Algotech”has implemented a telephone counselling service in a law office “Naumović”

Naumović Law Office, with the help of Algotech, has implemented a contact solution centre and improved the practice with analysis of time spent in providing services to clients by phone. The implemented business solution is based on the software for analysis of telephone calls which is adjusted to a law office practice.

It is an advanced IP phone system implemented in business processes of a law office.

With this solution the Naumović Law Office has managed to improve the process of analysing the time-consuming and phone records of consultations of clients. By automating the monitoring, analysis and charging, the duties of the associates and time spent have been significantly reduced. Now, when the services are provided as described above, associates can focus on the clients and react much more productively and without having specific obligations about entering information such as call duration, name of the client, and possibly the special fee for each client etc.

With implementation of this project a new generation technology has found its use in a closed business environment of the law practicing profession, and thus create the possibility for employees in the office to provide a much higher quality services to our clients, which reflects on the total profit of the law firm.

The use of new technology has also improved the concept of long-term relationships with clients. Effectiveness and efficiency have become an essential criterion of market economy which made all companies direct their activities towards the development of relationships with their clients, thereby analysing the needs and desires of clients. To achieve success in the modern legal services market, companies must deliver superior value to clients who are becoming more demanding when they choose a law firm with rational approach, by analysing the relationship between price and quality of services.

In this regard, the telephone counselling service can be considered as one of the sources of competitive advantage in the increasingly demanding market of legal services.