the service

The Call Process

We will provide employees with telephone advice and support seven days a week. Our in-house (UK-based) reception team takes basic information from the caller, verifying they have access to the service and ascertaining the area of law they require.

The employee's call is then allocated to an experienced and specialised legal advisor who will return the call promptly and provide confidential advice, guidance and information.

If a caller requests to speak to an advisor straight away we always do our best to accommodate them.

Management Information

We provide a full management information report detailing the number of calls (including the times calls were made) and a breakdown of calls by category. This report enables you to accurately monitor the volume of calls and the areas of law most commonly accessed, giving you the opportunity to undertake additional employee communications and education, if desired.

Annual Status Report

At the end of each Twelve Month contract period we provide an in-depth status report to detail call volumes, category analysis and feedback obtained from caller satisfaction surveys.