Services
Legal Intake Call Center
Not every call turns into a case, but every call deserves to be handled with care. At Calls & Cases, we provide intake built for personal injury law firms. Calls from your TV ads, digital campaigns and website all reach a team that can handle high call volumes, screen for quality leads and guide potential clients toward signing.
Jeremy Dennis, Director of Calls & Cases
Steven Whitson, Contract Pursuit Specialist
Your team Jeremy and Steven
Some of the folks we have worked with
When we answer, we’re representing your firm, starting with the first hello. With HIPAA-compliant protocols, custom scripts written to your criteria, and trained intake specialists who understand the sensitive nature of personal injury and mass tort cases, we help ensure every qualified caller is heard, documented, and moved forward.
A call center built for law firms
Your next client could be calling right now. With Calls & Cases by Whitehardt, you’ll never miss a lead. Our legal intake call center is built specifically for law firms, with trained specialists who handle every call with care and a sense of urgency, so your team can stay focused on winning cases, not chasing them.
Why firms choose Calls & Cases
Calls & Cases is your customized intake call center partner, built by the legal marketing team that law firms already trust. As a subsidiary of Whitehardt, we bring over 2 decades of experience helping personal injury and SSDI firms grow through smart advertising and efficient lead handling.
We understand the challenges that law firms face when managing inbound call volume from TV, Meta, PPC, and SEO campaigns. That’s why our intake services are designed to plug directly into your existing funnel with no friction and no missed leads.
A lot of legal call centers only care about speed. We care about speed and about how callers are treated, and every call has the same goal: getting the right clients to your team, fast.
With Calls & Cases, you get:
- A team trained in legal intake, not general customer service
- Intake that fits your campaigns on every channel
- Reduced burden on your internal staff so they can stay focused on practicing law
- Trusted Whitehardt-level strategy from the first impression to the signed case
Let’s talk
Tell us about your firm.
We’re here to get you the cases you actually want, in the most cost-effective way possible.
- A custom plan for your markets
- Media, creative and intake under one roof
- Measured on signed cases
or email info@whitehardt.com
Types of legal intake we handle
We handle intake for every kind of legal campaign, from national MDLs to individual personal injury cases, and we set each one up to move the right callers closer to becoming clients.
National mass tort hotlines
Our mass tort intake call center team uses customized scripts based on your tort’s specific criteria, whether that includes product usage timelines, injury symptoms, or geographic exposure. Every call is designed to gather detailed, relevant information to pre-qualify leads for MDL participation or other national campaigns.
- Pre-qualify leads for active MDLs and product-based claims.
- Use scripts written for each drug, device, or exposure case.
- Collect and verify details like product use, injury onset, and eligibility.
Local & one-on-one intakes
For firms handling individual cases, such as car accidents, slip and falls, or workers’ comp, a personal connection is necessary. Our intake specialists are trained to handle sensitive conversations with empathy and care, ensuring callers feel heard while your team gets the details needed to assess the case.
- Provide compassionate intake for injuries, workplace incidents, and more.
- Handle complex or emotional topics like fatal accidents and assaults.
- Prioritize caller comfort, accurate documentation, and brand trust.
Scrub & screen incoming leads
When your campaigns generate high volumes of interest, not every lead is a match. We sort through the noise and identify legitimate prospects, so your internal team only receives leads worth pursuing.
- Audit and screen leads from digital, TV, and social channels.
- Filter out robocalls, spam, and unqualified submissions.
- Tag, organize, and escalate high-quality leads for immediate attention.
Contract pursuit & signature completion
Qualifying the lead isn’t the end of it. For both local and national campaigns, our legal intake professionals follow up with potential clients to get contracts signed, confirm details, and make sure no case slips through the cracks. Using secure e-signature tools, we handle the final steps to convert intent into a retained client.
- Reach back out to warm leads and past callers.
- Send, monitor, and confirm return of digital agreements.
- Guide clients through contract terms and capture full signatures.
Human-first intake for personal injury law firms
In intake, empathy is a requirement.
We understand that how you make someone feel on that first call can determine whether they choose your firm. Our intake specialists are trained to lead with compassion while capturing the facts you need to assess each case. We don’t rely on rigid scripts or robotic responses. Instead, we equip our team to connect with real people in real time.
Our agents check on a caller’s well-being before jumping into case details, and they listen before they ask. This human-first approach sets the tone for trust and makes your firm stand out in a field where many competitors treat intake like a call center transaction.
Is your firm losing leads due to cold or impersonal vendors? Calls & Cases is the partner that can help you bring the human factor back to intake, without sacrificing professionalism or performance.
