Is Using A Telephone Answering Service Right For My Legal Practice?

In today’s fast-paced legal environment, maintaining focus is paramount. Whether you're a conveyancer, family law specialist, or employment lawyer, your time is best spent on client cases, not fielding endless phone calls. This is where a telephone answering service can become an invaluable asset to your practice. But like any business decision, it comes with its pros and cons. Here’s a balanced look at why you might want to consider outsourcing your call handling and what potential drawbacks you should keep in mind.

The Benefits of Using a Telephone Answering Service

1. Professionalism Without the Wait

One of the most immediate benefits of a telephone answering service is the professional image it projects. No engaged tones, no long hold times, and certainly no voicemail messages to sift through later. Calls are answered promptly, making a strong first impression on potential clients. This level of efficiency can be crucial in the legal sector, where client trust and confidence begin with the first interaction.

2. Flexibility to Suit Your Needs  

A telephone answering service can be as flexible as you need it to be. Whether you want all your calls handled by the service or just need a safety net for busy periods, the choice is yours. This flexibility extends to the way your calls are managed—whether that’s taking messages, transferring calls, or even qualifying new enquiries. Essentially, it’s like having an extra team member without the long-term commitment.

3. Cost-Effective Solution

When compared to hiring an additional receptionist, a telephone answering service is often much more cost-effective. You only pay for the service you use, which can be a fraction of the cost of an employee. This can be particularly beneficial for smaller practices or those looking to reduce overheads.

4. Enhanced Productivity

Constant phone interruptions can derail your focus, especially when working on complex legal matters. A telephone answering service acts as a buffer (and extra support to your existing reception team), filtering calls and allowing you to prioritise your work effectively. This ensures that your time is spent on tasks that truly require your attention, without the distraction of incoming calls.

5. Reliability During Staff Absences

Holiday seasons, sick days, and other unexpected absences can leave your office short-staffed. A telephone answering service provides seamless cover, ensuring your clients still receive the same level of service, regardless of internal staffing issues. This reliability can be a lifesaver during busy periods or unexpected events.

The Drawbacks of Outsourcing Your Calls

1. Costs Can Add Up

While a telephone answering service can be cost-effective compared to hiring staff, it’s not without its expenses. Most services charge per call or per minute, which can add up if your call volume is high. In contrast, relying on voicemail or call queuing systems typically incurs little to no extra cost.

2. Lack of Local Knowledge

Your virtual reception team, although trained and professional, may initially lack the local knowledge that your in-house staff might possess—place names, local references, and other nuances that can make a difference to client interactions. However, many services have tools and training in place to bridge this gap over time.

3. Limited Support for Other Tasks

Unlike an in-house receptionist, a virtual service is focused solely on phone calls. This means they won’t be able to assist with tasks such as client greeting, managing appointments in person, or handling paper-based administrative tasks. If your practice relies heavily on these additional duties, a telephone answering service might not cover all your needs.

How a Telephone Answering Service Works

So, how exactly does a telephone answering service integrate with your legal practice? It’s simpler than you might think:

• Divert Your Calls: You can choose to divert all your calls or just those that come in during busy periods to your virtual reception team. You’re in complete control.
• Tailor Call Handling: Decide how your calls are managed—whether that’s taking messages, qualifying new enquiries, or transferring calls to the appropriate person. Many services allow you to combine these options, ensuring a tailored approach that fits your specific requirements.
• Seamless Integration: Once set up, the service acts as an extension of your practice. Callers won’t know the difference, and you’ll benefit from the flexibility and reliability that the service provides

Conclusion

Using a telephone answering service can offer significant advantages to legal practices, from enhancing professionalism and flexibility to improving productivity and cost efficiency. However, it’s not a one-size-fits-all solution, and there are potential downsides to consider, such as costs and the limitations on additional support tasks.

Ultimately, the decision to use a telephone answering service should be based on your specific needs and circumstances. It could be the difference between a streamlined, focused work environment and one that’s constantly interrupted by the ringing phone.

