Every lead qualified and captured the same way

AssistBPO's client intake services give law firms, clinics and home-service companies a named intake specialist who runs every new inquiry through the same script, qualifies it against your criteria, enters it in your CRM or case system and hands it to the right person.

  • Named assistant plus backup
  • Front desk & phones
  • Employed, screened, managed
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Same questions, same fields, same day, by an employed specialist in your hours.

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  • A named assistant proposed within 72 hours
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What is a client intake service?

A client intake service is a staffed desk that handles the first contact with a prospective client: answering the call or web inquiry, asking a scripted set of questions, checking the matter against acceptance criteria, capturing the details in the CRM or case system and booking the next step. AssistBPO staffs it with a dedicated intake specialist.

· Reviewed by Issabela Masters

  1. Client intake: what we do and how it runs

    A client intake service is a staffed desk that handles the first contact with a prospective client: answering the call or web inquiry, asking a scripted set of questions, checking the matter against acceptance criteria, capturing the details in the CRM or case system and booking the next step. AssistBPO staffs it with a dedicated intake specialist.

    01 / 06

  2. What it is

    A client intake service is a staffed desk that handles the first contact with a prospective client: answering the call or web inquiry, asking a scripted set of questions, checking the matter against acceptance criteria, capturing the details in the CRM or case system and booking the next step. AssistBPO staffs it with a dedicated intake specialist.

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  3. What you get

    Every new inquiry qualified with your script and entered in your system

    03 / 06

  4. How it runs

    Legal, medical and home-services intake by a specialist who knows the vocabulary

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  5. Match

    The discovery call covers your matter or job types, acceptance criteria, the questions you must ask and the ones you must not, and the system the record lives in. Within 72 hours we propose a named intake specialist with experience in your field, legal, medical or trades, plus a trained backup.

    05 / 06

  6. A named assistant, a backup and a team lead

    In your hours, inside your tools, with a reply from a person within 1 business day. Call +1-657-777-0006 or ask for a staffing plan.

    Get a staffing plan 06 / 06
Self-playing walkthrough built from this page's copy, about 36 seconds. Static storyboard under reduced motion; every scene is readable without pressing play.

Who is the client intake desk for?

Law firms
Personal injury, family, immigration and estate practices that need conflict-check details, matter type and urgency captured before a lawyer spends a minute on the call.
Clinics, therapy and home-care providers
New-patient and referral intake by HIPAA-trained staff under a BAA: demographics, insurance details, reason for visit, consent forms sent and chased.
Home services and contractors
Job intake with property details, photos requested, scope described in the customer's words and the estimate visit booked in ServiceTitan or Jobber.
Insurance, mortgage and advisory firms
Applicant and prospect intake with the documents list issued, the file opened in your CRM and the adviser meeting booked.

What does the client intake service include?

These 12 tasks are what AssistBPO's client intake desk handles as standard for a business that lives on its phones.

  • Inbound intake by phone, web form, live chat hand-off and email
  • Your intake script asked the same way on every call
  • Qualification against acceptance criteria you set, with a clear decline path
  • Conflict-check data collected for law firms before any advice is given
  • Matter, case or job opened in Clio, MyCase, Lawmatics, HubSpot or your system
  • Consultation or estimate visit booked in the right person's calendar
  • Document and photo requests sent, tracked and chased
  • Follow-up calls to incomplete intakes with lawful consent and do-not-call scrubbing
  • Warm hand-off note to the lawyer, provider or estimator
  • Referral-source tracking on every record
  • Weekly intake funnel: inquiries, qualified, booked, declined and why
  • Monthly QA scorecard on script adherence and field accuracy

Deliverables and KPIs

AssistBPO reports 6 measures on the client intake desk: what lands on your desk, what we count, and how often you see the number.

DeliverableKPI we reportCadence
Intakes completedInquiries handled, share completed on first contactDaily
Records opened in your systemRequired fields complete, referral source taggedPer intake
Qualified matters bookedQualified intakes with a consult or visit scheduledDaily and weekly
Incomplete intakes chasedFollow-ups made, documents receivedDaily
Intake funnel reportInquiries to qualified to booked, decline reasonsWeekly review
QA scorecardScript adherence, accuracy, empathyMonthly

KPIs are what we measure and report, agreed per engagement in the weekly review. Service-level commitments are set in your agreement, not on this page.

How does the client intake desk work?

