When someone calls a law firm, they are often dealing with a stressful situation. They may be looking for answers or trying to understand their options. That first phone call is a potential client’s first impression of your firm. How well does your firm actually handle these calls?
The ABA Law Practice Division conducted a study where they had people posing as prospective clients. The “prospective clients” contacted small, consumer focused law firms. These findings were summarized in 2019 by Lawyers Mutual NC. The results showed several ways law firms may have been losing potential clients.
1 in 3
32% of calls went directly to voicemail, and 3 % went unanswered, meaning that roughly 1 in 3 callers did not get to speak to anyone.
72%
72% of callers were greeted using the firm’s name. The rest heard a generic greeting such as, “Law Firm” or something as brief as “Hello.”
6%
6% of callers received a curt or rude greeting.
11%
11% of calls lasted less than 10 seconds.
<10%
Fewer than 10% of prospective clients actually spoke with a lawyer.
42%
In 42% of cases, lawyers took three or more days to respond to voicemail messages and online inquiries.
While some of these numbers may seem minor when looked at individually, together they point towards a major issue: potential clients weren’t consistently receiving a timely and welcoming response.
Why This Happens
Attorneys are not trying to ignore potential clients. They’re often in court, meeting with clients, taking depositions, or already finished for the day. At a small firm, there may not be anyone available to answer every call.
But the person calling is unaware of what is happening behind the scenes. They just know that their call was not answered and this may be enough for them to reach out to a competing firm.
What To Check At Your Firm
- Who answers the phone during office hours? Who answers during lunch, after closing, and on weekends?
- Does the greeting identify your firm? This lets callers know that they have reached your firm.
- Are messages taken correctly? Make sure names, phone numbers, reasons for calling, and urgent messages are recorded accurately.
- How quickly are calls returned? Returning a call the same day can make a difference.
- How does your team sound on the phone? Calls should be welcoming and answered in a friendly tone.
Making Sure Your Calls Are Answered When You Are Unavailable
You are not always able to answer a call. You might be in court, with a client, or done for the day. But, that doesn’t mean a potential client has to reach a voicemail box. A live answering service can take your calls when your team is unavailable, greet callers using your firm’s preferred greeting, and relay messages so you can follow up.
Southern Voices Inc. provides live answering services around the clock, with real people answering calls 24/7 and experience supporting law firms. That means callers are guaranteed to always reach a live person who answers professionally and courteously, even when your office is busy.
Visit southernvoices.com or call 800-677-7406 to talk through what coverage could look like for your firm.
- Your firm: 9 AM–5 PM
- Southern Voices: nights, weekends, holidays
- Southern Voices: lunch hour
- Overflow backup whenever your lines are busy
Example schedule. You choose exactly which hours we cover.
Frequently asked questions
How can missed calls affect a law firm’s ability to acquire new clients?
When someone contacts a law firm, they may be reaching out to several different attorneys at once. If one firm answers promptly and another sends the caller to voicemail, the first firm has an opportunity to establish connection before the second one responds. A consistent call handling process helps firms avoid losing potential business.
What should a law firm consider when deciding whether to outsource phone answering services?
This depends on call volume, staffing, office hours, and how often attorneys are unavailable to answer calls. Firms should consider how many calls reach voicemail, how quickly they are able to return messages, and whether administrative staff are frequently interrupted by the phone. An answering service may be particularly useful when calls come in during court appearances, client meetings, lunch breaks, or after hours.
Can a live answering service support a law firm’s client intake process?
Yes. Depending on the service and your firm’s instructions, live agents can collect a caller’s name and contact information, record the reason for calling, identify urgent inquiries, and forward messages to the appropriate team member. This gives the firm an organized starting point for follow up.
Is a voicemail system enough for a small law firm?
Voicemail can work for routine messages, but it doesn’t give callers the opportunity to speak with a live person. Some prospective clients may opt to contact a competing firm instead of leaving a voicemail message. A live answering service offers a personal alternative by allowing callers to speak with a live person, even when the office is busy or closed.
What should law firms look for in an answering service?
Important considerations include: the professionalism of its agents, the ability to customize greetings and call handling instructions, the accuracy and speed of message delivery, and procedures for escalating urgent calls. Firms should also verify how the answering service handles confidential information, protects caller data, and supports the firm’s privacy and professional obligations.
