How we answer your phones
Here’s everything you need to know about how our virtual receptionists handle your phone calls.
Make sure every caller gets what they need
Because our attorney, Tom Lawyer, can’t get to the phone at the moment, his caller, a potential new client, is forwarded to Answering Legal. Tom Lawyer knows new client calls are urgent, so he has a specific protocol set up for them.
First, our receptionist greets the caller: “Thank you for calling The Offices of Tom Lawyer, Esq. What problems can we solve for you today?” After learning that the caller represents a new case, Answering Legal’s virtual receptionist moves on to the next step in the protocol: a legal intake.
Typically, our receptionists greet every caller with a custom greeting, then determine whether or not the caller represents a new client. Many of our law firms then opt for a transfer attempt, and, if they can’t take the call, a legal intake.
What other call forwarding protocols are available?
Existing clients
Callers just looking for updates or to communicate that they have delivered or emailed a document typically speak to a receptionist, who takes a detailed message and passes it along via the Answering Legal app.
Urgent communication
If the caller fits a profile of pre-determined important calls, such as a serious complaint, a family member, or an officer of the court, our receptionists can attempt to transfer them directly to the attorney’s personal number, pending availability.
FAQs
How do I determine call protocols?
You decide! On your setup call, our account specialists will walk you through what our customers usually prefer and provide you with every opportunity to change those options, explaining along the way.
What kinds of call protocols can I set up?
Our customers usually opt for new and existing client profiles, but you can specify different protocols based on case type as well. For example, if you practice both personal injury and criminal defense and want to make sure one of those gets an intake and one gets a transfer attempt, we can set that up!
Can I use Answering Legal as my virtual front office?
Of course! We can make sure that every caller gets the opportunity to talk to you personally if you prefer. In this case, we’d put them on hold and reach out to you to see if you’re available to take their call after a brief description of what their call represents.
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Our receptionists train longer than in-house staff at law firms. Because we build our service to fit into your workflow, our receptionists are more like an extension of your firm than a call center.