  1. Match

    The discovery call covers your matter or job types, acceptance criteria, the questions you must ask and the ones you must not, and the system the record lives in. Within 72 hours we propose a named intake specialist with experience in your field, legal, medical or trades, plus a trained backup.

  2. Onboard

    We build the intake script as a branching sheet: opening questions, qualification checks, the decline wording, the booking step and the hand-off note. The specialist gets a user account in your CRM or case system with the permissions you choose, and we run role-play calls against every branch before the first live inquiry.

  3. Daily rhythm

    The specialist starts the shift by chasing yesterday's incomplete intakes, then handles new inquiries through your hours, opens each record, books the next step and sends the hand-off note. The end-of-day report lists every inquiry, its status and what is waiting on you.

  4. Weekly review

    Twenty minutes with the team lead on the intake funnel: inquiries by source, qualified rate, booked rate, decline reasons and script gaps. Each month the team lead scores a sample of recorded intake calls on the QA scorecard, with field accuracy weighted highest.

Hours, coverage and models

AssistBPO staffs the client intake desk on 4 models. US Eastern to Pacific, UK and Australian Eastern hours from the group's two offices. Spanish or French intake is available on request.

  • Dedicated intake specialist, 80 or 160 hours a month, in your hours
  • Shared intake desk for firms with fewer than 20 inquiries a week
  • Intake plus reception combined for smaller firms
  • After-hours intake as an add-on for inquiries that come in at night

See what is staffed in your zone on the coverage clock.

What are the terms on the client intake desk?

The card, the contract terms and the client intake desk's own numbers, in one place.

SpecificationWhat you get
Focus, 20 hours a week$800 a month, 80 hours
Dedicated, 40 hours a week$1,600 a month, 160 hours
Evening, weekend or overnight coverTier rate plus 20 percent
DeskFront desk & phones
Standard scheduleDedicated intake specialist, 80 or 160 hours a month, in your hours
CoverageUS Eastern to Pacific, UK and Australian Eastern hours from the group's two offices.
Tools10 platforms, including Clio, MyCase, Lawmatics
KPIs reported6 measures: daily, monthly, per intake
Setup feeNone
Minimum termMonth to month, no lock-in
Notice30 days, to stop or to change hours
If the fit is wrongTrained backup covers the desk the same day, re-match at no charge
ContinuityOne named assistant, one named backup, one team lead
Who does the workEmployed by SS Support Network LLC, never freelancers or contractors

These are rate-card starting points. What you pay depends on the hours, the desk and the coverage window, which is what the staffing plan sets. Rates improve as you add assistants. Your staffing plan states the rate for the number of seats you need. The rate card carries the other currencies, the add-ons and the six things that move a plan off it.

How much does client intake cost?

Plans start at $400 a month for 40 hours, at $10 an hour, and rates improve as you add assistants. Get a staffing plan within 1 business day.

What moves the plan

  1. Hours a week and whether the desk is dedicated or shared
  2. Phones: live answering needs a receptionist profile and a backup
  3. Coverage zone: business hours, after-hours, weekends or 24/7
  4. Tools and access to set up
  5. One person or a pod with a lead

What the market publishes

Other providers' published ranges, by market, so you have something to hold this against. These are not AssistBPO prices.

MarketPublished rangeSource
United StatesLegal and medical answering services with intake are published per call from about $292 for 30 calls with $9.75 a call overage, or per minute from $235 for 50 minutes to $1,095 for 500OnceHub, AIRA and NextPhone pricing roundups, September 2026
United StatesIn-house receptionist median pay $38,010 a year; managed remote staff $640 to $2,400 a month full timeBLS Occupational Outlook, May 2025 data; Wishup and Cherry Assistant, 2026
United KingdomUK-based PA and intake staff £25 to £45 an hour; offshore full-time staff £900 to £2,000 a month against £3,000 to £5,000 UK-basedSVA surveys and UK agency pricing pages, 2026
CanadaCanada-based assistants C$25 to C$60 an hour; managed offshore plans US$699 to US$899 a monthVirtual Gurus and VantaStaff published pricing, 2026

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Proof

Case study

One engagement on this desk, anonymized. Numbers appear only once the owner has verified them.

