Answering the Phones: When Certain Calls Need to Get Through

Answering the Phones When Certain Calls Need to Get Through

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Contracting with a live answering service requires establishing some parameters. For example, many of our clients in the legal sector prefer that certain calls get pushed through regardless of when they come in. Setting up the boundaries for such calls ensures that the attorney’s office maintains close contact whenever necessary.

What is true in the legal industry might also be true in property management, medical, and a few other industries. Here is the point: working with a live answering service capable of pushing through necessary phone calls at any hour of the night or day makes a significant difference.

Calls in the Legal Industry

It is not unusual for law offices to utilize live answering services both during and after business hours. An answering service mitigates the need for a full-time receptionist in addition to a call service overnight. An added bonus is being able to work with the call service to screen calls and forward them based on priority.

A good way to illustrate the point is to consider a client whose case is currently being litigated. Once litigation begins, things can start moving pretty quickly. An attorney does not want to miss a single phone call from the client. He arranges with his call service to make sure that all the client’s calls are pushed through while litigation is ongoing.

By the same token, the attorney could also be working on cases that are less urgent. Responding to calls in real time isn’t a priority for the clients involved in those cases. So instead of forwarding calls immediately, the answering service takes messages.

Calls Sometimes Need to Be Prioritized

The legal industry provides the perfect example for explaining the idea of forwarding certain calls but not others. Calls sometimes need to be prioritized in ways that don’t apply to other industries. Whoever answers the phone, whether it is an employed receptionist or an answering service, each call needs to be triaged independently. The person answering the phones needs to determine whether to forward a call, take a message, or try to help the caller right then and there.

This sort of thing takes experience. It also requires a certain amount of industry knowledge. You get both with Apello. If your business requires prioritizing certain calls over others, it is in your best interests to make sure that whoever answers the phones understands call triage.

Staying in Touch Matters

Our clients in the legal industry illustrate another crucial point in this regard: staying in touch matters. Attorneys need to be able to keep in touch with their clients, especially in the midst of litigation. But it’s not just the attorneys. Clients expect easy access to legal assistants, secretaries, and just about anyone else involved in their cases. If the office and client cannot stay in touch, bad things can happen.

Staying in touch is critical to any law office’s success. No client is going to trust an attorney and their staff if making contact proves difficult. But at the same time, the office needs to be discreet about how to address less urgent calls. Those calls cannot be allowed to interfere with more important matters.

Here’s what this all boils down to: regardless of the industry you’re involved in, you may have a need to prioritize calls so that the most important are always pushed through. A good answering service can do that. Apello certainly can. Our trained team members screen each and every call and prioritize them according to your standards. Your most important phone calls are pushed through immediately. The rest are managed according to priority.

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