By carefully weighing the pros and cons, you can make an informed choice that best serves your practice and your clients.

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Further Information:

For more information on how a telephone answering service could support your business take a look at the links below and the FAQ’s:

https://www.yourofficeandpa.co.uk/industries/legal-sector/

https://www.yourofficeandpa.co.uk/our-services/telephone-answering-services/

 

 

FAQs: Telephone Answering Services for Legal Practices

Q1. What is a telephone answering service?

A telephone answering service is an outsourced solution where a dedicated team handles your incoming calls. They can answer all your calls or just manage overflow during busy times. The service includes taking messages, transferring calls, and even qualifying new enquiries, ensuring your clients always reach a professional and responsive representative.

Q2. How can a telephone answering service benefit my legal practice?

Legal practices can benefit in several ways:

• Professionalism: Calls are answered promptly, projecting a professional image and making a strong first impression on clients.
• Flexibility: You can choose how and when to use the service—whether for all calls or just during peak times.
• Cost-Effectiveness: You only pay for the service you use, which can be more economical than hiring additional staff.
• Productivity: The service acts as a buffer, reducing interruptions and allowing you to focus on your work.
• Reliability: It provides consistent coverage during staff absences, holidays, or unexpected events.

Q3. Are there any drawbacks to using a telephone answering service?

While there are many benefits, there are also some potential downsides:

• Costs: Services are typically charged per call or per minute, which can add up if your call volume is high.
• Local Knowledge: Virtual receptionists may initially lack local knowledge, although they use tools and training to overcome this.
• Limited Support: The service focuses on phone calls and won’t assist with in-person tasks like client greeting or paper-based admin work.

Q4. How does the service maintain confidentiality, especially for sensitive legal matters?

Confidentiality is a top priority for telephone answering services, particularly in the legal sector. Many legal practices already use these services, trusting them to handle sensitive information securely. Robust technology, combined with strict privacy policies, ensures that all client data and communications remain confidential and compliant with legal standards.

Q5. How does the call handling process work?

The process is straightforward and customisable:

• Call Diversion: You can divert all your calls to the service or only during busy periods. It’s entirely up to you.
• Customised Handling: You decide how calls are managed—whether taking messages, qualifying new enquiries, or transferring calls. Many services allow a combination of these options to suit your needs.
• Seamless Integration: The service operates as an extension of your practice, so callers won’t notice any difference.

Q6. Can the service help during busy periods or staff absences?

Yes, one of the key benefits of a telephone answering service is its ability to handle peaks in call volume and provide reliable cover during staff absences, whether due to holidays, sick leave, or other unexpected events. This ensures your clients always receive prompt attention, even when your office is understaffed.

Q7. Is a telephone answering service cost-effective for small legal practices?

Absolutely. For smaller practices, hiring additional full-time staff may not be feasible. A telephone answering service offers a cost-effective alternative, where you only pay for the services you use, potentially saving you a significant amount compared to the cost of an extra employee.

Q8.  How quickly will the virtual reception team learn about my practice and local area?

While virtual receptionists might need time to get familiar with your practice and local area, they use tools and training to gain this knowledge quickly. Over time, they will become increasingly familiar with the specifics of your practice, ensuring smooth and efficient call handling.

Q9. What happens if I want to change how my calls are handled?

Flexibility is a key advantage of using a telephone answering service. You can adjust how your calls are managed at any time, whether you need to change the way messages are taken, update instructions for qualifying enquiries, or modify call transfer preferences.

Q10. Is the service suitable for all types of legal practices?

Yes, telephone answering services can be tailored to suit different types of legal practices, whether you specialise in conveyancing, family law, employment law, or any other legal field. The service is designed to adapt to your specific requirements, ensuring a professional and efficient solution for handling client calls.

For more information about our service, including our 14 Day FREE Trial, visit www.yourofficeandpa.co.uk or give me a call on 01928 508800.