Have you ever been on intake calls with potential clients on the phone for what seems like ages, only to realize later that you could have wrapped up the conversation in a fraction of the time? That’s a common problem for law firms with ineffective intake processes, and it can be frustrating for both clients and employees. However, it doesn’t have to be that way. In this video, we’ll discuss tips for controlling intake calls and efficiently capturing crucial information. By implementing these strategies, you can optimize your intake process and provide a better overall experience for your clients.
Set Specific Goals and Follow a Script
The first step to efficient intake calls is setting clear goals and following a script. Before you pick up the phone, establish what information you need from the client and the overarching goal of the call. This could include identifying if the client has a viable case or collecting necessary contact and case information. By having a script to follow, your intake specialist can stay on track and control the conversation without going off-topic.
Active Listening During Intake Calls
Another way to control intake calls is by using active listening skills. Active listening means fully engaging in the conversation and focusing on what the other person is saying. Your intake specialist can guide the caller’s response and ask pertinent follow-up questions by actively listening. This can help keep the call on track and lead to a better outcome for both parties.
Digital Documentation Systems
A digital documentation system can help your intake team collect the relevant information efficiently and accurately. A well-organized system can remove the need for an extensive call script and guide your intake specialist. This can help your team maintain a high level of accuracy and improve your overall intake process.
Training and Support Sessions
Even if you have a well-planned process in place, it’s essential to train your team on how to control intake calls efficiently and effectively. Hosting regular training sessions can help keep your team updated on best practices and new strategies. Incorporating role-playing exercises that mimic real-world situations can help your intake specialist handle difficult calls more effectively.
Implement a Call Back System
Lastly, implementing a call-back system could be the key to controlling intake calls and improving your intake process. By leveraging a call-back system, your intake specialist can gather the essential information on the initial call, bring the conversation to a close efficiently, and follow up with the client later.
Controlling intake calls is essential for efficient and effective intake processes. By implementing a script, using active listening skills, using digital documentation systems, providing training and support to your intake teams, and implementing a call-back system, you can streamline your intake process and pave the way for a successful representation. Remember, your intake specialist is your client’s first point of contact with your firm, and how they handle the call could make or break your relationship with the client. Therefore, a solid intake process is critical for law firms hoping to improve their client interactions and overall success.
Work with a Rainmaker Intake Specialist Today
Improved intake will pay dividends down the road. Invest in better intake now, and you’ll enjoy impressive conversion rates and stronger relationships with your clients. Contact The Rainmaker Institute today by using our convenient online form.