screening telephone call steps
Pre-Call Preparation
- Access the firm's website or internal resources.
- Identify key practice areas relevant to the call.
- Note specific services offered within those areas.
- Be aware of recent achievements or notable cases.
- Check case management system for active cases.
- Review case summaries and status updates.
- Identify any recent developments or deadlines.
- Note important client details or case specifics.
- Gather relevant case files or documentation.
- Prepare templates for notes or follow-up actions.
- Ensure access to necessary software or tools.
- Organize materials in a logical order for easy access.
Receiving the Call
- Answer promptly with a friendly tone.
- State your name clearly.
- Use the caller's name if known.
- Make the caller feel welcome and valued.
- Politely request the caller's name.
- Ask for their phone number and email address.
- Confirm the accuracy of the provided information.
- Reassure them their information will be kept confidential.
- Inquire about the reason for their call.
- Listen actively and take notes.
- Clarify any unclear points with follow-up questions.
- Ensure you understand their needs before proceeding.
Initial Screening
- Greet the caller politely.
- Ask open-ended questions about the purpose of the call.
- Listen carefully to the caller's responses.
- Clarify if the inquiry pertains to legal matters or general questions.
- Inquire about the urgency of the situation.
- Ask if there are any deadlines or time-sensitive issues.
- Evaluate the nature of the inquiry for immediate legal implications.
- Prioritize calls that require urgent attention.
- Review the caller’s information against existing client records.
- Identify any relationships that may present conflicts.
- Ask probing questions to uncover potential conflicts.
- Document any findings for further review by an attorney.
Information Gathering
- Inquire about the nature of their legal issue.
- Ask how they found your firm.
- Determine any deadlines or time-sensitive matters.
- Identify if they have previously worked with an attorney.
- Gather any specific details related to the case.
- Use a structured format to categorize information.
- Record key facts and timelines mentioned by the caller.
- Note any emotional cues or urgency in their tone.
- Ensure legibility and clarity for future reference.
- Highlight any follow-up questions that arise.
- Paraphrase the caller's statements for confirmation.
- Ask follow-up questions for specific details.
- Confirm any legal terms or jargon used.
- Encourage the caller to elaborate on complex issues.
- Summarize critical points to validate understanding.
Assessing Fit
- Listen carefully to the caller's description of their issue.
- Identify key legal areas mentioned (e.g., family law, criminal defense).
- Compare the issue with the firm's practice areas.
- Determine if the firm has relevant experience or success in similar cases.
- Ask the caller if they seek representation or just advice.
- Explain the firm's process for taking on new clients.
- Evaluate the complexity of the case and resources required.
- Provide a brief overview of potential next steps if representation is feasible.
- Clearly communicate the firm's fee structure and billing methods.
- Discuss any retainer fees and what they cover.
- Be transparent about additional costs that may arise.
- Encourage the caller to ask questions for clarification.
Next Steps
- Outline the steps involved in the legal process.
- Clarify timelines and expectations for the client.
- Specify any information needed from the caller.
- Discuss potential outcomes and next phases.
- Determine the caller's availability and preferences.
- Suggest specific dates and times for the meeting.
- Confirm the method of communication (phone/in-person).
- Send a calendar invite or reminder as needed.
- Identify required forms specific to the caller's case.
- Explain how to fill out the forms correctly.
- Email or mail the forms along with instructions.
- Ensure the caller knows the deadline for submission.
Closing the Call
- Express genuine appreciation.
- Use a friendly tone.
- Acknowledge the importance of their inquiry.
- Summarize key points discussed.
- Clarify responsibilities and timelines.
- Ensure mutual understanding of what happens next.
- Invite questions in a welcoming manner.
- Listen actively to any concerns.
- Provide clear and concise answers.
Post-Call Documentation
- Include date, time, and duration of the call.
- Note the caller's name and contact information.
- Summarize key discussion points and client concerns.
- Document any commitments made by the firm or client.
- Ensure accuracy and clarity for future reference.
- Identify issues requiring prompt attention.
- Use a designated flagging system in the firm’s software.
- Assign tasks to the appropriate team member.
- Set deadlines for follow-up actions.
- Notify relevant parties about the urgency.
- Cross-reference information provided during the call.
- Update client records with new details or changes.
- Ensure all required fields are filled out accurately.
- Verify compliance with firm policies and regulations.
- Save changes and document the revision date.
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