Key takeaways
- We do not rank vendors. We cannot verify claims about named companies, so we give you a way to check any of them.
- Test the service yourself with calls at different hours.
- Ask where call data goes and who can read it.
- Measure the result: calls answered, leads reaching your team, and signed cases.
What should you ask an answering service?
| Topic | Questions to ask |
|---|---|
| Training | Do operators know personal injury intake? How are they trained and monitored? |
| Script | Who writes the script? Can my firm approve and change it? |
| Hours and coverage | Is it 24/7? What happens at peak times? |
| Handoff | How do hot leads reach us, how fast, and by what means? |
| Confidentiality | Where are recordings and notes stored? Who has access? How long are they kept? |
| Pricing | Per minute, per call or monthly? What is the total at my volume, with all fees? |
| Contract | Length, exit terms, and what happens to my numbers and data if I leave |
| References | Can I speak with law firms of my size and practice area? |
How do you test a service?
- Call as a prospective client at 8 pm and on a weekend. Note how long it takes and how the operator handles you.
- Ask a hard question and check the operator does not give legal advice.
- Check how quickly the notes reach your team.
- Compare two or three services on the same script.
What do the ethics rules ask of you?
If a vendor handles calls from prospective clients, you remain responsible for supervising it and protecting client information. See the outsourcing guide and ask your ethics counsel what your state expects.
When is an answering service not enough?
An answering service picks up calls that come in. It does not call people who have just sent your ad form. For that, see AI voice assistant vs. answering service.
Want this worked out for your firm? The free 20-minute growth audit looks at your ads and how new leads are handled today, and you keep the written plan. Book my free growth audit.