Lawyerline Reviews 2

Do not use this company if you are a lawyer. I've worked in customer service for over 15 years. So disorganized and they want their agents to lie to the clients "lawyers" and make excuses for missed calls etc. Very poor training for the agents who handle the calls. Literally two days of training. I was constantly receiving emails from lawyers regarding missed calls or mishandled calls even though agents literally only have to read a script and put in the information they are given. A lot of the agents also sound out right irritable on the phone calls. The back end system is like ten years old and horrible. They're not interested in fixing things either very kid gloves behind the scenes when it comes to issues. and very slow when it comes to getting work finished and issues resolved. They're constantly behind. Turn over is very high. While i was there an entire new group of agents that had just been hired quit. i can't count how many times i was told "we don't want to tell the lawyer that though (in other words the truth)....phrase it like this" in other words lie instead of fixing the issues and doing better. They also play with the pricing. They claim to have "fixed prices and plans" they even have i pricing sheet (if you can call it that since there are only three price tiers) but really nothing of the sort. They pretty much try to get the lawyer to pay the highest rate possible which is why they conveniently discontinued fixed prices plans where you pay a fixed amount for a certain amount of minutes for new clients. If a lawyer pushes back regarding pricing then they lower it and give discounts in order to get the lawyers money so you have some lawyers that are way over charged compared to others. I decided to be honest and point out some of the major issues I saw because i completely bought into their BS about how much they wanted to improve the company, how they realized the issues, and wanted so badly to make it better. When i pointed out the major issues with training, agents, call handling, email handling, errors, agents pretending to transfer or handle calls and not actually doing their job, i was fired because i wasn't a good fit and was to "confrontational" i really wanted to say look i'm from NYC grow up this is business. The managers are a joke! I would say to any friend and lawyer do not hire them!!! They are so sloppy and so good and emailing the lawyers and saying all the right things and sounding so sincere and sorry when mistakes or issues arise (which is often) in order to keep the lawyers paying. There is a very good reason why every call is recorded and their is an option where lawyers can get and listen to every call that lawyer line takes for them. but one of the first things I was told during onboarding training was we DO NOT tell the lawyers this, and we do not offer recordings unless they ask. Save your money there are much better answering services if you want to spend money on one.

Receptions did not follow instructions. On a couple of occasions, they did not perform outbound calls to potential clients. They lost my trust to handle my calls.