All case studies

New matters captured on the first call

Case study

Law Firm Intake Answered in Under 10 Seconds

A personal injury and family law practice in the US Northeast had one paralegal covering reception between her own case work. New inquiry calls landed while she was on another line or in a meeting, and a caller who reaches voicemail with a legal problem usually calls the next firm rather than waiting. Intake notes varied by whoever took the call, so conflict checks and consult bookings often needed a second conversation. AssistBPO put a named legal receptionist on the line with a trained backup and a team lead, working in the firm's own case management system during office hours and on an after-hours desk in the evenings. Every new inquiry now follows one intake script, gets the conflict-check details captured before anything else, and either books a consult or is declined politely with a referral note.

Law firm

Security and compliance

  1. Employed, background-checked intake specialists under a per-client NDA and confidentiality briefing
  2. Conflict-check and matter details entered only in your case system, never in email or chat
  3. HIPAA-trained staff and a BAA for clinics and home-care providers
  4. Managed devices with MFA, no local storage and no printing of intake records
  5. Payment details for retainers or deposits handled through your payment link only

Full control list on the security page and country rules for calls, texts and email on the compliance page. Certifications are listed only when held.

Country rules for this service

AssistBPO makes outbound calls, texts and emails only with lawful consent and do-not-call scrubbing. Assistants never take card numbers. Country rules.

  • US: HIPAA minimum-necessary rule on medical intake under a BAA; TCPA consent for follow-up calls and texts
  • UK: UK GDPR lawful basis recorded for each intake; PECR for any follow-up marketing contact
  • Canada and Australia: PIPEDA and Privacy Act 1988 notices at first contact; CASL consent for follow-up messages

Frequently asked questions

How much do client intake services cost?

Plans depend on hours, desks and coverage. Get a staffing plan within 1 business day. For reference, US answering services that include intake are published per call from about $292 for 30 calls with $9.75 a call overage, or per minute from $235 for 50 minutes (OnceHub and NextPhone, September 2026). Intake calls run long because the questions matter, which is why AssistBPO prices a specialist for a block of hours rather than per minute or per intake.

Can the intake specialist give legal or medical advice?

No, and the script makes that explicit. The specialist gathers facts, checks them against the criteria you set and books the next step with a lawyer or provider. If a caller asks whether they have a case or what a symptom means, the scripted answer is that the professional will discuss it at the consultation. Callers describing an emergency are directed to emergency services first. This protects your professional obligations and keeps intake consistent.

How do you handle conflict checks for law firms?

The specialist collects the names of all parties, related companies and opposing counsel in the fields your firm specifies, and records them in Clio, MyCase, Lawmatics or your conflicts database before any consultation is booked. Running the conflict search itself and clearing the matter stays with your firm unless you grant read access and a written procedure. The hand-off note flags any name the specialist recognizes from a previous intake.

What happens to inquiries you decline?

Each decline follows the wording you approve, which usually thanks the caller and, if you provide one, offers a referral resource such as a bar association or clinic directory. The record is still opened and tagged with the decline reason, so the weekly funnel shows what you are turning away and why. Many firms discover a matter type worth adding, or a referral partner worth calling, from that list.

Which systems do you enter intake into?

Law firms: Clio, MyCase, Lawmatics and most practice management tools. Clinics: athenahealth, eClinicalWorks, Kareo and Tebra, or your intake platform. Trades: ServiceTitan, Jobber, Housecall Pro. Everyone else: HubSpot, Salesforce, GoHighLevel, Zoho CRM. Web forms can be routed through Zapier so the specialist sees them within minutes. The record is created in your account with the fields, tags and pipeline stage you define, so reporting stays inside your own system.

How fast are new inquiries handled?

During your hours, calls are answered live and web or email inquiries are worked in the order they arrive, with a target you set in onboarding and track in the weekly report. Inquiries that arrive overnight are first in the queue the next morning, or handled live if you add the after-hours intake desk. The end-of-day report shows the time each inquiry arrived and the time it was completed.

Is intake the same person every day?

Yes. One named specialist works your hours, learns your criteria and your lawyers' or providers' preferences, and gets better at spotting the matters you want. A trained backup covers leave and breaks using the same script and system access, and a team lead runs the weekly review. Your callers and your staff deal with one voice and one hand-off format.

Can you follow up leads that did not finish intake?

Yes. Incomplete intakes, missing documents and unbooked consultations are chased by phone, text and email on a schedule you approve, with lawful consent and do-not-call scrubbing under TCPA, PECR, CASL and Australian rules. The specialist logs every attempt on the record. We do not chase people who have asked not to be contacted, and we never handle third-party debt collection.

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  • A named assistant proposed within 72 hours
  • Employed, screened and managed staff, never freelancers
  • Your hours, your tools, your data
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