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Case Study - Solicitors Firm

As a solicitors firm, you know how important it is to be available for your clients and potential clients. You have worked hard to build a reputation of excellence, professionalism and reliability in your field. But what happens when you are too busy to answer the phone? What if you miss an important call from a client who needs urgent advice or a new enquiry that could lead to a lucrative case?

That was the problem faced by one of our clients, a large solicitors business dealing with all aspects of legal work for a variety of clients and individuals. Their business thrived on its reputation of always being there to help and deal with clients’ problems quickly and efficiently. However, with that kind of reputation, came a demand and before long the number of calls coming in was exceeding their ability to get to the phone on time and they were missing phone calls especially when their staff were at lunch.

They knew they needed a solution that would ensure they never missed a call again, but they also wanted to maintain their high standards of customer service and professionalism. They did not want to rely on an impersonal voicemail system or an inexperienced call centre that would not understand their business or their clients.

That's why they approached us at Virtual Business Centre, based very much on a recommendation from another client. We are a UK based office with a dedicated team of mature professionals who are able to accurately and concisely deal with clients' messages - with each call answered in your businesses name, we are a remote reception for your business when you are not able to answer the phone.

We set up a bespoke service for the solicitors firm, tailored to their specific needs and preferences. We trained our team on their business profile, their services, their staff names and their frequently asked questions. We also agreed on a script and a protocol for handling different types of calls, such as urgent matters, appointments, enquiries or complaints.

The solicitors firm constantly have their phones set to overflow to us so when their lines are all busy, no calls go missing and they can continue to live up to their reputation as one of the very best solicitors in the country. We take detailed messages from the callers and email them to the relevant person or department within minutes. We also transfer calls to the solicitors' mobiles if they are available and wish to speak to the caller directly.

The feedback from the solicitors firm has been very positive. They have noticed an increase in customer satisfaction, retention and referrals. They have also been able to capture more leads and convert more enquiries into cases. They have told us that our service has been invaluable for their business growth and success.

If you are a solicitors firm or any other business that needs a reliable, professional and friendly call answering service, we can help you too. For more information about how we can help please call us on 01666 511340, use our contact form or email