The 42-point legal intake audit checklist.
Walk through your firm's intake funnel in under 30 minutes. Every item below is a specific, observable check we use on live Sempull discovery calls — answer speed, bilingual capacity, qualification logic, scheduling, CRM hygiene, compliance, and measurement.
1. Answer-speed & coverage
- Every inbound call answered live in under 20 seconds during business hours
- Live coverage after 6pm, weekends, and federal holidays (not just voicemail)
- Documented escalation path when all intake lines are busy
- Voicemail rate measured weekly and kept under 5% of inbound calls
- Missed-call callback within 5 minutes during open hours
2. Bilingual capacity
- Spanish-speaking caller reaches a native Spanish speaker on the first ring
- Bilingual coverage extends to after-hours and weekend shifts
- Spanish-language intake script reviewed by a native Spanish speaker
- Spanish caller hang-up rate tracked separately from English
- Voicemail greeting available in Spanish
3. Qualification logic
- Written qualification criteria per practice area
- Conflict check performed before lead is marked qualified
- Insurance / fault / damages captured for PI matters
- Status / detention / prior representation captured for immigration
- Jurisdiction / asset complexity captured for family law
- Borderline leads flagged for attorney review — never silently rejected
- Case-strength tag (A / B / C) attached to every qualified lead
4. Scheduling & follow-up
- Consults booked live during the first call
- Automated bilingual SMS + email reminders 24h and 1h before consults
- No-show recovery call within 15 minutes of missed slot
- Time-zone aware scheduling for multi-state firms
- Attorney availability synced to a real calendar
5. CRM & data hygiene
- Every qualified lead pushed to your CRM in real time
- Structured fields populated — not just a paragraph summary
- Call recording linked to the CRM record
- Transcript linked to the CRM record
- Source / campaign tag attached to every lead
- Duplicate-lead detection on phone + email
6. Compliance & risk
- TCPA-aware messaging — no auto-texts to unconsented numbers
- Recording-disclosure language read at the start of every recorded call
- Conflict checks logged and timestamped
- PII access restricted to authorized roles in the CRM
- Vendor BAAs / DPAs reviewed annually
7. Measurement & optimization
- Inbound call volume reported weekly
- Answer rate reported weekly (English + Spanish separately)
- Lead-to-consult and consult-to-retainer rates measured monthly
- Cost per signed case reviewed monthly against ad spend
- After-hours conversion measured separately
- Weekly QA call review with intake team — minimum 5 recordings
- Intake script versioned with change log
- Quarterly attorney NPS on lead quality
Score yourself
38–42: Best-in-class. Your intake is a competitive moat.
30–37: Strong, but bilingual coverage and CRM data flow are usually the next 10% of revenue.
20–29: You're leaking a meaningful percentage of paid ad spend. Bilingual + after-hours is the fastest fix.
Below 20: Every month you wait costs more than a year of Sempull. Book a call.
Want help fixing what you found?
We'll walk through the checklist live with your team, score your firm against benchmarks from PI, immigration, family law, and workers' comp firms, and project the lift bilingual-first intake would deliver.