Mass tort call center support
Mass tort campaigns move fast, and your call center has to move even faster. Calls & Cases provides scalable support built specifically for high-volume torts. When you launch a new campaign or ramp up for peak intake, our team can handle a national response without cutting corners on accuracy or compliance.
Every script is developed in-house by our legal intake strategists who understand the specific intake requirements of product liability, pharmaceutical, and environmental torts. From first contact through pre-qualification, every call is designed to capture the details that matter quickly, accurately, and in full compliance with advertising standards.
Because we partner directly with Whitehardt’s national mass tort marketing team, our legal call center is fully aligned with the goals, language, and intake criteria of each live campaign. We adapt quickly, refine scripts in real time, and ensure your leads are both qualified and actionable.
If your firm is active in mass tort litigation or exploring new MDLs, we can help you scale your case volume without sacrificing quality or oversight.
Scrubbing, screening & smart lead triage
When your campaigns are firing on all cylinders, not every call is going to be case-ready. That’s where our lead triage team comes in. Every lead that comes in through your PPC campaigns, Meta ads, TV spots, or website forms is reviewed and scrubbed before it ever hits your desk.
Our intake specialists screen for robocalls, spam, duplicate contacts, and unqualified leads, saving your team from wasting time on dead ends. Each inquiry is categorized by urgency, potential case value, and alignment with your intake criteria. High-priority leads are escalated immediately, while non-cases are filtered out before they reach your internal staff.
This smart triage system ensures that your time is spent where it matters: on viable clients who are ready to move forward. And because our scrubbing process spans all inbound channels, you’ll get cleaner data and a more focused intake pipeline.
Contract pursuit & e-signature fulfillment
Getting a lead on the phone is only part of intake. Turning that lead into a signed client requires timely follow-up, clear communication, and zero friction in the process. That’s why Calls & Cases offers dedicated support for contract pursuit and digital signature fulfillment.
Our specialized team follows up with qualified leads to walk them through your agreement, answer questions, and ensure every detail is confirmed. We send secure, HIPAA-compliant documents using trusted e-signature platforms like DocuSign, making it easy for clients to sign from anywhere, on any device.
We also monitor signature status in real time. If a contract sits incomplete, our team steps in to nudge it forward. This extra layer of support helps prevent drop-off and ensures no strong lead stalls out before becoming a retained case.
When it comes to conversion, speed matters, and so does simplicity. We help you deliver both.
Technology, training & after-hours support
Your intake needs don’t stop at 5 p.m., and neither do we. Calls & Cases provides extended intake coverage with trained agents available from 7 a.m. to 11 p.m. Central, the hours when most leads come in. For overflow and after-hours support, we offer rollover coverage through trusted partners, including Taz United in Texas and Ansaphone in California, so your firm never misses a call.
Behind the scenes, our technology is built to keep intake running smoothly. From branded scripting to fully customized workflows, we design each script to reflect your firm’s voice, your case criteria, and your intake goals. Our in-house team works closely with yours to program and test everything before launch, so when calls come in, your intake feels like an extension of your office.
We also offer advanced queue features like Queue Callbacks, allowing callers to hold their place in line without waiting on hold, improving the caller experience while boosting lead retention.
For local PI cases or a national campaign, we bring the technology, the people and the training to make every intake feel personal and professional.
Compliance, privacy & call documentation
Good customer service is only part of legal intake. It also takes regulatory compliance, data security, confidentiality, and careful procedure. Every call that we answer strictly adheres to the rules and ethical standards that govern legal communications.
Our law firm call center is HIPAA-compliant. All processes meet or exceed standards set by the Health Insurance Portability and Accountability Act of 1996, ensuring that sensitive medical and personal information is gathered, stored, and transmitted securely. Whether you’re collecting details about an injury, medical treatment, or personal history, our agents are trained to maintain the highest levels of discretion and care. We can also obtain HIPAA-compliant release authorizations on your behalf to streamline medical record retrieval.
All calls are recorded* and documented unless otherwise requested. We maintain strict compliance with:
- Telephone Consumer Protection Act of 1991 (TCPA) that governs consent for voice and text outreach.
- Consumer Assistance Act (CAA) to ensure transparency in consumer-facing communications.
- CAN-SPAM Act of 2003 (SPAM Act), which regulates all electronic messaging and opt-out procedures.
All call center operations are governed under the laws of the State of Tennessee where our law firm call center is based. At the end of every interaction, we deliver complete, accurate documentation that’s fact-checked and forward-ready for your intake team. High-priority leads are flagged, escalated, and never left behind.
