate and nurture the leads that pass that initial phase, weeding out the weaker ones until all that is left on your desk is a complete case file for your next client.

Find Your Next Lead Intake Artists with Alert Communications

Alert Communications works with law firms to create a lead intake process that thoroughly evaluates each lead that comes in. Whether you are running a big marketing campaign or simply want to improve your firm’s efficiency, let us help.

Just fill out our contact form or give us a call at 844-694-6825 to find out more about our services for attorneys and law firms.

Source: http://www.alertcommunications.com/blog/2016/03/lead-intake-art-law-firms-strive-master/

Publish Date: March 28, 2016


How Efficient Is Your Law Firm?

There are many ways to measure efficiency and doing so for a law firm means assessing the processes you use on a daily basis to get your work done. Processes are anything from a simple chain of command for the intake of new clients to a more elaborate email marketing system for following up with leads.

Identifying Areas Where Your Processes Do and Do Not Work

If you are serious about assessing your law firm’s efficiency, schedule some time to sit down with your team and review your typical day of work. Identify any tasks that your staff believe take too much time or could be done in a better, more efficient manner. Ask your employees if there are any tasks that take up the majority of the day.

Reduce Paper Clutter and Go Digital to Improve Efficiency

Did you know, paper may be killing your office productivity and efficiency? The National Association of Professional Organizations conducted a study of professional offices and found that paper clutter is killing the efficiency rates of many American offices. The average staff member can spend up to 4.3 hours each week looking for documents.

Many law firms are transitioning to a paperless office to decrease waste and increase efficiency. Performing a simple search in your client database could easily reduce the time it takes your staff to locate a file. If you are worried about the time it takes to scan client paperwork, consider the time it takes to locate and file all that paperwork every time a client file needs updated.

There are several processes you can put in place to improve your transition to digital files.

Starting client files as digital files from day one.

Inputting client information directly into a database rather than filling out a written form saves a ton of paperwork. Have an intake call center take your lead calls and process them into digitally-delivered new client records.

Digital document delivery.

Digitally send your clients their intake paperwork, and then have them digitally return it.

Client management system software

is a must for any law firm looking to reduce paper clutter and inefficiency. Coupled with an intake call center answering your phones, your firm can reduce the need for in-house phone support staff and redirect those employees’ talents to taking care of new clients.

Alert Communications Helps Law Firms Improve Efficiency

When things are running slow in your office, do not hire more employees to take on that burden – that is working harder, not smarter. Alert Communications helps smart law firms improve their efficiency with a wide range of attorney services to reduce phone burdens, improve document delivery, and speed up client intake and processing. To get started, fill out our contact form or give us a call at 844-694-6825.

Source: http://www.alertcommunications.com/blog/2016/03/efficient-law-firm/

Publish Date: March 9, 2016


Legal Virtual Receptionist Is an Extension of Your Staff

In today’s world of instant gratification thanks to computers and the Internet, your clients are now demanding better customer service. Gone are the days when clients would wade through voicemail menus to get to the person or department they need. When a client calls a business, they want to speak to a live person immediately.

As your law firm grows in popularity, so will your call volume. Your office staff can only handle so many calls at once before the voicemail machines kick in. What happens next is dependent on who’s calling. If it’s a potential new client, by the time you call him or her back, s/he could’ve already chosen another law firm.

If it’s an existing client with a question about a case, he or she could become discouraged with the slow response time. In either situation, it’s bad business.

Voicemail is going the way of the flip-phone. Today’s generations would rather text or email if they didn’t get a live person on the phone. And studies have shown that most voicemail goes ignored. In 2009 uReach Technologies (who run Verizon and other major carriers’ voicemail systems) reported nearly 30 percent of voicemails go unheard for three or more days.

It may seem absurd that anyone would let that happen, especially an attorney, but think about how often you’re not in your office to answer the phones. Unless you’re a habitual checker of voicemail remotely, you’ve probably got a few messages piled up in your inbox.

The Answer: Never Have another Call Go To Voicemail

As the demand for instantaneous communication grows among consumers, so does the industry’s use of answering services. Rather than hire more people to answer phones during busy periods only to have nothing else for them to do during slow times, answering services are easy to start and stop without all the HR paperwork.

While answering services aren’t the same as getting the person who handles calls at your office, they are the next best thing. A legal intake call center will learn how you like to conduct phone business. They’ll answer with your branding, take messages, and sometimes even gather basic client information to allow you to respond with a bit of knowledge about what you’re about to encounter.

Legal Virtual Receptionists Ensure Your Clients Always Hear a Live Voice

Alert Communications provides live call support to answer the overflow calls you can’t afford to miss. Visit our contact page to learn about our full range legal intake call center and phone support. When you’re ready to learn more or jump right in, give us a call at 844-694-6825 – no voicemail messages here!

Source: http://www.alertcommunications.com/blog/2015/08/answering-service-is-an-extension-of-your-staff/

Publish Date: August 3, 2015


3 Times When Attorneys Are Glad They Used a Call Center

Consider a call center a safety net for your law firm leads. Aren’t you tired of missing out on the good cases? When your phones go unanswered, potential clients are less likely to leave a voice mail and more likely to just call the next attorney on their list.

Before you lose another lead to unattended phones, consider these three situations where call centers can preserve a law firm’s leads.

Example 1: The Big One That Didn’t Get Away

John Smith is a small town lawyer with a steady caseload and a few office employees, including a full-time secretary. His dedicated phone line had been silent the entire day until his secretary stepped away for a few minutes to use the restroom. As fate would have it, a phone call came in from a woman whose husband was struck by a city bus.

Because Mr. Smith had a call center taking calls while the secretary was away from her desk, the call was answered immediately and the family was transferred directly to the attorney to set up a consultation. That case later won the family a multi-million dollar verdict and became one of John Smith’s most notable cases.

Example 2: Preparing for the Flood of Leads

X Law Firm had just launched a multi-platform marketing campaign in their local area, advertising free consultations for homeowners facing foreclosure. Once those ads went up across town and online, their phone lines started ringing off the hook.

Instead of hiring new part-time employees to answer the constantly-ringing phones, X Law Firm hired a call center to help handle the overflow. The center was able to pre-screen all of the potential leads and hand over the pertinent information to the attorneys for further case development.

Example 3: The Impatient Clients

ABC Law Firm knows how frustrating it can be for their Social Security disability clients who wait months, even years, for their claims to be resolved. While the attorneys try to give their clients regular updates on their claim status, many of them call the office regularly to ask questions.

With hundreds of clients at once, ABC Law Firm gets dozens of calls every day, and often too many to handle in-house. But their clients’ concerns never go unanswered by a human. Their call center support are trained to identify critical issues and forward them directly to the attorneys, or take appropriate actions to reassure the clients.

Want to be a success story like these?

If any of these situations sound familiar, but end in missed calls and angry clients, then call center support could be the answer. Alert Communications provides law firms across the country with live call support to ensure no calls go unanswered. Visit our contact page to learn about our full range of phone support services. When you’re ready to learn more, or jump right in, give us a call at 844-694-6825.

Source: http://www.alertcommunications.com/blog/2015/07/3-times-when-attorneys-are-glad-they-used-a-call-center/

Publish Date: July 28, 2015

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