Harlow & Pike – intake & callbacks

Who to call now

New prospects whose most recent contact went unanswered, with no callback since, not signed, not closed in Lawllama, and not since reached. Freshest / highest-value first; grey rows are more than 3 days old (long shots). Contact details are masked – sign in to see names, numbers and what they said.

Existing clients whose call was missed (46)

Not new business – for the case team, but nobody has called them back from the main phone system.

What is going wrong: callbacks by line and outcome

Contacts that were not answered live (missed, voicemail, after-hours service message, web form). “Callback” = an outbound call from an intake extension to that number within 14 days.

TalkEgg (billboard number) outbound calls are not visible to us; a callback there would only show up if made from the Jigglewire system. Treat TalkEgg callback rates as “no evidence of callback”.

Does speed matter? Signing rate by how the prospect was handled

Prospects who first contacted us more than 14 days ago, excluding the billboard line. Signed = a matter opened in Docketmonster. Caution: people who reach a live person are a self-selected group, so read the top row as a ceiling, not a target.

Channels: leads, signed matters and cost

Prospects with first contact more than 14 days ago. “Sign rate” columns show the share signed when the first contact was answered live / when they got a callback / when they never got one (n in brackets). Spend is from the marketing-spend sheet (Aug prorated to 4 Aug–31 Aug, Sep month-to-date); web-form and organic prospects share the “Website / organic” budget, so cost per matter is only shown for paid channels.

Billboard: 479 prospects and 5 signed matters (1.0%). Even when the call is answered live only 4% sign, so this channel is weak regardless of callbacks – but the phone line behind it is the worst-served.