Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

How Should a Legal Receptionist Answer the Phone? - Conversational - ContactCenterWorld.com Blog

How Should a Legal Receptionist Answer the Phone?

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?

How should a legal receptionist answer the phone?

  1. Quickly. A legal receptionist should always answer a call before the 3rd ring, but picking it up on the 2nd is even better! Legal clients want to find representation fast, and a speedy answer gives them the impression that your law office is the right choice for them.
  2. Warmly. Many legal receptionists make the mistake of confusing professional behavior with coldness or a lack of friendliness. Legal clients are often going through a tough time and a friendly receptionist can help them make the decision to work with your firm over others who may not have been as warm.
  3. Clearly. The greeting shouldn’t be left to chance – create a standard greeting that is friendly but clear in offering information. “Hello, you’ve reached Legal Law Firm. This is Pam, how may I help you?”
  4. Knowledgeably. A legal receptionist doesn’t need to have a law degree, but (s)he should know enough about your practice to answer basic questions for callers and to know who to transfer callers to with deeper questions.
  5. Personally. Your legal receptionist should place importance on making each call experience as personal and friendly as professional standards allow. This means referring to returning clients by name, remembering small details about the client that are unrelated to their case, and offering to go above and beyond to get a client the help they need. This simple touch can make the difference between a client choosing your law firm or another to work with.

Source: https://www.conversational.com/how-should-a-legal-receptionist-answer-the-phone/

Publish Date: January 23, 2017 5:00 AM


2021 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
PH: 800-782-7835

3.) 
Synthetix

Engage with your customers in Real-Time.

Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.
PH: +44 1279 555 580
 



View more from Conversational

Recent Blog Posts:
Companies Known for the Worst Customer ServiceFebruary 23, 2018 5:00 AM
Glossary of Virtual Receptionist TermsFebruary 21, 2018 5:00 AM
Leaving a Lasting Impression with CustomersNovember 29, 2017 5:00 AM
Why You Should Stop Answering Your Business PhoneNovember 13, 2017 5:00 AM
Customer Service Phone Call vs Email: What’s Preferred?November 9, 2017 5:00 AM
3 Surprising Things Virtual Assistants Can DoNovember 7, 2017 5:00 AM
Boosting Growth with a Virtual ReceptionistMay 22, 2017 5:00 AM
How to Create Content That Answers Common QuestionsApril 26, 2017 5:00 AM
Customers Prefer a Callback to Being Put on HoldApril 24, 2017 5:00 AM
How to Diffuse Conflict with Angry CustomersApril 19, 2017 5:00 AM

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =