What Is Call Coaching?

Call Coaching is an important part of growing a small law firm. It is the process of reviewing phone call data to identify the opportunities to close more business on phone calls and get more cases. The Lab Coat Marketing version of Call Coaching is when one of our marketing strategists reviews phone call data and takes note of which calls are actual leads. If there are any opportunities to get more cases by handling the phone call a little differently, those recommendations will be passed off to the attorney. Having a system like this has proven to increase caseload and revenue dramatically. 

One of the most common insights solo or small law firms will get from analyzing their phone call data is unanswered calls. We have identified that on average, a solo or small law firm will have 20-50% of phone calls go to voicemail. The problem with allowing calls to go to voicemail is that people do not leave voicemails when looking for an attorney. When someone is going through a serious situation and is looking for an attorney online, they will call the next attorney if you do not answer the phone. 

When Google is making their determination on which law firm to show over the other, they evaluate what experience the prospect is having with each firm. If a law firm does not answer phone calls or provides a poor user experience online, then Google will show that firm less often. On the other hand, the firm that provides the best experience to users online and over the phone will get more and more exposure. Not only are you missing business opportunities by not providing the best experience over the phone, but you are hurting your firm's long term success with Google as well.