*Clients may opt out of call recording if preferred.
Take every call that matters
Your next client may only call once. Make sure a trained professional answers, someone who knows how to listen and how to get the case signed. Let’s set up intake that treats callers well and signs real cases.
Who’s on it
Your intake team.
The people who’ll be doing this work for you.
Jeremy Dennis
Director of Calls & Cases
Steven Whitson
Contract Pursuit Specialist
As our Contract Pursuit Specialist, Steven will be the one on the phone with your potential clients, pursuing contracts through phone calls, emails, text follow-ups, and more to get the cases you want signed for you. He treats your potential clients with the care and consideration needed to get them to sign and is dedicated to securing you the highest return on your investment.
Steven Whitson
Contract Pursuit Specialist
As our Contract Pursuit Specialist, Steven will be the one on the phone with your potential clients, pursuing contracts through phone calls, emails, text follow-ups, and more to get the cases you want signed for you. He treats your potential clients with the care and consideration needed to get them to sign and is dedicated to securing you the highest return on your investment.
Partners & platforms
Put a premier partner on your side.
Clients
Firms that stay for decades.
I enjoy working with Whitehardt for three primary reasons. They are honest, efficient and responsive. In a world where people do not always do what they say, this is refreshing. All business is relational and requires trust. I trust Whitehardt. We have a great relationship, and they are good at what they do.
I enjoy working with Whitehardt for three primary reasons. They are honest, efficient and responsive. In a world where people do not always do what they say, this is refreshing. All business is relational and requires trust. I trust Whitehardt. We have a great relationship, and they are good at what they do.
Rhon JonesBeasley Allen Law Firm
When I invest, I tend to invest large. And when it's time to put millions of dollars into a tort campaign, Kevin & Whitehardt have my trust!
Truly scalable results, from a $25k test to $1 million a month, Whitehardt results are consistent and predictable.
I'd prefer nobody else know about you.
I don't have the expertise or time to handle the creative or the details of the ad buys and that is all done for me and done well.
Working together
What to expect when you
work with us
Part of your team
We work alongside your people like we’re part of the firm. We stay involved from the first plan through the day-to-day work, and we care how it turns out.
A plan you can follow
Every campaign has a reason behind it and numbers to back it up. You’ll always know what we’re doing, why we’re doing it and how it’s going.
We stand behind the work
We own the results. Expect straight answers, changes made before you have to ask for them, and a team that spends your budget like it’s our own.
Questions
Questions firms ask
Do you work with existing Whitehardt marketing clients?
Yes. If you’re already working with Whitehardt for advertising, bundling intake services through Calls & Cases keeps intake in step with your campaigns. From TV and Meta to PPC and SEO, our legal intake team is already familiar with your goals and can integrate quickly.
Can I use this service if I already have some internal intake staff?
Absolutely. We can help after hours, during campaign spikes, or with overflow in busy seasons. Our team adapts to your intake workflow and fills in where needed.
How are we billed?
Billing is simple and transparent. You’re charged based on actual talk time, not hold time or queued minutes. That means you only pay for the conversations that matter, keeping your spend efficient and performance-focused.
How does a legal call center help my law firm?
By outsourcing intake, your attorneys and staff can focus on practicing law while trained professionals handle initial inquiries and lead qualification. This reduces missed calls, improves client satisfaction, and can help enhance conversion rates from your marketing campaigns.
Do you offer 24/7/365 intake coverage?
Yes, we can cover your law firm’s calls around the clock. Our in-house intake team is available from 7 a.m. to 11 p.m. Central time. Outside these hours, calls roll over to a trusted vendor that follows the same scripts, standards, and compliance procedures. This ensures your firm maintains consistent intake coverage 24/7/365 without missing any leads.
Is your intake process HIPAA-compliant?
Yes, we are HIPAA-compliant. All of our contract pursuit agents are also capable of walking clients through the HIPAA compliance document for your law firm.
Can you handle bilingual intake for Spanish-speaking callers?
Yes! Our intake team includes fluent Spanish-speaking specialists trained in legal intake for personal injury and mass tort cases. We ensure every caller receives the same level of professionalism, empathy, and accuracy regardless of their preferred language. All scripts, forms, and call flows can be fully translated and customized for consistency.
Can you integrate with my law firm’s CRM or case management system?
Yes. We can integrate with your law firm’s CRM and case management platform, including services like Clio, SmartAdvocate, CASEpeer, and many others. Our legal intake professionals ensure your leads flow directly into your system in real time, complete with all personal data, notes, and status updates.
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