New client intake
Answer new matter inquiries with your approved intake script, capture caller details, matter type, jurisdiction, and key dates, then route the lead to the right attorney or practice group.
Industry support
Legal Call Center Services for Law Firms and Legal Teams
Legal call centers answer the calls a law firm cannot afford to miss. Outsourced legal intake covers new client inquiries, consultation scheduling, conflict pre-screening questions, case status calls, and after-hours coverage so potential clients reach a person instead of voicemail.
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What we support
Services for legal teams.
Legal call center support for new client intake, conflict pre-screening, consultation scheduling, case status updates, and after-hours coverage.
Conflict-of-interest pre-screening
Collect the party names, opposing parties, and matter details your firm needs to run a conflicts check, and flag anything questionable before a consultation is scheduled.
Consultation scheduling
Book initial consultations directly into attorney calendars, confirm appointments, send reminders, and handle reschedules so fewer prospective clients drop off before they are seen.
Case status and update lines
Handle routine status calls from existing clients using the information your team makes available, and escalate anything requiring legal judgment to the assigned paralegal or attorney.
After-hours and weekend coverage
Keep the firm reachable outside business hours for urgent matters, arrests, accidents, and time-sensitive inquiries, with clear rules for what warrants an immediate attorney callback.
Bilingual and Spanish-language intake
Take intake calls in Spanish and other languages so language is never the reason a qualified matter goes to another firm.
Billing and payment inquiry support
Answer routine questions about invoices, payment plans, and retainer balances using the information your billing team approves, and escalate disputes.
Overflow and disaster-recovery coverage
Absorb call spikes from advertising campaigns, verdicts, weather events, or staff absence so the main line keeps being answered.
Intake reporting and call quality reviews
Report calls received, answered live, average wait, consultations booked, and matters screened out, with recorded-call reviews so intake quality is measured instead of assumed.
Legal support
Legal call center services built around intake, not just call volume.
Most legal matters begin with a phone call made at a stressful moment. If that call goes to voicemail, the caller usually dials the next firm on the list. Legal call center support keeps a trained person on the line during business hours, after hours, weekends, and overflow periods when your staff is already on other calls.
Our legal support team works from intake scripts your firm approves. Callers are greeted consistently, screened against the questions you define, scheduled into the right calendar, and passed to your attorneys with complete notes. Agents capture information and follow your instructions; they do not give legal advice, quote fees, or form an attorney-client relationship on your behalf.
Because intake rules, conflict questions, practice areas, and escalation paths differ by firm, every workflow is documented with you before the first call is answered, then reviewed against call recordings and quality checks as volume grows.
Where legal teams usually start
The support areas handed over first, in the order most teams add them.
- 01New client intake
- 02Conflict-of-interest pre-screening
- 03Consultation scheduling
- 04Case status and update lines
Scope is confirmed with you before launch. Start with one area and add the rest as coverage settles.
Built around demand
Scale coverage without rebuilding your team.
Start with the support areas you need most, then expand hours, channels, or scope as customer demand changes.
Common setup needs
- Inbound and outbound coverage
- Documented workflows and escalation rules
- Quality reviews and performance reporting
Go deeper
Services, delivery, and further reading.
Free consultation
Get a legal support plan, not a sales call.
Tell us the legal work that is consuming your team's time and we will map the coverage, team size, and reporting it needs.
- A scoped legal coverage plan
- Team size, hours, and escalation rules confirmed up front
- No obligation and no cost for the consultation
FAQ
Legal outsourcing, answered directly.
Common questions about outsourcing legal support.
Agents handle intake and scheduling only. They answer new inquiries with your approved script, capture contact details, matter type, jurisdiction, and key dates, collect party names for your conflicts check, book consultations, and relay routine status information your team has made available. They never give legal advice, assess whether a caller has a case, quote fees, or form an attorney-client relationship on your behalf. When a caller asks for an opinion, the agent explains that an attorney will address it and records the question. Everything requiring legal judgment begins and ends with your firm.
Lawyers have a professional duty to supervise nonlawyer assistants, and that duty extends to outside vendors doing work for the firm. Practically, that means you approve the intake script, define what agents may and may not say, review samples of their work, and correct problems. We support this by documenting the workflow with you before the first call, making recorded calls available for review, and reporting on intake outcomes. Your state bar's guidance governs the specifics, so confirm your obligations with it or with ethics counsel. We do not provide legal or ethics advice.
Callers often share sensitive facts before they are clients, so agents collect only what your script requires and enter it directly into your intake system or case management software, such as Clio or a similar tool you use. We apply controlled access, confidentiality practices, and role-based workflows, and agents assigned to your firm are trained not to discuss matters outside the account. How confidentiality and privilege apply to prospective-client communications handled by a vendor is a question for your firm, and we will sign the confidentiality terms you require.
Agents gather the information your conflicts process needs: the caller's name, opposing and related parties, the matter type, and other identifiers you specify. They do not make a judgment on whether a conflict exists. The details go to your firm, where your staff checks them against your records and decides. You can instruct agents to limit the facts a caller shares until the check clears, which reduces the risk of receiving confidential information from an adverse party. Consultations are scheduled before or after the conflicts result, according to your rule.
Yes. Our teams work every day of the year, so your firm can be reachable on nights, weekends, and holidays, and overflow coverage can absorb the surge that follows an advertising campaign or news event. You define what counts as urgent, for example an arrest, an accident the same day, or an approaching deadline, and who receives the immediate callback request. Everything else is booked or queued for the next business day with complete notes. Spanish-language intake is available. Hours, overflow triggers, and on-call rules are set during scoping.
After the discovery call, a project manager maps your intake process by practice area: the questions asked, the facts that qualify or disqualify a matter, the calendars involved, and the escalation path. Agents are trained on that material, on tone for callers in distress, and on the firm limits around legal advice and fees. Criteria change, so you name a contact who sends updates when you add a practice area or stop taking a case type. Call reviews compare live intakes against the script, and results appear in reporting on the rhythm agreed up front.
Ask to hear how an agent responds when a caller pushes for legal advice, because that answer reveals the training. Ask how the script is documented and changed, whether calls can be reviewed, how intake data reaches your system, and how agents are kept from discussing your matters elsewhere. Ask what reporting shows, such as calls answered live, consultations booked, and matters screened out. Ask who manages the account. Be cautious of any provider that offers to qualify cases using its own judgment; qualification criteria should come from your attorneys.
Keep intake in-house when the first conversation itself requires legal judgment, as in some complex commercial or highly sensitive matters where a lawyer needs to decide in real time what to ask. It is also the wrong move if no attorney is willing to own the script and review the work, since supervision cannot be delegated along with the calls. Firms with very low call volume and a reliable receptionist may not need it. Outsourcing helps most where missed calls, slow callbacks, and after-hours inquiries are costing the firm clients.
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