Call Rep - Court or Agency

Call Handling Protocol for Court or Government Agency

The call handler should politely ask the caller the following and take Detailed Notes:

Obtain the case number or client name they are calling about and make sure to add it to the notes.
Ask about the nature and urgency of your call regarding this case?

The call handler should take thorough notes on:

Attempt to Transfer the Call

Given the importance of calls from courts or agencies, the call handler should attempt to transfer the call to the appropriate attorney at the Firm:

“Thank you for that information. Let me see if they are available to speak with you directly.”

The call handler should then:

If Attorney is Unavailable

If the attorney cannot take the call, the handler should:

For example:

“I apologize, but [Attorney Name] is not available at the moment. May I take a detailed message? I assure you they will return your call as soon as possible. Is there a best number or time to reach you?”

Conclude the Call

The call handler should:

For example:

“Just to confirm, I have your message regarding [brief summary]. [Attorney Name] will return your call as soon as possible. Is there anything else I can assist you with today?”

Post-Call Actions

Immediately after the call, the handler should:

By following this structure, the law firm ensures that important calls from courts or governmental agencies are handled professionally and efficiently, maintaining strong relationships and avoiding potential issues due to missed communication.

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