You monitor 2% of your client calls.
What’s happening on the other 98%?
HarkIQ Legal analyses every call transcript against eight quality dimensions built for UK claimant law — giving your management team the intelligence to act, not guess.
The Problem
Most law firms are operationally blind to what happens on client calls
~2%
of client calls are monitored by the average UK law firm
30–40%
of enquiries are lost due to operational failures, not marketing
98%
of vulnerability, compliance, and quality issues go undetected
The gap between what firms think is happening on the phone and what is actually happening costs cases, creates compliance risk, and damages client relationships. You can’t fix what you can’t see.
How It Works
From transcript to intelligence — in three steps
Step 1
Upload
Upload call transcripts from your existing recording system — any format, any volume. No changes to your phone setup required.
Step 2
Analyse
AI analyses every call against eight weighted quality dimensions, classifies by type, department, and urgency, and flags vulnerability.
Step 3
Act
Your management dashboard surfaces exactly where to focus — handler by handler, trend by trend, flag by flag.
The Framework
Eight weighted quality dimensions
Every dimension is weighted by its commercial and compliance impact. Scores are configurable per firm — because no two legal practices are identical.
First Contact Quality
15%Greeting, identification, warmth, and tone-setting in the first 60 seconds of every call.
Active Listening & Communication
20%Jargon avoidance, open questioning, paraphrasing, pace — the markers of a handler who genuinely listens.
Empathy & Vulnerability Recognition
15%Emotional acknowledgement, FCA four drivers of vulnerability, trauma-informed language throughout the call.
Information Gathering & Triage
15%Appropriate questions, sufficient data capture, correct departmental routing — no client handled twice.
Expectation & Process Setting
10%Clear communication of timescales, costs, next steps, and who will be in contact.
Escalation & Resolution
10%Smooth escalation when required, full context passed, a clear outcome agreed before the call ends.
Regulatory Compliance
10%Data protection obligations, required disclaimers, and SRA conduct requirements — verified on every call.
Call Closure
5%Reference number provided, specific callback time confirmed, direct contact details given.
The Product
Built and working. Not a concept.
HarkIQ Legal is a live product in beta testing with UK law firms. Here’s what your management team actually sees.
Individual Call Report
Every call scored, classified, and summarised — with vulnerability flags highlighted automatically.
Dimension Analysis
Radar chart of eight quality dimensions plus call type distribution across your entire portfolio.
Handler Performance
Individual handler scores across departments. See who excels and where coaching is needed.
Trend Intelligence
Call volume and type trends over time. Spot patterns before they become problems.
Deep Analysis
Sentiment arc, dimension radar, and AI-generated strengths and improvements for every call.
Configurable Weights
Adjust dimension weights to match your firm’s priorities. API keys for automated transcript delivery.
Call Classification
Every call classified. Instantly.
HarkIQ Legal automatically classifies every call by type, department, urgency, outcome, and vulnerability level — without anyone having to log it manually.
Crisis calls trigger immediate email notification. Vulnerability flags route automatically to compliance. No call falls through the cracks.
Call Types Recognised
Built For
For the people who need to know
Managing Partner
See exactly where your firm is losing enquiries and creating risk — without listening to hundreds of calls yourself.
Operations Director
Monitor every call without adding headcount to your QA team. Systematic visibility, not sampling.
Head of Client Care
Catch vulnerability flags and compliance gaps before they become SRA complaints.
Compliance Lead
Evidence that data protection obligations and regulatory duties are met on every call, automatically.
Security
Built for regulated data
SRA Aligned
Data processing under UK GDPR and SRA Principle 6. Built specifically for the regulatory environment UK law firms operate in.
Data Protected
All data processed and stored within UK/EEA. Encryption in transit and at rest. Data Processing Agreement as standard.
No AI Training
Your client data is never used to train AI models. Configurable data retention. Delete on request within 30 days.
Beta Programme
Join the founding cohort
We’re looking for a small number of forward-thinking UK claimant law firms to shape the product alongside us. Beta firms don’t just use HarkIQ Legal — they help build it.
- Preferred pricing locked in at launch
- Direct input into the product roadmap
- Dedicated onboarding from David Standard
- Priority support throughout the beta
- First access to new features and capabilities
- No long-term commitment required
Limited places
Start with a conversation
Talk directly with David Standard about whether HarkIQ Legal is right for your firm.
Get in touchdavid@standardconsulting.co.uk · +44 (0)7540 332717
Pedigree
“HarkIQ Legal was built by someone who spent thirty years inside UK law firms — managing marketing teams, handling crises, and watching firms lose enquiries to problems that were entirely fixable. This product solves a problem I observed first-hand.”
David Standard
Founder, Standard Consulting · Non-Executive Director, British Cycling
FAQ
Common questions
Ready to see what’s really happening on your calls?
One conversation with David. No pitch deck, no pressure. Just a direct discussion about whether HarkIQ Legal is right for your firm.
david@standardconsulting.co.uk · +44 (0)7540 332717 · WhatsApp available