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Bar News - December 14, 2012

Superior Courts to Begin Joining Call Center

According to NH Superior Court Chief Justice Tina Nadeau, calls to superior courts around the state will begin to filter through the centralized court call center starting this spring.

Hillsborough County Superior Court South and Carroll County Superior Court will be first to have calls routed through the Concord call center starting in April or May, Nadeau said, with another court being added about every six weeks.

Nadeau said the courts have learned from the experience of implementing the call center for the circuit court.

"The great thing about the circuit court call center is that the bar has been very open and very willing to provide feedback," she said, "and we’ve made changes that I think satisfied the attorneys who had concerns."

The circuit court call center is answering between 60 and 70 percent of caller questions, without having to transfer the calls to the local courts. Preliminary call-counting studies show that a similar proportion of superior court calls could be answered using the computer case management system, rather than the physical file.

"I think we will see a similar return" for superior court calls, Nadeau said.

The administrative office of the court has hired two new call center attendants to handle the calls from the Nashua and Carroll County superior courts. Eventually, all call center attendants will be cross-trained to answer calls for either the circuit court or superior court, Nadeau said.

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