The First Call Is Often Your Most Important
For every legal practice, reputation is built one client interaction at a time. Long before a matter is opened or legal advice is given, clients begin forming an opinion of your firm from the way their first telephone call is handled.
Whether it’s a prospective client making an enquiry, an existing client seeking an update, or another professional calling on behalf of a client, every conversation matters. An unanswered call, an inaccurate message or a delay in reaching the right person can quickly undermine confidence and create a poor first impression.
The Legal Ombudsman received a record 14,259 complaints about legal services in 2025/26, a 37% increase on the previous year. Poor communication was the single most common issue raised, accounting for almost a quarter of all complaints. Combined with delays, these two issues alone accounted for 46% of all complaints received.
Professional call handling is therefore about much more than answering the telephone. It helps ensure callers reach the appropriate fee earner or department, messages are captured accurately, urgent matters are escalated promptly, and legal professionals can remain focused on delivering expert advice.
Since 2010, Orca has partnered with more than 1,000 professional organisations across the UK. Today, our team answers over one million calls every year, providing 24/7 call answering and live chat services that help legal practices protect their reputation, enhance client experience, and ensure no opportunity is missed.
Outstanding client service doesn’t begin with legal advice….It begins with the first call.
To find out more:
Visit weareorca.com
Email sales@weareorca.com
Call 01244 573400