The Role of Inbound Call Centres in Facilitating Access

A good reputation is a deciding factor for many clients looking for a law firm to help with their legal battles. In the legal industry, it’s common for potential clients to find lawyers through referrals or by reading client reviews.

One way to build a stellar reputation is by practicing good client communication. One way to build a stellar reputation is by practicing good client communication.

Clients trust you with a major event in their lives and they expect timely communications and frequent updates. However, this is easier said than done.

Challenges in Legal Client Communications

Communication is often a blind spot for most legal firms. You’re busy—buried in paperwork or hard at work researching a case—and you forget to return that client’s call and give an update. Or perhaps you’re a busy trial lawyer and you’re constantly on the go that it’s tough for clients to call and schedule an appointment.

Indeed, most cases don’t have anything new to report and their idleness is beyond your control. But for your clients, every second that they don’t know what’s happening counts. And every time their calls go unanswered, you leave them feeling frustrated.

The struggle to keep up with client calls and queries is real, and most lawyers are left exhausted by the constant back-and-forth involved. Not to mention that every call interruption breaks your concentration, making it harder to resume working and get things done.

How Legal Call Centres Help

Most firms will have a receptionist, but what happens when they clock off and go home? Or if there’s a barrage of calls and they’re busy doing other stuff to help win your case. That’s when legal call centre support comes in to help.

They help you to:

  • Never miss a call. Imagine being available 24/7 so clients can call at their convenience. That’s an instant competitive edge against other firms and a boost to client satisfaction. You can also easily secure leads day or night because there’s always someone ready to handle calls and book appointments.
  • Work without distractions. You can confidently block off times within the day to work uninterrupted knowing that there’s someone capable of handling your calls. Highly trained agents are equipped to answer legal queries, take messages, schedule callbacks, and more.
  • Gather all the information you need. Your time is precious so when a potential client calls with a case, you want to get all the details right away. Skilled agents are trained with legal intake so they can gather all the details and help you decide if you want a warm transfer or schedule a callback at a later time.

Tips for Maintaining Legal Compliance

We understand that most lawyers may hesitate to hand off their calls to a call centre due to concerns about privacy and legal compliance. But call centres have high standards that they follow to protect customer data.

Agents undergo rigorous legal training so they‘re well-versed in the legal nuances related to your practice and can handle customer concerns with confidentiality and privacy.

Call centres are also regularly audited to ensure their operations align with compliance standards, including the latest security protocols.

Additionally, you can take part in developing the script that agents use to keep them aligned with what your firm already uses. This creates a continuous experience for clients so they don’t feel the difference between talking to an agent and talking to someone from your office.


Providing exceptional law firm client service is possible with the help of legal call centres. With their help, you can streamline client communications, manage appointments, and boost your reputation. Get in touch with us to learn how we can help your business.

At On Call Centre , we deliver exceptional customer support 24 hours a day, seven days a week, 365 days a year—sometimes 366. On Call Centre has been providing tailored, fluently French/English bilingual answering services and call centre services to small business owners (professionals, trades) and customer support departments (government, high tech, property management, healthcare, emergency clients) serving Ottawa , Montreal and Toronto —and all over Canada —for almost 50 years.

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