Internal Transfers
Where do we transfer escalated callers?
Supervisor line
The first phrase of every call.
Answer phrase
If no other call type applies
All Else
A person admitted to practice law in at least one jurisdiction and authorized to perform criminal and civil legal functions on behalf of clients
Attorney/Lawyer
Wild Rose Country
Alberta
Hola, cómo estás, Spanish?
Spanish Line
indicates that an agent has executed his/her role successfully and fulfilled
Good Job
Having stated the answer phrase for the first time, please wait for 3-5 seconds and restate the answer phrase. Offer the disconnect disclaimer and disconnect the call.
No Response
A legal procedure for dealing with debt problems of individuals and businesses.
Bankruptcy
Beautiful
British Columbia
Client calls about their account
Client Services
Ensure you converse at a moderate rate of speech.
Approach the caller in a friendly and courteous manner. A smile in your voice is definitely a major plus point!
Tone of Voice
Caller: “I need documentation or contracts from my old case”
Existing Client call type
The group of persons selected to hear the evidence in a trial and render a verdict on matters of fact.
Jury
Yours to Discover
Ontario
Type of patch for supervisor line?
Allow the caller to present his/her concern and acknowledge accordingly.
Offer verbal nods when he/she provides additional details.
Active Listening / Acknowledgement
“I am an existing client, with a new case"
New client call type
An organization of lawyers.
Bar association
Land of Living Skies
Saskatchewan
Type of patch for client services?
When a caller exhibits frustration/dismay/disappointment ensure your approach demonstrates understanding and care with regards to his/her concerns.
Empathy / Mirroring
“I only have legal questions.”
New Client call type
A law that prevents anything said between an attorney and their client from being disclosed or forced to disclose.
Attorney-client privilege
Spectacular
Northwest Territories