Legal Call Center Services for Law Firms

Most answering services use generic scripts and operators who handle calls for dozens of different businesses. Our legal call center services use dedicated agents trained specifically for law firms. They learn your firm's practice areas, attorney names, and protocols. Callers feel like they're speaking with your staff, not an outsourced service.

Yes. We connect callers directly to any number you provide, whether that's an office line, cell, or conference bridge. We can also screen first, so your attorney knows who's calling and why before picking up.

We answer calls 24/7/365. After hours, we follow your instructions: take detailed messages, transfer urgent matters to an on-call attorney, or schedule callbacks for the next business day. Your clients always reach a live person.

All our agents sign confidentiality agreements and receive training on attorney-client privilege. Our systems use encryption for data transmission and storage. We follow protocols aligned with ABA Formal Opinion 08-451 on outsourcing. Call recordings are stored securely with access controls.

Yes. Our legal call center services are built to scale. If you're running a marketing campaign or expecting a surge in calls, we can add capacity with short notice. We staff based on your projected volume and historical patterns so hold times stay low.

That's up to you. We capture exactly what you tell us to. Name, phone, reason for calling, case type, referral source, or anything else your firm needs. Everything is documented and delivered immediately.

Instantly. Messages are delivered via email, SMS, or directly into your practice management system within 60 seconds of the call ending. Urgent matters can trigger immediate notifications to specific team members based on your escalation rules.

Yes. Every shift includes bilingual agents fluent in English and Spanish. Spanish-speaking callers are handled natively, not through interpreters or transfers. This is standard with our legal call center services, not an add-on.

We start with a discovery call to understand your firm, call patterns, and requirements. Then we build custom scripts and protocols for your account. Training takes two weeks and most firms are live within 2-3 weeks of signing. We handle the technical setup for call forwarding and integrations.

We record 100% of calls and run a structured QA program tailored to legal intake and client service. Our QA team scores interactions using a legal call scorecard covering: compliant greeting, professionalism, confidentiality language, accuracy of captured details, correct urgency tagging, correct routing, and clean documentation. To keep scoring consistent, we hold weekly calibration sessions with QA, Operations, and Team Leads. Agents receive ongoing coaching based on scored calls, and we use QA insights to deliver micro-trainings (10–15 minute refreshers )that address specific gaps quickly, rather than broad retraining. You have full access to call recordings and can provide feedback anytime. We also track and review key performance metrics, such as answer speed, hold time, and resolution/accuracy trends during monthly service reviews to ensure continuous improvement and alignment with agreed targets (often 90%+ QA for steady-state performance, depending on scorecard strictness). All clients are welcome to come onsite anytime to engage with the teams and agents directly in real time.

Many of our clients have in-house staff. We handle overflow when your receptionist is on another call, at lunch, or busy with other tasks. We also cover after-hours and weekends. Your receptionist gets backup without you hiring a second person.

Yes. Our legal call center services integrate with Clio, MyCase, PracticePanther, and other common platforms. Call notes and messages can flow directly into your system. We handle the integration during onboarding.