Missed Call Backs

DK Law Group Missed Call Callback Procedure

Step 1: Preparation Before the Call

1. Check Clio

   • Look up the caller's number or name in Clio to determine if they are an existing client or someone the firm has previously communicated with.

2. Verify the Call Log

   • Check the call log to ensure the caller has not already been spoken to regarding the same issue. Avoid duplicating responses or follow-ups.

Step 2: Returning the Call

Use the following script when making the call:

"Hi, this is Sophia with DK Law Group. I'm returning your call on behalf of Attorney Khan. How can I assist you?"

Step 3: Handling the Conversation

• New Inquiry:
  If the caller is a new potential client, follow the firm’s intake procedures to gather necessary details and begin the intake process.

• Existing Client:
  If the caller is an existing client:

  • Try to address their questions or concerns to the best of your ability.

  • If you cannot answer their questions or need further input:

    • Option 1: Schedule a call with Diana if necessary.

    • Option 2: Inform the caller that Diana will follow up via email. Use this phrasing:
      "Diana will review this and follow up with you via email shortly."

Step 4: Documentation

• After the call, document the conversation in Clio. Include:

  • The caller's name and details of the inquiry or issue discussed.

  • Actions taken (e.g., scheduled a call with Diana, noted for email follow-up, etc.).

• After the call document the conversation in the Call log

Key Notes

• Always maintain a professional and courteous tone.

• If unsure about how to proceed during the call, politely let the caller know you will get clarification and follow up promptly.

• Ensure prompt communication of any urgent matters to Sophia.