Debating on TYPES of Calls
Will NOT be Timeshare #Promise
Executive Summary
This proposal outlines the creation of a fully staffed, 250-employee dedicated call center in Las Vegas, Nevada, exclusively serving (unnamed client). The goal is to provide high-volume legal intake, case screening, client support, and national lead management 24 hours a day, 7 days a week while reflecting the firm’s commitment to justice, responsiveness, and integrity.
Objective
To build and manage a turnkey call center operation with up to 250 trained staff, ensuring rapid, professional handling of:
Inbound calls from potential clients nationwide
Legal case intake and qualification
Spanish/English bilingual support
Sensitive case handling (civil rights, wrongful death, police brutality, etc.)
Escalations, follow-ups, and case management support
Why Las Vegas?
Diverse Labor Pool: Highly skilled workforce with experience in legal support, call centers, and client services.
Time Zone Advantage: Ideal for covering both East and West Coast hours.
Cost-Effective Operations: Lower labor and real estate costs than L.A., New York, or Miami.
Infrastructure: Strong telecom backbone, real estate availability, and legal talent.
Scope of Services
Tiered Call Routing & Intake (basic inquiry → qualified lead → urgent matter)
CRM/Case Management Integration with platforms like Litify, Clio, or SmartAdvocate
24/7 Support including weekends and holidays.
SMS, Email, Live Chat, AI Assistant (optional add-ons for follow-ups and automation)
Full Reporting & Analytics – dashboards, KPIs, and live monitoring.
Staffing Breakdown (250 Employees)
Department Headcount
Call Center Director 1
Operations Managers 3
Team Supervisors 15
Intake Specialists 175
Bilingual Intake Specialists 25
QA & Compliance Officers 8
IT/CRM & Support Staff 5
Escalation Specialists 10
HR, Payroll, and Training 8
Hiring will be phased over 6 months with full operational capacity targeted by Month 7.
Facility Plan
Location: 20,000 – 30,000 sq ft Las Vegas office space
Build-Out: Modular cubicles, training rooms, privacy booths
Tech: VOIP-enabled systems, dual-screen workstations, CRM access, secure storage
Security: Surveillance, badge access, and data encryption in compliance with HIPAA and ABA standards
Implementation Timeline
Milestone Completion
Facility Lease & Build-Out 30 days
Hiring Phase I (75 staff) 45 days
CRM/System Integration 30 days
Soft Launch 60 days
Full Staffing (250) & Operations 6–7 months
Estimated Budget
Category Estimated Cost
Facility Build-Out $200,000 – $300,000
Tech & Equipment $500,000+
Monthly Payroll (250 FTEs) $750,000 – $1M
Monthly Operations $150,000 – $250,000
Annual Cost Estimate $10M – $14M
Potential for scalability or subcontractor models available if phased approach is preferred.
Key Benefits to Clients
Maximized Lead Conversion from national campaigns and referral networks
Improved Client Experience with fast response, empathy-driven scripts, and secure data handling
Brand Strengthening as a responsive, people-first legal practice
Increased Case Volume Capacity without straining your in-house staff
Prepared for Growth into mass torts, class actions, and civil rights initiatives across the country
Next Steps
I would welcome the opportunity to present this concept directly to you or your executive team. We can develop a phased plan, conduct a site visit, and finalize the partnership terms that align with your firm's growth goals and mission.
