I guess I am biased ?? .....but I'd say the RIGHT call centers are good for law firm intake and let me explain why: A strong US based firm which balances empathy and assertiveness, sales acumen with legal know how is going to get more ROI for the advertising lawyers spend money on. How many firms have a mediocre or let's say a "not as experienced" intake department that allows potential clients to shop around and those same prospects sign with other firms? that small to mid sized law firm spent money advertising for their potential client to hire their competitor. Bad intake gets potential clients interested in hiring A LAW FIRM. Good intakes gets potential clients to hire THAT firm. Chris Dreyer put me on an episode and I'd love to explain this and more to your listeners and back up the call centers point of view! Ill be by my phone! Tony Vasquez
CEO of Rankings.io, Host of the Personal Injury Mastermind podcast, Author of "Personal Injury Lawyer Marketing: From Good to GOAT"
Call centers… good or bad? I think a lot of the attorneys understand the importance of sales and intake and those that don't have the capital to bring it in their building will look for it outside of the firm. When you’re considering options, you may come across call centers. In terms of cost, volume, and availability, they’re fantastic. For a fraction of the cost of an in house team, you can have your calls answered 24/7 and in mass quantity. However they have some pretty stark downsides. A lot of the times these call centers have a long list of clients. It’s easy for employees to mistake a name or a value proposition if they’re cycling through tens to hundreds a day. Plus, it’s hard to guarantee good service. It’s not like you can be there every day to listen and give direct feedback. And when your law firm’s name is being used, you want to be careful about what you put out there. What’s your take on call centers? Do you use them? Comment below.