Wouldn’t it be great if all legal matters occurred between the hours of 9am and 5pm at a perfectly even pace throughout the day? Clients could speak with someone in your office during those hours that it is fully staffed, and there wouldn’t be any need for an answering service to handle periods of high call volume.
Of course, we live in the real world, which means that legal matters are as likely to occur at 3pm as they are at 3am. Offering an after-hours answering service to your clients isn’t just good customer service, it’s absolutely essential to the long-term happiness of your clients, and the long-term reputation of your law firm.
Ideally, every one of your clients would be able to speak to a lawyer or paralegal at any hour of the day or night. Since legal issues can come up at any time, and since your legal team can’t be available 24/7, an after-hours answering service can dramatically improve the satisfaction of your firm’s clients, and also streamline the office itself.
Benefits of an after-hours answering service
There are a number of valuable benefits associated with an after-hours answering service. These are some of the most significant benefits a for law firms with high call volume.
Clients can speak to someone even when your office is closed
With an answering service for law firms, your office is never truly “closed”. While clients might not be able to speak with the specific lawyer or paralegal associated with their account, they will get the peace of mind that their message has been received, and will be forwarded to the appropriate individual as soon as possible. This also gives the client someone to hold accountable, since the specific person they speak to will be responsible for relaying their message.
An answering service can filter and prioritize calls for your office once they are back in the office
Another significant benefit of an answering service is the ability to filter high priority calls out from the rest of the calls received. Instead of your team spending time and resources going through calls in the order they were received the night before, an answering service ensures that any urgent calls are dealt with first. When it comes to legal matters, this can sometimes be a matter of winning or losing a major case.
Can direct high-priority calls to appropriate individuals, even if after hours
In situations where a call simply cannot wait until regular business hours, an after-hours answering service can ensure that those calls reach the appropriate party any hour of the day or night. By setting parameters for what constitutes an “emergency call” upfront, an answering service will ensure that critical calls don’t fall between the cracks.
Choosing the right answering service
It isn’t enough to simply find the first (or least expensive) answering service and call it a day. In a field as specialized as law, it’s important that the team answering calls on behalf of your firm understand how to prioritize calls. It is also important for them to have the knowledge necessary to provide preliminary answers to clients while they wait for a return call from someone within your law firm.
MAP Communications is one of the leading call centers in the United States, with clients that range from Fortune 500 companies to small businesses all around the country. Call centers run by MAP Communications have specialized knowledge about every industry they provide answer services for, and they will work directly with your law firm to ensure that incoming calls receive the proper service the first time.
In addition, every individual that works for a MAP Communications answering service keeps all phone calls in confidence, so you can rest assured knowing that your client’s personal and sensitive information is secured.
To learn more about MAP Communications, or to learn how they can benefit your law firm, please contact us today for a free 7-day trial.