FAQs You Asked We Answered - Legal Conversion Center

Are you 24/7/365?

Yes. Our conversion center is open 24 hours a day, 365 days a year.

Is your call center HIPAA compliant?

Yes. All of our software is HIPAA compliant. In addition, ALL of our Intake Representatives go through official HIPAA training and certification.

Do you offer Spanish language support?

Yes. Our call center is staffed with both English and Spanish-speaking Intake Professionals. If your law firm is doing any adverting to the Spanish speaking community, then Legal Conversion Center has the perfect solution for you.

Do you offer contract services?

Yes. At Legal Conversion Center, we provide contract services for all case and sub-case types.

Do you offer dead lead follow up services?

Yes, we offer dead lead follow up services. If you have a database of leads that need to be followed up on, we can help. Let our highly trained Legal Intake Professionals reach out to those leads and turn them into signed cases on your behalf.

How does your billing work?

At Legal Conversion Center, we believe in making our billing system as simple and easy to understand as possible. We offer an affordable flat rate per-minute, or flat rate per lead charge depending on your needs, with no minimums and no overage fees. Contact us for more details.

Do you have any long-term contracts?

No. Our services are provided on a month-to-month basis, and you can cancel at any time.

Do you offer contract services to personal injury firms?

Yes, and we pride ourselves on being the only company in the industry to offer this service. Please contact us for more information.

Is Legal Conversion Center owned by a law firm, attorneys, marketing company or legal consulting firm?

No. We have ZERO conflicts of interest. The information collected through our intake processes is your proprietary information and will not be shared with anyone other than you and the team at your law firm.

If there is a problem with my account who can I reach out to and how fast do you respond?

If there is a problem with your account you can reach out to your personal account manager and they will resolve the issue within one business day, including weekends. You will also have direct access to one or more of the Principals of LCC. You can rest assured that you will be able to reach someone quickly and get your issue resolved.

How long will it take to get my account set up?

The complexity of your account determines the length of the set-up process, but typically an account can be set up in 7-10 business days. Rush considerations can be accommodated, but please contact us for more details so we can better understand your needs.

Is there a deposit required to get started?

Yes. We require 100% refundable deposit. This amount is calculated by analyzing your anticipated usage for one months’ time.

What kind of quality assurance program does LCC have in place?

We monitor and listen to thousands of calls each month. These calls are graded on more than 30 different variables from voice quality to client acquisition success.

What are the benefits of outsourcing to a legal answering service?

By outsourcing to a legal answering service, more calls will be answered and more of your callers will receive exceptional service. They can reach a live agent regardless of whether they are calling during non-business hours or on the weekend. Your potential client will appreciate not having to leave a message or wait on hold for a long time. A missed call can result in lost leads, resulting in lost income for the law firm. Unless your staff is capable of handling all of the calls your company receives, callers may hang up and contact your competition.

How do legal call centers handle sensitive client information?

A legal call center handles sensitive client information with a great deal of care and responsibility. Confidentiality and security are ensured by strict protocols. Dedicated call center agents are trained to handle sensitive information discreetly, and security measures are in place to prevent unauthorized access.

What types of legal cases can a call center assist with?

Legal call centers can assist with intake for a variety of legal cases. Intake agents handle cases related to personal injury, workers’ compensation, immigration, family law, bankruptcy, real estate, and many other areas of law. Legal call centers provide information, schedule appointments, or connect callers with the right attorney or legal expert.

What services do legal call centers offer to attorneys and law firms?

Legal call centers provide a range of services to attorneys and law firms, including answering phones, taking messages, scheduling appointments, and offering 24/7 live support. As well as lead generation, legal research support, and managing overflow calls during peak times, they can provide specialized services.

How do legal call centers ensure prompt and efficient call handling?

Through skilled call agents, advanced routing technology, and streamlined processes, legal call centers ensure prompt and efficient call handling. As part of their goal of providing swift and effective communication support for attorneys and law firms, they employ trained professionals who are knowledgeable about legal terminology and procedures, implement call forwarding and queuing systems to minimize wait times, and maintain effective protocols for triaging and resolving calls.

What qualifications and training do call center agents have in dealing with legal matters?

Call center agents dealing with legal matters undergo rigorous qualifications and training. They typically possess a strong understanding of legal terminology, procedures, and ethics, often with a background in law or paralegal studies. Additionally, they receive specialized training to handle sensitive client information, demonstrate empathy and professionalism in communication, and effectively navigate legal-specific scenarios, ensuring a high level of competence in addressing the unique needs and concerns of attorneys and law firms.

How do legal call centers handle after-hours calls and emergencies?

The legal call center provides 24-hour coverage and rapid response protocols to handle after-hours and emergency calls. In addition to regular business hours, they have systems in place to answer calls after hours, during weekends, and on holidays. An on-call agent usually handles urgent matters and emergencies. Using predefined escalation procedures, the appropriate attorney or on-call personnel are notified promptly. As a result, clients receive timely assistance and urgent legal matters are handled outside of regular office hours.

Can legal call centers assist with call overflow during high-demand periods?

During high-demand periods, legal call centers can assist with call overflow. By deploying additional call agents and resources, they are able to handle an influx of incoming calls and minimize wait times. Attorneys and law firms can effectively manage increased call volumes without compromising the quality of client service, ensuring that no calls go unanswered.

Are legal call centers cost-effective compared to hiring in-house staff for call handling?

When compared to hiring in-house staff to handle calls, legal call centers are often more cost-effective. The cost of hiring, training, and maintaining an in-house call center can be avoided by outsourcing call handling to a specialized call center. Moreover, legal call centers provide flexibility in terms of scalability, allowing law firms to pay for services based on their needs and call volumes, resulting in potential cost savings.

How do legal call centers handle after-hours calls and emergencies?

Can legal call centers provide bilingual or multilingual support for diverse client needs?

A legal call center can provide bilingual or multilingual support to meet the needs of a diverse client base. Multilingual agents are often available so that they can communicate effectively with clients who prefer to communicate in languages other than English. Providing this capability enables law firms to serve a broader range of clients, including those with limited English proficiency, ensuring that legal matters can be communicated effectively regardless of a client’s language ability.

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