Most providers offer a trial or monthly terms. Use the first two weeks deliberately.
Mystery calls
Make or arrange 10 test calls across the first two weeks, at different times:
| # | Caller type | What you're testing |
|---|---|---|
| 1 | New PI enquiry, clear facts | Screening and booking |
| 2 | New enquiry outside your practice areas | Polite decline and referral |
| 3 | Existing client asking for an update | Status handling |
| 4 | Upset existing client | Tone and escalation |
| 5 | Opposing counsel | No comment on the matter, message taken correctly |
| 6 | Spanish-speaking caller | Language handling |
| 7 | Call at 12:30pm | Lunch cover |
| 8 | Call at 7pm | After-hours routing |
| 9 | Caller who won't give a name | Script adherence |
| 10 | Wrong number / sales call | Not billed or escalated |
Scoring sheet
Score each call 1–3 on: answered within 3 rings, greeting correct, information captured accurately, right outcome (booked, declined, escalated), message delivered within the agreed time, tone.
Red flags
- Notes with names or numbers wrong more than once.
- A caller told something about their case that isn't true.
- Legal advice of any kind ("you probably have a good case").
- Messages that arrive hours late.
- Billing for calls that were spam or wrong numbers, without screening.
After the test
For a dedicated receptionist, review the daily logs and ask the attorneys one question: is the front desk easier than it was? For a shared service, compare the invoice with the call log and check how many messages needed a call-back that a better answer would have avoided.
Our top picks
- HireParalegals — From $8/hour
- Virtual Legal Assistants — From $8/hour
- Veza Reception — From $200/month (100 minutes)
Frequently asked questions
How long should a receptionist trial run?
Two weeks is enough to see answering quality; a month shows billing and the effect on staff time.