For a large law firm to thrive, it must be able to attract new clients consistently. Not to mention, when managing a heavy load of current clients, you have a lot of inquiries, motions, confirmations, and cancellations to manage. When each call is urgent, you can’t afford for your outbound calls to lead down the road to nowhere and your inbound calls to the land of missed opportunities.
Many law firms hire another receptionist only to find out that she still isn’t enough to meet the high call volume. Some large law firms may even go with a call center that does nothing more than managing their call load. Today the best call centers are virtual—keep reading to see why.
Virtual Call Centers Save Money
Brick and mortar call centers have been used for decades and have probably managed to annoy every person who’s never worked at one. They do serve their ultimate purpose, but at what cost? Having a brick and mortar call center designated to your company is like having a second business in terms of the overhead. You have to lease or buy a building, purchase specialized call center equipment, pay for Internet and electricity costs, and hire employees.
On-site call centers require substantial investments of time and capital, and you have to monitor them closely for quality. Brick-and-mortar sites are notorious for having high turnover rates as well. The cycle of hiring, training, and replacing entry-level employees who provide an auxiliary service is more expensive and cumbersome than it’s worth. For a law firm especially, where time and resources are spread across so many areas, the tactics you choose for how to operate your call-center is a big decision.
On-site call centers are practical for large law firms, but what about a small or mid-size firm such as an Orange County injury lawyer or a Baltimore divorce lawyer? Virtual call centers are cheap enough for small and mid-size law firms. A virtual call center only cost fractions of the price of starting an on-site call center. You don’t have to spend vast sums of cash for a building and fancy electronic equipment.
Your virtual call center agents work remotely and provide customer service by accessing the virtual call center from their computers. Having remote agents cuts down on labor costs, and because people like working from home, they have a much lower turnover rate. All of that equals significant savings for your law firm.
Virtual Call Centers Are More Effective for Marketing Purposes
Many people have a natural disdain for telemarketers, and it doesn’t matter what you’re marketing. One problem with on-site call centers is that they tend to call the same numbers that the collection agencies are dialing. Guess who doesn’t want to talk to a telemarketer? Someone who’s been dealing with calls from collection agencies all day.
Some outbound call center software employs predictive dialing to prevent that from happening. The predictive dialer places several calls ahead of the pace of the agent. Predictive dialer increases agent productivity and the likelihood that potential clients become new clients.You Can Upgrade SoftwareThe great thing about software is that you can update it pretty much at will. Can you imagine the amount of disruption it would cause to have to upgrade an on-site call center facility? That’s more money spent on equipment and renovations, more employee turnover—it would be complete chaos.
Upgrading software is much simpler. Let’s say you have a virtual call center, and you’re so impressed with it that you decide you want to upgrade to a contact center. Well, all you have to do is talk it over with the vendor to make sure that a contact center is right for you, then click a button to purchase it.
Call centers and contact centers are forms of Software as a Service—SaaS—meaning the vendor who made the program also manages it. You never have to worry about updating your call center, fixing bugs, or any other IT-related operations.
Call center and contact center software are the future of customer service and cold-call marketing, and the future is here. It’s the software that allows small law firms to manage their client loads the way the big firms do for a fraction of the cost.