Call Patching versus Call Transfer

Assess the benefits of call patching vs. call transfer by comparing the two. Law firms and legal organizations must find balance between managing their current client base and acquiring new clients. This can put strain on in-house staff as they seek to balance their daily tasks with the needs of potential clients. Legal intake often involves a constantly-evolving process of answering calls, call patching, call transfers, collecting information, and obtaining signed agreements. 

Having a dedicated intake team can alleviate stress and ensure that current and potential clients’ needs are all met efficiently. Outsourcing law firm intake services can further improve efficiency and open new doors to get more leads, and for leads to turn into quality paying clients.

What Is Call Patching And How It Works?

Call patching, also known as call bridging or call forwarding, is a telecommunications feature that allows incoming calls to be redirected or forwarded to another phone number. It essentially enables the rerouting of calls from one phone number to another, ensuring that the intended recipient can receive the call even if they are not available at their primary phone.

Process

When call patching is activated, the incoming call is initially directed to a call patching service or a central switching system. This service then forwards the call to the designated phone number or numbers based on predetermined rules or instructions. These rules can be set up to redirect calls to multiple numbers simultaneously or in a sequential order until someone answers the call.

Benefits

Call patching can be useful in various scenarios. For instance, businesses often utilize call patching to ensure that customer calls are never missed, even when employees are away from their desks or busy on other calls. It allows businesses to maintain their availability and offer uninterrupted customer service.

Similarly, individuals may employ call patching to ensure that they don’t miss important calls, especially when they are expecting urgent or time-sensitive communication. By redirecting calls to alternate phone numbers, such as mobile devices or voicemail, they can remain accessible even when they are not at their primary phone.

 What are Call transfers And How It Works?

Call transfers, also known as call forwarding or call transfer, is a telecommunications feature that allows an ongoing call to be transferred from one phone to another. It enables the seamless handoff of a call from the original recipient to another party, ensuring continuity and efficient communication.

There are typically two types of call transfers:

• Blind Call Transfer: In a blind call transfer, the original recipient transfers the call to another party without speaking to them first. The original recipient simply initiates the transfer and hangs up, allowing the call to be automatically redirected to the designated phone number. The original recipient has no further involvement in the call.
• Attended Call Transfer: In an attended call transfer, the original recipient places the caller on hold and then dials the number of the party to whom they wish to transfer the call. Once the second party answers, the original recipient can inform them about the call and transfer the connection. They can also choose to remain on the line to introduce the parties or provide any necessary information before disconnecting.

Process

The call transfer process works through the use of call signaling protocols and telecommunication infrastructure. When the original recipient initiates a call transfer, the ongoing call is typically placed on hold, and the signaling system sends a message to the switching system or central server instructing it to redirect the call to the specified phone number. The switching system then establishes a new connection with the transferred party, either directly or by dialing the designated number.

Once the call transfer is complete, the original recipient’s involvement in the call ends, and the transferred party takes over the conversation with the caller. The transferred party may continue the discussion, gather information, or provide assistance as required.

Benefits

Call transfers are commonly used in various scenarios. For example, in a business setting, call transfers allow receptionists or customer service representatives to transfer calls to the appropriate department or employee. This ensures that callers reach the desired person without the need for the caller to hang up and dial another number.

Comparison of Patching and Transferring Calls

Call patching and call transferring are two common methods of connecting callers to business representatives. While they share some similarities, there are also some key differences between the two methods.

• Call Patching: Call patching is a process in which a caller is connected to a business representative in real time. The call is routed through an answering service or virtual receptionist, who then connects the caller to the appropriate representative.
• Call Transferring: Call transferring is a process in which a caller is connected to a business representative after being placed on hold. The call is routed directly to the representative’s phone line, and the caller is not able to speak to the answering service or virtual receptionist.

Here is a comparison of call patching and call transferring:

The best method for you will depend on your specific needs and requirements. If you want to provide a high level of customer service and make it easy for callers to get in touch with the right person, call patching is a good option. If you want to save time and money on answering service fees, call transferring may be a better choice.

Why is Call Patching Important for Legal Firms?

While law firms operate during business hours, clients who are in need of help may realize they need help at all hours of the day or night. When there is no one there to answer a call, the client could look for help elsewhere. Additionally, law firms that run marketing campaigns can become easily overwhelmed with calls and emails. Call patching can reduce the risk of losing leads and increase conversion rates.

Here are some ways that call patching can help law firms capture more leads and convert more clients:

• Client Service: Law firms strive to provide excellent client service and ensure that their clients’ needs are promptly addressed. Call patching allows firms to answer incoming client calls regardless of the location or availability of individual attorneys or staff members. By forwarding calls to appropriate personnel or alternative contact numbers, legal firms can maintain a high level of accessibility and responsiveness.
• Emergency Situations: In urgent situations or emergencies, it is crucial for law firms to be reachable. Call patching enables immediate forwarding of calls to designated on-call attorneys or staff members, ensuring that critical matters are attended to promptly. This feature is particularly valuable for after-hours or weekend calls when the firm may have reduced staffing.
• Mobility and Flexibility: Attorneys and staff members in legal firms often have mobile work arrangements or may need to travel for client meetings or court appearances. Call patching allows calls to be seamlessly redirected to their mobile devices, ensuring that they can stay connected and address client inquiries even when they are away from the office.
• Call Tracking and Analytics: Some call patching services offer call tracking and analytics features. Legal firms can gain insights into call volumes, call duration, peak call times, and other metrics. This data can be useful for evaluating the effectiveness of marketing campaigns, assessing staff performance, or making informed decisions about resource allocation.

As you can see, there are many benefits to call patching services. Outsourcing call patching can help free up a law firm’s in-house staff, while providing effective and reliable client services.

Getting Call Patching for Your Legal Firm

If you are considering whether call patching is a good option for your law firm, contact Legal Conversion Center to learn more. At LCC, we offer a full range of legal firm intake services, including answering services, call patching, contract acquisition, web response, Spanish support, and more. With our fully customizable services, you can expect your law firm to get more quality leads and conversions than ever before.