Top Reasons to Use Sales Reps for Law Firm Intake Specialists

Look beyond call center experience when searching for an intake specialist. Customer service experience working in these environments does not necessarily translate well into an attorney-centered intake specialist position. Seeking other options in experience and background can help your firm avoid some of the pitfalls associated with many customer service reps.

Sales Reps

Sales reps have experience engaging a client or prospect on the phone. They can quickly close sales and are not afraid of urgency. They can achieve the sales goals of the firm and perform better than the customer service rep due to their sales experience. Closing the sale drives them to perform better which can translate into more cases. Most sales reps already have performance expectations, a competitive mindset and training. The firm can hold them accountable by analyzing their metrics and compensating them to tap into their money-motivated mind.

Customer Service

Call center customer service reps do not have the same mindset as sales reps. Calling the center often gives you a rep that is not engaged, bored or friendly. These reps generally do not want to be there. In most cases, you have no option but to deal with them giving them the motivation to move the call forward. Oftentimes, they put customers on hold for extended time periods while offering little to no actual help. The rep feels no urgency in the situation. The chances that they take this attitude to your law firm position are high. They do not have the skills to transfer those lead calls into sales that grow your business.

Unlike a call center, law firms want their intake specialists to engage with their clients. They need the specialist to turn leads into cases that bring in the money. The more experience the specialist has in sales, the better they are able to do this with little training from the firm.