A legal receptionist has an important job – collecting, nurturing, and qualifying leads potentially worth thousands of dollars that come into a given law firm. Keeping these important responsibilities in mind, how should a legal receptionist answer the phone?
The normal professional phone etiquette rules apply to legal receptionists, but there are also a few additional best practices to follow in this specialized branch of the receptionist field.
A solo or small firm attorney might be tempted to use an automated answering service to ensure (s)he doesn’t miss a call that could be worth thousands, but automated answering services are a mistake for attorneys.
“If you’re a solo practitioner or part of a small firm, you might feel you need to use an automated answering service to save some money and human capital, but it’s worth the extra money to have a real person answering the phones, taking messages or politely directing callers to the appropriate party.
Automated phone answering systems can raise time barriers, frustrate callers and make your practice seem impersonal…Remember that each phone interaction with your firm will leave the client with an impression: positive, negative or neutral. If callers get an automated message that instructs them to “Press 1 for this person and 2 for that person,” it may be a big turnoff.” – Noble McIntyre, Senior Partner and Owner, McIntyre Law
Instead, opt for a virtual legal receptionist, a trained receptionist who works from a remote office location and answers the calls that come to your law firm according to a script or list you provide. A virtual receptionist can direct callers to the right party, take messages, give basic information about the firm to callers, screen calls, schedule and manage appointments, and help qualify your leads.
Click here to try a virtual legal receptionist free for 30 days (up to 1,000 minutes)
Once you’ve selected a virtual legal receptionist to work with, let’s address the question: How should a legal receptionist answer the phone?
Publish Date: January 23, 2017 5:00 AM
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