How Legal BPO Services Can Enhance Client Satisfaction

As someone who operates or works in a law firm, you naturally want to keep your clients happy. Satisfied customers mean repeat business and referrals. One way to keep them satisfied is through Legal BPO (Business Process Outsourcing) services.

According to McKinsey, 55% of companies already outsource part of their customer care operations. Among those, 47% of businesses plan to increase their outsourced services in the coming years. That’s a game-changer in a field where client satisfaction directly translates to revenue.

In this article, we’ll dive into how Legal BPO Services can significantly boost client satisfaction. We’ll show you how it improves communication, speeds up response times, and provides access to specialized expertise. These benefits not only keep your clients happy but also give your firm a competitive edge. Let’s get started!

What are Legal BPO Services?

Let’s begin with the basics. Legal BPO services involve outsourcing various ‘minor’ legal tasks to external providers. Think of work like document review and paralegal support. By offshoring these functions, your practice can primarily zero in on representing clients and strategizing cases.

LPO services offer flexibility, efficiency, and cost savings, making them a great choice for many law firms. We’ve mentioned examples of tasks you can assign for legal process outsourcing (LPO). Here are simple explanations of why this approach works on these tasks:

5 Key Factors Influencing Client Satisfaction for Law Firms

Client satisfaction in the legal world boils down to a few key factors. Let’s break these down to see how outsourcing them can make a difference:

1. Effective Communication

Clients expect clear, consistent, and timely communication from their legal representatives. We know that miscommunication can lead to misunderstandings and frustration. Legal BPO services help maintain seamless correspondence by ensuring all interactions are handled professionally and promptly.

For example, you can delegate client communication management to an offshore company. Then, they implement a system where clients receive regular updates via email and phone calls. Your clients will appreciate your proactive approach in keeping them informed.

2. Quick Response Times

Law.com reported that around a third of law marketers said their firms lost out on a client opportunity because they didn’t respond quickly enough. This goes to show how response time is crucial in the legal field. Clients want their issues addressed quickly so delayed responses can also erode trust and confidence. 

Outsourcing services enhance response times by providing dedicated teams that handle client inquiries and requests swiftly. Your internal team won’t need to multi-task and take care of extra comms.

3. Specialized Expertise

Clients often seek legal services for specific issues that require specialized knowledge. Having access to experts in various legal domains enhances the quality of service provided. When you offshore, you gain access to a broad pool of specialized talent. This guarantees that your clients receive expert advice and solutions.

For instance, if you’re a practice specializing in intellectual property law, you’d need a team of IP experts. Some specialized LPO companies can find and vet the professionals you need. You can then deliver high-quality IP legal services to your clients. This can also lead to more referrals which, according to Harvard Law School, is the most efficient way for lawyers to get work.

4. Accuracy and Reliability

Clients trust their legal representatives to provide accurate and reliable information. Any errors or inconsistencies can have serious consequences. If you outsource these detail-oriented yet tedious tasks, you can avoid the risk of errors and disorganization. 

5. Personalized Service

Clients appreciate personalized attention and tailored solutions to their legal issues. Generic, one-size-fits-all approaches can leave them feeling undervalued. Outsourcing can offer personalized support by allocating resources to understand and address each client’s specific needs.

How Legal BPO Services Improve Communication

Let’s elaborate more on how effective communication is essential in legal companies. When you go the LPO route, here’s how it can improve how you engage with clients and staff:

• Streamlined Processes. Outsourcing tedious work helps streamline your internal processes, allowing your existing team to focus more on your clients. This way, your clients get timely updates and responses.
• Dedicated Support Teams. LPO providers often have dedicated support teams that handle interactions. This means anyone involved has a consistent point of contact who understands their case and can provide accurate information.
• Advanced Technology. Many Legal BPO firms use advanced communication tools and platforms to manage interactions. These technologies facilitate seamless interactions so everyone is always in the loop.

Enhancing Response Times with Legal BPO

As we’ve mentioned, response times in this field can make or break an opportunity. Legal BPO helps you respond to client needs promptly through:

• 24/7 Support. Many LPO companies offer round-the-clock support, ensuring that inquiries and issues are addressed immediately.
• Efficient Workflow Management. BPO partners use workflow management systems to prioritize and handle tasks quickly. It lessens bottlenecks and checks if client requests are processed properly.
• Resource Allocation. When you outsource ancillary work, you can put more focus on directly helping clients. This means you can respond to client inquiries and issues more effectively.

Providing Specialized Expertise Through BPO

We’ve also said that the legal sector requires people with advanced knowledge in various fields. Here’s how you can access experts through offshoring:

• Broad Talent Pool. LPO agencies access a vast talent network with expertise in various legal domains. This lets your clients receive expert advice and solutions tailored to their specific needs.
• Continuous Training. Outsourcing companies normally invest in continuous training and development for their staff. This means clients benefit from the latest legal knowledge and best practices.
• Specialized Services. Whether it’s intellectual property law, corporate law, or compliance, partnering with the right firm grants you access to specialists. Your clients receive accurate and specialized legal support.

Real-Life Examples of Enhanced Client Satisfaction

There have been some cases where legal BPO services exceeded client expectations:

Remote Services Delivering Exceptional Results

In 2021, the Legal Services Consumer Panel surveyed consumer satisfaction with legal services. This was in the midst of the COVID-19 pandemic. They discovered that even though remote services were being provided, clients’ satisfaction levels were very high. 

Specifically, the survey found that 89% of the 3,500 respondents were pleased with the legal services. This was even though they were delivered remotely due to the restrictions in place. Most consumers even emphasized that the advice they got was good value for money. 

Sarah Chambers, chair of the panel, encouraged providers to continue to keep being creative in how they deal with clients. Even though people shop around more these days, they still rely most on past experiences and personal recommendations when picking service providers. This shows how beneficial teaming up with a BPO provider can be. It also exhibits how high-quality work isn’t limited to working in person.

Hoglund Law’s Massive Growth

Another good example of outsourcing’s boost in client satisfaction for law firms is STAFFVIRTUAL’s partnership with Hoglund Law. The firm experienced a 467% growth rate since working with the offshore provider. STAFFVIRTUAL formed a 20-person remote team which resulted in better caseload management. Thus, Hoglund was able to handle cases and clients better — nudging satisfaction upwards.

Additionally, Hoglund Law has saved up to 59% in operational expenses because of offshoring. They were able to get experts from the Philippines, a country known for high-quality labor at a lower price, to strengthen their existing teams. This has allowed the company to relocate resources and improve its services.

Why STAFFVIRTUAL is the Best Choice for Legal BPO Services

As established, including legal process outsourcing in your business strategy can really boost client satisfaction. Your law firm can provide better service by streamlining operations, cutting costs, and tapping into specific expertise. You’d be able to guarantee that their needs are met with care and precision.

STAFFVIRTUAL offers seamless BPO solutions designed to integrate smoothly with your business operations. We let you focus on your practice while we handle the rest. Looking for first-rate professionals in your field? If you partner with STAFFVIRTUAL, your firm will experience the benefits firsthand.

Get in touch with us to learn more about our legal BPO services.

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Sources:

Client Satisfaction: The Successful Cornerstone of a Law Firm | LinkedIn

Where is customer care in 2024? | McKinsey

Law Firms Losing Out on Business to Slow Response Times | Law.com

Collaboration in Law Firms | Harvard Law School Center on the Legal Profession

Client satisfaction hits all-time high – despite lockdown | The Law Society Gazette

Hoglund Law Case Study | STAFFVIRTUAL