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Legal Contact Center Outsourcing

Every call to your firm is a prospective client deciding whether to keep dialing. Magellan answers, screens, and intakes those calls with agents trained on legal terminology and your intake criteria — during business hours, after hours, and on weekends. Calls, new-client intake, and website chat handled by one team, working in your case management system.

At a Glance

Best For Law firms and solo practitioners losing prospective clients to voicemail, after-hours calls, and slow intake follow-up
Channels Inbound calls, intake forms, and live website chat
Coverage Business hours, after hours, weekends, and holidays
Delivery Philippines-based agents working in your case management and intake systems

The call you miss is the client you lose

Legal is one of the few industries where a prospective client will call three firms in ten minutes and retain whoever picks up. A missed call at 6pm isn't a message to return tomorrow — it's a case that went to the firm down the road. The same is true of the intake that takes four days to follow up, or the website visitor who typed a question into a chat box that nobody was watching.

 

Most firms know this and still can't fix it, because fixing it means staffing a front desk past 5pm and through lunch — which is an expensive answer to a problem that isn't about headcount.

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How We Cover Your Front Office

Three services, one team. Most firms start with calls and add intake or chat as volume grows.

Legal Call Center Services

Inbound call handling at volume, with agents who know legal terminology and your routing rules. Answering, screening, message-taking, transfers, and appointment booking across business hours and after hours.

Virtual Legal Intake Services

New-client intake end to end — phone, web form, or email. Qualifying questions, conflict-check details, and scheduling captured to your criteria and delivered into your system, with form fills followed up while the prospect is still deciding.

Live Chat for Legal Business

Website visitors answered in real time by a person, not a bot — questions handled, qualified prospects captured, and chat transcripts passed to your intake team.

Agents Trained for Legal, Not Just Trained to Answer

A generic answering service takes a message. That's a different job from what a law firm needs, and the gap shows up on the first call: an agent who can't tell a statute of limitations question from a billing question, who asks a personal injury caller the wrong opening question, or who takes down a matter description too vague to act on.

 

Our legal contact center agents are trained on:

 

  • Your intake criteria — the qualifying questions that decide whether a caller is a case worth pursuing
  • Legal terminology — enough vocabulary to take an accurate matter description and route it correctly
  • Conflict-check information — capturing the parties involved so your team can run the check before committing
  • Confidentiality expectations — what to record, what to repeat back, and what never goes in a message
  • Your escalation rules — which calls interrupt an attorney and which wait for the morning

 

Agents do not give legal advice, quote fees, or accept representation on your firm's behalf. Every call comes back to your team for the decisions that require a lawyer.

Why Firms Outsource Their Legal Front Office

Capture After-Hours Calls

Coverage past 5pm and through weekends, when a meaningful share of legal calls actually happen

Faster Intake Response

Prospects contacted and qualified while they're still deciding, not days later

Lower Cost Than a Front Desk

Client information handled under ISO 27001-certified controls, signed confidentiality agreements, and documented access policies

No Coverage Gaps

Lunch breaks, sick days, vacations, and call spikes covered without temp staffing

Scales With Marketing

Add capacity when a campaign runs or a case type spikes, without a hiring cycle

One Team Across Channels

Phone, intake, and chat handled together, so a prospect gets the same experience regardless of how they reach you

Compliance and Data Security, Built In

We know that outsourcing legal work means trusting someone else with privileged and confidential client information — and that trust is only worth extending to a partner who can show its safeguards. Magellan Solutions operates under certified security standards, documented confidentiality policies, and business-continuity planning that keep client information protected.

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Certified Standards

Magellan holds ISO 27001, PCI-DSS, and GDPR compliance — the recognized benchmarks for information security and data protection.otected health information. See our certifications.

Controlled Data Access icon
Controlled Data Access

Network and IT infrastructure sits in secured, IT-only locations. Workstations and servers are password-protected across access levels, and physical data-entry points are disabled to prevent unauthorized transfer.

Enforceable Confidentiality

Every employee signs a confidentiality agreement before job assignment — subject to Philippine law and prosecutable on breach. Access to your data is limited to the team working your account.

Continuity You Can Count On icon
Continuity You Can Count On

Continuous data backup with off-site copies, a co-location plan with a backup center outside a 10-mile radius, and power-blackout protection — so patient support doesn't stop when circumstances change.

Want to know more?

Explore our services further by filling out the form below, and we'll reach out to you soon!

    Our Onboarding Process

    Requirements Setting

    1

    1

    Call center outsourcing

    Recruitment

    2

    2

    Agent Training

    3

    3

    Campaign Incubation

    4

    4

    Campaign Go Live

    5

    5

    Frequently Asked Questions

    FAQ
    Do I need a contact center or just an answering service?
    It depends on what you want to happen after the phone rings. If the goal is that no call goes unanswered, our legal answering service covers it — calls answered, messages taken, urgent matters escalated. If the goal is turning callers into signed clients, you want intake, scheduling, and chat handled too, which is what this page covers.
    Do your agents have legal training?
    Agents are trained on legal terminology, your intake criteria, and your escalation rules during onboarding. They are not attorneys or paralegals and do not give legal advice — they capture information accurately and route it to your team.
    Can you handle intake for a specific practice area?
    Yes. Intake scripts are built to your criteria, which differ substantially by practice — a personal injury intake asks different questions than an immigration or probate intake. We build to the questions your firm needs answered.
    Do you work in our case management system?
    Yes. We train to your systems rather than moving you onto ours, so intake lands where your team already works
    What hours do you cover?
    Business hours, after hours, weekends, and holidays, depending on the program you set up.
    Will callers know they've reached an outsourced team?
    Agents answer as your firm, using your greeting and your call handling rules. The caller's experience is of your front desk.

    We'd be happy to walk you through your options.

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      You can also reach us here:

       

      Toll Free: 1 800 371 6224

      US:  +1 650 204 3191

      UK: +44 8082 803 175

      AU: +61 1800 247 724