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CALL HANDLING SOLUTIONS FOR THE LEGAL SECTOR THAT DELIVER RESULTS

Direct Response has over a decade of experience in delivering contact centre services to over 1,000 legal practitioners across the UK. We have helped firms and companies to redefine the way in which they deliver legal services to their clients.

You will find our contact centre solutions located in firms across the UK including magic circle practitioners, private organisations, all the way down to your local high street solicitors.

FOR MORE INFORMATION PLEASE CONTACT OUR BUSINESS DEVELOPMENT TEAM CALL NOW 0800 011 4570
A CONTACT CENTRE SOLUTION THAT DELIVERS ON THE LEGAL SECTOR'S KEY REQUIREMENTS

Direct Response has been helping law firms set the standard for customer interaction by helping change the way they manage and deploy their switchboard services.

We understand that fantastic customer service is critical for a law firm to differentiate itself from its competitors. However, delivering this consistently can be difficult, particularly for larger law firms.

We have been helping law firms put in place robust virtual reception services that either act as a front line answering mechanism, or simply support the existing switchboard setup.

With cutting edge contact centre technology, we can integrate an entire staff directory into our platform to allow for instantaneous call routing and connecting. In the event the call can’t be picked up, details of the caller and call details will be captured and sent to the recipient via email or SMS.

 

Benefits of the feature:

Improved front of house experience.
Consistent levels of customer service day and night.
Switchboard answer times reduced.

 

 

We understand that the highly competitive nature of this sector requires that companies be delivering market leading customer service from the very first interaction.

Our Media Response services extend beyond just the initial call handling and data capture processes.

We guide your callers through the process of capturing all their contact details and any other information you identify as being important to identify a lead or sales opportunity.

Now answering calls is only half of it! We understand the need to staff at the right times of the day/week/month to ensure the optimum levels of resource are available to deal with your customers whenever they decide to call.

Our services are designed to integrate seamlessly into your business process, therefore helping you service your customers in the most efficient manner possible.

 

Benefits of the feature:

Capture lost business.
Brand protection.
Manage seasonal spikes cost effectively.

The number of law firms helping clients reclaim £1,000’s on mis-sold payment protection policies has grown in recent years, so there is an ever growing need to ensure you have the competitive edge over the competition. 

Direct Response has worked alongside a number of legal institutions to develop a turnkey solution that allows our call handlers to successfully capture the pre stage PPI claim application.
 
Our agents are trained to capture all of the preliminary details from callers and help qualify the best leads from the bad. We can help you to keep your fee earners productive by ensuring they only need to work on the hot leads.

Our staff is on hand to answer calls around the clock ensuring we work alongside your marketing activities whenever or wherever you choose to advertise.

 

Benefits of the feature:

Support large advertising campaigns without the need to staff a sales line.
Employ experienced PPI call handlers for a fraction of the in-house cost.

A client in crisis can arise at any time and many organisations wouldn’t know how to react during a crisis event such as an investigation by the authorities, media crisis or a police raid on the building.

Supporting your clients during these times is vital, but can be fraught with a number of issues, including which solicitor to contact and what should happen in the event they’re unavailable.

Our experience within the legal sector has helped us to develop a series of call handling solutions that help your clients manage a crisis in the most effective manner possible.

Your clients call a dedicated number that will be connected to our team of dedicated call handlers. We then connect the call to the legal team responsible for that client and patch the caller across, ensuring legal advice is given in the most efficient manner possible.  

In the event a contact is unavailable, we escalate the call up until your client is successfully passed across, ensuring your clients will always be able to speak to someone that can offer the correct legal advice.

 

Benefits of the feature:

Firms can offer clients a 24/7 service.
It can be used as a product differentiator.
The service can be used to support global key accounts.

Choose Your Level Of Contact Centre Support

A Contact Centre Package To Suit Your Needs

Bureau

Get All the following features as standard

 

 

1. Access To Telephone Account Management

2. Call Outcomes Delivered Instantly By Email

3. Call Handling Script Integration With Your Website

4. Advisors Trained On Your Sites Functionality

5. 24/7/365 Call Handling Support

6. Call Handling To PCI Level 1 Complance Standard

7. Requested Access To Individual Call Recordings  

 

 

 

 

 

 

Get Started
Semi-Dedicated

Includes All The Bureau Features and Functions

Plus

 

1. Proactive Telephone Account Management

2. Call Process Evolution and Updates

3. Inbound Call Traffic Management Reports

4. Web Based Access To Call Recordings

5. Out Of Hours Account Support

6. Bespoke Service Level Agreements

7. Advisor Call Monitoring and Skill Development 

 

 

 

 

 

 

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Fixed Seat

Includes All Semi-Dedicated Features And Functions

Plus

 

1. Bespoke Recruitment Based Upon Skill Requirement

2. Dedicated Call Handling Team Members

3. Dedicated Management Team Including Trainers and Supervisors

4. Ongoing Training Programme For Advisors

5. Monthly Account Review

6. Office Branding To Reflect Your Business

7. Complete IT System and Process Integration

8. Client Hospitality

9. Collateral Fullfilment

 

 

 

 

Get Started
Have A Bespoke Business Requirement?

CALL OUR TEAM NOW 0800 011 4570

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