Gold Patrons of the Derby and District Law Society Oberoi Business Hub are dedicated to supporting local law firms by delivering exceptional call-handling services.
Many local firms already trust Oberoi to act as an extension of their team, ensuring seamless communication with their clients.
In this bulletin, we feature Carol Andrews, a key member of Oberoi’s call-handling team, who shares her insights and personal approach to delivering tailored services that meet the unique needs of law firm.
“I’ve worked in various industries including telesales, advertising, banking for personal and business, customer services, owning a bar, litigation, retail, and factory work. My diverse experience has allowed me to develop skills that are useful for call handling services, such as communication, problem-solving, and customer service.”
“I’ve been working with Oberoi Business Hub for over 5 years now. It’s been a great experience, and I’ve learned a lot about call handling and customer service during my time here.”
“When a new client comes on board with us, our team leader liaises with the client to determine how they want us to answer and manage their calls.
Whether that be emailing or texting the message direct to the client or live transferring the call to the appropriate staff member. Last new we invested in new IT systems that are perfectly aligned to ensure seamless service delivery.
Time is allocated to train each team member who is responsible for handling the client’s calls.
In addition I make sure to actively train myself and search for information about the company to familiarise myself with their specific requirements. This helps me provide tailored call handling services that meet their expectations and needs.”
“To do my job effectively, I need to know the basics about the company, such as who they are, what they do, and what their specific requirements are for call handling. This helps me handle calls in a way that reflects their brand and meets their customers’ needs.
We are effectively an extension to the client’s team so we accrue an in-depth understanding of each and every law firm client, including their structure, senior partners, number of fee earners and the areas of law that they specialise in.
The most important information is how the client wants their calls to be handled.
This determines whether we transfer the calls to individuals, go through to fee earners directly or their secretaries first or whether they prefer to be emailed with the caller’s contact details and details of their enquiry.
We ensure our systems are always up to date with individual’s names, roles, working days and times as well as updates about holidays or when they are unavailable for any reason which is important to provide an efficient service.”
“Handling challenging calls requires active listening and patience. I make sure to listen carefully to the caller’s needs and concerns and provide them with the best possible solution or advice. If I’m unsure of how to handle a specific situation, I consult with my team members or the client to find a resolution.”
“At the end of each day, our system provides our law firm clients with a detailed call log that includes information such as who the caller wanted to speak to, the nature of the call, their contact details, and the time of the call and who from the Oberoi team took the call. This helps our clients gain a comprehensive overview of their business and identify any potential issues or areas for improvement.
Our clients love our end of day reporting. By analysing the nature of the calls that are coming through on a daily basis, our clients gain a comprehensive overview of their business which they would not necessarily achieve otherwise.
For instance, it can highlight bottlenecks in the business ie: whether certain departments are receiving a larger than average number of calls and the reasons why.”
“What I enjoy most about my job is the variety of companies alongside law firms and people we deal with on a daily basis. It’s always interesting to learn about new industries and help our clients provide excellent customer service to their customers. Additionally, working with my colleagues at Oberoi Business Hub is always a pleasure, and we work together as a team to provide the best possible service to our clients.”