Our client generation processes
You have now gone live with Contact Law’s legal aid advertising service and should start receiving enquiries soon. There are two key processes that function within your subscription that are useful to review in more detail; the receiving of enquiries and the reporting of performance.
Most often you will receive enquiries directly via your dedicated freephone number. This is unique to every firm and set-up for you free of charge. Listed alongside your firm’s profile and contact details on our website, this number will be automatically diverted through to your dedicated contact person.
You may also receive enquiries indirectly via our call centre. Often our other services will generate client enquiries that are eligible for legal aid and as such, are unable to be handled by the usual referral arrangement. Our Case Handlers will guide these clients to your firm either by directing them to your ad on our website, or by sending them your details via email.
The reporting process is a vital function to ensure you know what level of enquiries your subscription is generating and the subsequent value of your account. Contact Law has the facilities to generate statistics that reflect the total number of calls made to your freephone number.
These are reported to us directly from our call carrier who monitors all activity on your freephone number. From this information, we are able to distinguish which calls were made to you directly from the consumer and indirectly from our call centre, and will advise you of these totals in periodic reports.
It is important to note that when it comes to confirming the details of clients our case handlers have passed on, rule 9 prohibits us from tracking these enquiries beyond the initial data, so often we cannot supply you with the additional information you may require. As such, an integral part of the reporting process will be tracking.
Tracking the volume of enquiries in-house is an important component when evaluating the performance of your account. Having your key contact keep notes on every call that is received via the freephone number and a log of webform enquiries will, in conjunction with our statistics, provide an accurate reflection of your account’s true value.
For example, experience has shown us that the more sophisticated clients that respond to our marketing may choose to research your firm prior to contacting you. In these instances, it is not uncommon that they will make contact using your regular phone number or email address as listed on your website. This means that we have no visibility on how many of these ‘direct’ enquiries we have generated.
It is also important to note that every time one of our case handlers passes on your details to a client, they will send you an email notification. They will provide basic information which is designed to assist you with tracking. They will also always email you to confirm the client details if they conference the call directly to you.
We encourage all firms to proactively ask each new client how they heard of your firm and record the information. This is useful to share with your Account Manager and will assist in the reporting and subsequent evaluation of your account.
Should you have any questions or concerns regarding your subscription or the above processes, please contact the Account Management who will be able to assist and advise you.