What was the scope of their involvement?
We forward our phones to them after we leave the office, so usually around 6 pm. They will patch calls with potential clients through up until 10 pm, then overnight, they will take messages and email them to me until we are back in the office around 6 am.
They worked out a script with us and they ask certain qualifying questions. If it’s a new client, they patch them through, but if it’s an existing client, they take the message.
So, if someone gets arrested around 11 pm one night, they might be scheduled to see a judge at 9 am the next morning. So, their family is trying to reach a lawyer to represent them on short notice. With Answering Legal, I’ll have messages right when I wake up in the morning about court appearances, so I need to get back to them right away.
What is the team composition?
I can talk to any manager when needed, otherwise I think it’s just a rolling call center. So they have about 160 operators now.
How did you come to work with Answering Legal?
We had a prior answering service that was overpriced, and I wasn’t satisfied with the quality of their services. I searched online and got ahold of Answering Legal. They talked to me about all of my issues and did a proposal. Then they gave us a free trial, and they were awesome from the get-go.
How much have you invested with them?
We have a set monthly price, but if we go over the minutes, it’s more. As our firm has grown, that’s happened more frequently. So we’re spending about $450 per month.
What is the status of this engagement?
We started working together in March 2015, and our partnership is ongoing.