Legal intake and pre-attorney qualification, done right.
Bilingual intake specialists trained in firm-specific protocols, CRM-integrated documentation, and structured pre-attorney qualification. Consistent branded experience across every office location.
Get a custom program proposal.
Share your scope and current performance baseline. We'll come back with a staffing model, a pricing estimate, and two reference calls in your industry.
The full scope of the program we run for you.
Legal intake is not receptionist work. It is the first qualification step that decides whether a case goes to an attorney. Our LPO programs are built around documentation accuracy, consistency, and brand-safe communication.
- Bilingual inbound legal intake
- Pre-attorney inquiry qualification
- CRM-integrated structured data capture
- Attorney-handoff protocols
- Consistent branded experience across multiple office locations
- Industries served: employment law, plaintiff litigation, consumer rights, personal injury
How it played out for one of our clients.
National employment law firm.
Inbound bilingual legal intake and pre-attorney inquiry qualification.
Rapid national growth. In-house intake team unable to keep up. Inconsistent client experience across locations.
Scaled from 6 receptionists to 24 intake specialists. 100% of inquiries qualified before attorney handoff. Consistent branded experience maintained firmwide during national expansion.
Built to clear enterprise security review.
Legal programs handle prospective client information, firm IP, and case-sensitive intake data. Controls reflect attorney-client privilege boundaries.
- SOC 2 Type II
- NDAs and acceptable use agreements executed before any system access
- RBAC with least-privilege on intake CRMs
- Call recording with retention policies aligned to client requirements
- Agent training on privileged-information handling
- Background screening on all intake specialists
- Data Loss Prevention controls at endpoint and network layer
Every agent sits inside a layered management structure.
These supervisor-to-agent ratios apply to every program of this type. For smaller accounts the support functions are shared resources; at sufficient scale they become dedicated to the account.
- 01Team Leader1 : 15
Day-to-day coaching, adherence monitoring, real-time floor support
- 02QA Analyst1 : 40
Flexes to 1:15 for intensive programs. Minimum 4 evaluations per agent per month.
- 03Trainer1 : 15
During ramp. Steady state runs at 1:60. Refreshers, policy rollouts, re-certification.
- 04Real-Time Analyst1 : 60
Queue monitoring, intraday adjustments, adherence alerts.
- 05Service ManagerAlways
Fractional included. Dedicated available at sufficient scale.
Visibility every day, not just at month-end.
Five cadences, five different audiences. Operations leaders see the floor in real time. Stakeholders see the program. Executives see the trend. The same data feeds all five views — just at the right level for each audience.
AHT, service level, abandonment, volume, conversion. Delivered every 1-2 hours plus EOD summary.
QA scores, conversion, attendance, adherence, open action items.
One-page performance scorecard with risk flags and action plan.
Prior month results, QA trends, action plans for next cycle.
Trend analysis, strategic alignment, capacity planning, roadmap.
Six phases. Three that decide whether the program works.
Every new program runs through the same six-phase model. Three highlights that matter most at program start:
~40-45 hours of classroom training delivered in one week, trainer-to-agent ratio 1:15
1-2 weeks of supervised nesting with go/no-go gate before full queue release
DMAIC root-cause analysis activated from Day 1 of pilot launch
Common questions, answered.
The questions enterprise buyers ask before signing. Don't see yours? Send it our way during the discovery call.
Yes. Receptionist services route calls. Our specialists qualify the inquiry, capture the facts of the matter in CRM, apply your qualification criteria, and either schedule an attorney consult or decline the case. The attorney only sees qualified prospects.
Intake that feeds your attorneys qualified cases, not raw calls.
Send us your call volume, current qualification criteria, and intake CRM. We will come back with a staffing model, a pilot plan, and a reference call with a comparable firm.