As an immigration attorney, your schedule is packed with helping individuals navigate the complex process of becoming a U.S. citizen. With demand on the rise, you may be considering ways to ensure your quality of service never slips.
One effective solution? Employing a professional answering service to handle your calls.
Whether you’re new to the idea of a reception service or have tried a few in the past, finding the right partner is crucial. Here are the top seven things to look for in an answering service tailored to immigration law firms:
1. Bilingual service
This one might seem obvious, but it’s worth emphasizing: ensuring your callers can communicate in their preferred language is absolutely essential. Immigration law often involves clients from diverse backgrounds, and providing bilingual (or even multilingual) support can make all the difference in delivering exceptional service.
2. 24/7 availability
The nature of immigration law means your clients may need assistance at any time. Whether it’s a late-night emergency or a weekend inquiry, having a reception service that operates 24/7 ensures your firm is always accessible. Let your answering service handle those middle-of-the-night calls so you can focus on what matters most during the day.
3. Data privacy and security
Your firm likely has strict protocols for protecting client data. But does your answering service? Ensuring your reception partner is trained and certified in data privacy is critical for safeguarding sensitive information.
For caller data protection, look for certifications like HITRUST, which ensures compliance with rigorous security and privacy standards.
If your answering service will also handle payment processing, you’ll want to ensure they have certifications like AICPA or PCI DSS, which focus on financial data security and payment processing compliance.
4. Compassionate service
For many clients, calling your office may be one of the most stressful moments of their lives. How your phones are answered can leave a lasting impression—not just on your business, but on the person on the other end of the line. A professional, empathetic answering service can help soothe worried callers, build trust, and foster long-term client relationships.
Learn what “soft” skills differentiate the best virtual receptionist teams from the rest.
5. Fast response times
Time is of the essence in immigration law. You need calls answered quickly and messages delivered promptly. Avoid services that batch messages or delay sharing call data. Instead, choose a virtual receptionist provider that prioritizes speed and ensures you have the information you need, when you need it.
6. Flexible account management
Your days are anything but predictable; court appearances, client meetings, and office work can make for a hectic schedule. That’s why it’s important to choose an answering service that can adapt to your needs. Look for features like on-demand call toggling, which allows you to turn the service on or off as needed. This flexibility helps you stay cost-conscious while maintaining top-notch customer service.
7. Client qualification and intake
Not everyone who calls your firm is the right fit for your services. Whether due to location or the nature of their case, you might not be able to serve a particular caller—but you may not know that immediately, leading to a loss of time as well as frustration for you and the caller. A high-quality virtual receptionist solution can help with friendly, capable client qualification and intake, bringing you only the opportunities that your firm can actually take on.
Ready to elevate your firm’s service and help more immigration clients?
If you’re looking for a reliable answering service to support your immigration law practice, Ruby is here to help. Every day, we communicate on behalf of legal professionals of all kinds, including countless immigration attorneys, supporting them with customized call handling, scheduling, client qualification and intake, and more. Give us a call today to learn how we can help you claim more productive time and serve your clients better. And don’t forget to check out our blog for more tips and insights tailored to your firm’s success.
