Answer rate
What percentage of inbound calls reach a useful response instead of voicemail or abandonment?
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LAW FIRM INTAKE METRICS
Stop asking whether intake “feels busy.” Measure what it produces.
The point of intake is not activity. It is moving the right callers from inquiry to consultation to client with as little unnecessary friction as possible.
THE FUNNEL
Calls → Answers → Qualified Leads → Consults → Clients
Measure the handoffs between each stage. That is where leakage hides.
CORE KPIs
Eight numbers worth tracking.
Time to first response
How long does a new inquiry wait before meaningful contact?
Lead qualification rate
What share of callers are actual prospective clients for your firm?
Consultation booking rate
What percentage of qualified leads get an appointment on the calendar?
Show rate
How many booked prospects actually attend the consultation?
Client conversion rate
How many completed consultations become clients?
After-hours capture
How many leads arrive outside normal office hours and what happens to them?
Speed to next step
How long from first contact until the caller has a concrete next action?
LOOK FOR THE BOTTLENECK
More leads are not always the answer.
If your answer rate is weak, fix coverage. If qualified leads are not booking, fix scheduling. If consultations do not convert, that is a different problem. The metric tells you where to work.
- Measure by source where possible
- Separate new leads from other calls
- Compare daytime and after-hours performance
- Track booked consults, not just messages taken
- Review trends, not isolated days
A SIMPLE REVIEW CADENCE
Turn numbers into operational changes.
01Weekly
Watch missed calls, response times, booking issues, and unusual call patterns.
02Monthly
Review funnel conversion and compare against prior periods.
03Quarterly
Revisit scripts, qualification rules, staffing, routing, and calendar design.
04After changes
Measure again to make sure the fix actually improved the caller experience.
Find the leak before you buy more traffic.
FirmVoice can help improve the parts of the funnel that depend on answering, intake, scheduling, and routing.