Does your law firm need an answering service?

It used to be that when people called a professional service such as a law firm, it was simply expected that they would need to call during business hours if they wanted to speak with a real person. But as the legal industry has become increasingly competitive, more and more firms are looking to gain an edge. One possible edge is to make sure your callers get to speak with a real live person every single time that they call your office.

Lawyer in court

There are many advantages for law firms that use call answering services such as those offered by Touch Communications.

Personalize your service

More often than not, the individuals calling a law firm are doing so in the midst of a stressful circumstance. They could be going through a divorce, facing criminal charges, or in the midst of a lawsuit. Even positive circumstances such as drawing up a business agreement, collecting an inheritance, or buying or selling property can have people on edge.

It can help boost your clients’ perception of your firm if they are met by the voice of a friendly and helpful customer service representative rather than an impersonal voicemail message.

Make your small firm seem bigger

Perhaps your law firm has only been around for a few years, and while you have big dreams, you are still working with a small staff.  Many successful law firms have started off as a sole proprietorship or as a partnership with little to no office workers.

Having an answering service not only means that your callers’ phone calls will always be answered professionally, but it also helps project the image of a larger firm.

Fantastic Customer Service

Call answering services can perform several duties for law firms and one of them is managing your appointment calendar. If you are busy with a client, you wouldn’t want to be rude by answering the phone every time it rang, but you also wouldn’t want to miss out on a potential new client.

With call answering services, our Touch Call Service Representative can direct the call to another extension if you are busy, or handle the call in another manner such as taking down their contact information.

Screen and forward calls

Another advantage to using a call answering service is that the really important calls can be forwarded to a designated person within the firm, your cell phone or anywhere else you choose.

For example, a Touch CSR will be able to answer some basic questions that the caller may have (with your script of course), or they can take messages for non-urgent calls. On the other hand, you may be working on an important case and request that calls regarding a specific issue or from specific callers are transferred to you right away.

Hiring call answering services for your law firm can be advantageous on so many levels. If you would like to learn more about how it can help your legal business, then contact Touch Communications today!

Bilingual Answering Services for your Business

woman on phone

If your business serves French speaking customers, then it is just good business to ensure that you can provide them with a positive experience from the very first time that they pick up the phone to contact your business. So, you want to make sure that whatever call centre you work with offers a bilingual answering service.

Even if you do not have any French speaking customers now, the fact is that someday a French speaking caller may want to contact you and do business with you. Having a trained bilingual customer service representative on the other end of the line can help to give you a huge advantage over your competition – who without bilingual service – will simply not be able to deliver the same kind of customer care that you can.  You’ll find yourself expanding your customer base while delivering better service.

But my employees aren’t fluent in French!

One of the arguments that many people raise against needed bilingual answering services is the fact that they don’t have bilingual employees – so while a caller may get service in French over the phone, eventually they are going to have to deal with someone who doesn’t speak the language.

The fact is, however, that even if not one of your employees speaks a word of French, it still makes sense to be able to have French speaking customer service representatives. This is because most French speaking Canadians speak some English but they will likely feel more comfortable explaining their need in French. Your service people don’t necessarily have to speak French if the customer’s issue has been clearly communicated prior to their arrival.

And if you do have French speaking employees?

All the better! Our bilingual customer service reps can forward French speaking callers directly to their lines so there is no interruption in service in French once they are transferred to your company lines.

Use your bilingual answering service as a marketing tool!

Imagine living in a community where your primary language is not the one commonly spoken. You may speak the language but it just isn’t quite as comfortable to you as your mother tongue. Then one day, you see a business not only advertising a service that you need, but they advertise that they can speak to you in your language! How much likelier are you to contact that business over the others?

Using a bilingual answering service is a smart move – but advertising that you have French speaking customer service representatives is pure genius. For some would be customers, the fact that someone can speak their language may be the main reason that they call your business and not the competition.

Let Touch Communications help you say bonjour!

At Touch Communications, we employ many professional customer service representatives who can provide service in French to your customers. We can provide a wide array of services to those customers including answering basic questions, setting up or changing appointments, and call forwarding to name a few.

Contact us today to learn how we can help you!