Nuanced CX and Back Office Support Powers Legal Services Growth

Growing Immigration-focused Legal Services Company Experiencing Phenomenal Growth Needed Help with Appointment Setting and Document Processing

Among our largest and most long-lived client engagements, this organization initially engaged Altiam CX to handle inbound calls to schedule customers’ appointments. Our agent team members are chosen for their combination of advanced communication ability and “close the deal” orientation for paid initial legal meetings. As growth necessitated additional back-office help for document retrieval, the client also turned to Altiam CX for our prowess at finding candidates that were a cultural and skill match. Ultimately, we transformed their document retrieval operation to match exploding volumes and also became a critical component of their timely and effective work for customers. After nearly two years of success with the nuanced, culturally sensitive work of helping immigrants with their legal services needs, Altiam CX also was asked to help the client with back-office processes critical to the success of their customer work. Throughout our engagement, strong sales backgrounds and advanced communication skills have enabled Altiam CX agents to exceed client performance goals. While the client expected us to set at least 51% of total appointments, we have consistently set 59%, exceeding our target for the last 12 months.