Improving First Call Resolution in Law Firms with Advanced Routing

Posted In | CRM | Help Desk | Calling Solution | Law Firms

First call resolution (FCR) is an important metric for any organization that relies on phone calls for client service. It measures the percentage of calls where the client's query or problem is resolved during their initial call. For law firms, improving FCR can lead to enhanced client satisfaction, increased efficiency, and higher profitability.

 

What is Advanced Routing?

Advanced Routing is a technology used in call centers to ensure that incoming calls are directed to the most appropriate agent or department. It uses different algorithms and criteria, such as the caller's number, the reason for the call, and the skills of the available agents, to route calls effectively. In a law firm, advanced routing can help connect clients with the right legal expert or department, improving FCR and overall client service.

 

How Can Advanced Routing Improve FCR in Law Firms?

Advanced routing can significantly improve FCR in law firms in several ways:
 

1. Connecting Callers to the Right Expertise

Each legal case requires a specific expertise. With advanced routing, calls can be directed to the right legal expert at the first attempt. For instance, a call about a family law case can be routed directly to a family law expert, reducing the need for callbacks.
 

2. Reducing Hold Time

By routing calls to the most appropriate agent, advanced routing can reduce hold times. Clients are less likely to hang up in frustration, leading to a higher chance of first call resolution.
 

3. Improving Agent Efficiency

Advanced routing can help agents work more efficiently. By ensuring they only receive calls that match their skills and knowledge, they can resolve issues more quickly and effectively.

 

Implementing Advanced Routing in Your Law Firm

Implementing advanced routing in your law firm involves several steps:
 

1. Identify your needs

First, you need to identify your law firm's needs. What types of calls do you receive? What expertise do your agents have? What are your busiest times? This information can help you design an effective routing strategy.
 

2. Choose the right technology

There are many advanced routing solutions available, so you need to choose the one that best meets your firm's needs. Consider factors such as cost, ease of use, and integration with your existing systems.
 

3. Train your staff

Once you have chosen a solution, you need to train your staff to use it. This includes not only your agents but also your IT staff, who will need to maintain and troubleshoot the system.
 

4. Monitor and adjust

Finally, you need to monitor your new system and adjust as necessary. Advanced routing is not a set-it-and-forget-it solution. You will need to continually optimize it to ensure it meets your clients' and your firm's needs.

 

By implementing advanced routing, law firms can significantly improve their first call resolution, leading to happier clients and a more efficient operation. However, it requires careful planning, the right technology, and ongoing monitoring and adjustment to be successful.