Call center for a legal company

Oki-Toki — a cloud service that allows any legal company to organize its contact center with minimal effort and cost. We offer a ready-made solution, adapted to the needs and specifics of lawyers’ work.

With Oki-Toki, you can launch your call center in just a few days or even hours (provided you already have employees ready to perform as agents). You don’t need to spend significant funds on purchasing software and equipment, as you likely already have computers. We will connect you to our cloud service and configure all the necessary tools for the contact center of lawyers.

Why do lawyers need a contact center?

If a legal firm seeks to maintain constant contact with clients and promptly pass on important messages, then organizing a well-functioning call center will be very useful.

A missed call often equals a lost client. Even if your legal firm was chosen based on a recommendation, the absence of a response or a callback can hinder the initial establishment of a relationship. With Oki-Toki, you can dial-back missed calls as quickly as possible or send a message about the time for a callback. This will help your company attract new clients and expand your client base, despite the workload of your lawyers and secretaries.

For a legal company, it’s important to maintain a sense of significance and uniqueness for clients. An automatically opened customer card in Oki-Toki will allow you to immediately understand which client is calling, even if you last contacted them several years ago. Customizable fields in the form will enable you to adapt the contact center to the needs of a legal firm. Entering in the card data about key moments of cooperation will allow you to quickly provide an answer about the state of affairs, deadlines, and planned consultations.

If you are already using a CRM for a legal company, integrating it with Oki-Toki will simplify your work and make it as comfortable and predictable as possible in the legal sphere.

Using “Oki-Toki”, you can organize a contact center for lawyers, regardless of the number of agents. One day it might be only the secretary, and on the next day, all employees of your company can connect to the system, receive calls, and provide consultations. “Oki-Toki” allows you to dial clients for news, reminders, and clarifications. It’s a flexible solution that will help your company communicate effectively with clients and provide quality services. 

We offer simple registration, training, technical support, payment per day or regular payments, so you can fully utilize the capabilities of our service.

What tasks of a legal firm’s call center will Oki-Toki solve

• Processing calls and communication with clients: Oki-Toki automatically receives calls from clients and directs them to the appropriate lawyers. The system allows recording conversations for analyzing the communication process with clients.
• Call management: Agents of the legal services call center can create conferences, redirect calls, and put clients on hold.
• Chat with clients: Lawyers will be able to communicate with clients and partners in chat, provide consultations on issues, clarify information, and promptly respond to requests. For instance, clients can write in a chat on a website or in a messenger, and lawyers will respond through the Oki-Toki chat system.
• Distribution of calls among specialists and departments: In Oki-Toki, you can effectively distribute calls between specialists and departments of the call center. Clients will be directed to the right lawyer or department using an automatic system, which ensures a fast and accurate resolution of legal issues.
• Reducing the workload on the secretary: Agents of the call center of a legal company can take applications and schedule clients for consultations in the office. All data will be entered into the CRM system of lawyers accessible to employees – managers, lawyers, the director.
• Notifications by e-mail and SMS: This will inform clients about changes, important notifications, changes in working hours, etc. Mailings through email and SMS will help maintain contact with clients and ensure effective notification about the firm’s current activities.
• Attracting new clients: There is the possibility to set up an automatic dialer for clients who previously sought consultation, left requests on websites, or asked questions to receive free legal assistance. 

Oki-Toki will help ensure the round-the-clock operation of the hotline, including weekends and public holidays, to not miss calls from clients. We will save information about each incoming call, and missed ones can be programmed for a dialer when agents become available on the line.

Oki-Toki functionality for a legal services call center

We offer a wide range of tools, reporting, and settings which will allow you to maximally adapt the system for your tasks:

• Virtual PBX: The cloud-based call center allows setting up a virtual automatic telephone exchange (PBX) without needing to purchase expensive equipment. All work is done from a web browser, ensuring flexibility and cost-saving. 
• Voice Menu (IVR): The Interactive Voice Response (IVR) voice menu will help structure the call chain, creating a primitive virtual agent. By pressing buttons on the phone (DTMF signals) or voice recognition, clients can move through menu sections and go to the needed specialist or department. 
• Recording calls and transcript: Oki-Toki stores call recordings, and dialogues with clients are displayed as transcripts, allowing for the analysis of conversations with clients. These recordings can serve as important evidence in case of disputes or the need to confirm discussed terms and agreements.
• Reporting: In the Call Journal, all data on communication with clients is stored: phone numbers, agents, date, time, and duration of the call, as well as CRM form data. In the report, you can listen to the conversation, view the transcript, and also download calls.
• Omnichannel: Unlike many fields of activity, lawyers must be ready to communicate with clients through different communication channels they prefer. Implementing an omnichannel approach ensures smooth information exchange with instant access to the history of previous inquiries, regardless of the communication channel used (calls, email, messengers, website chat, etc.).
• Voice mailings: In Oki-Toki, there’s the possibility to send clients voice messages, recorded by a narrator or synthesized by a robot. Using such mailings will help simplify dialing clients for issues that do not require contact with lawyers or attorneys, i.e., automate routine communications. For example, a voice robot can inform a client about the case status or a change in the court session date.
• Callback for lost calls: This is a dialer mode for “lost” clients who could not get through. The dialer will automatically dial-back subscribers a set amount of times within a specified period. In Callback calls, a specific employee can be assigned to a client, promoting more personalized service. 
• Integration with CRM: With Oki-Toki, you can use either an existing CRM for a legal firm or take advantage of the built-in one provided within our service. This will help your legal firm to manage the client base more effectively, track essential data, and interact with clients. You will be able to save and organize information about clients, cases, and contacts, track the history of communication, plan tasks and actions, greatly simplifying the work process and increasing the efficiency of your legal practice.

To use the service from Oki-Toki – leave an application on our website. Don’t postpone it – start implementing a ready solution for your lawyers’ call center today!