447. Inside Morgan & Morgan's Intake Operations: Managing Millions of Calls w/ Angie Flury

Welcome to PIMCON Week! Get a preview of the insights, strategies, and stories you'll see this year at the PIMCON stage. Every missed call carries the same risk: You could have lost a $10,000 case or a $10 million case. At Morgan & Morgan's scale, that reality shapes every intake decision. Angie Flury is the Chief Call Center Officer at Morgan & Morgan, where she leads the firm's Case Control Center and oversees more than 1,500 employees across 11 departments. Over the last five years, she has scaled the intake operation from 240 agents to more than 1,100 while maintaining a personal injury conversion rate above 95%. In this episode, Angie shares the systems behind one of the largest intake operations in the legal industry. From AI-powered workflows and six-week training programs to workforce management and conversion tracking, she explains how Morgan & Morgan turns intake into a competitive advantage. She also reveals the metrics her team monitors every day to ensure qualified cases never fall through the cracks. On this episode, you'll learn: Why a one-point increase in conversion rate can generate millions in additional revenue. The team structure that separates outbound dialing, call routing, and case consultations at scale. Where AI creates efficiency inside intake operations without replacing human empathy. If you want to hear Angie talk about how you can apply all of these lessons to your firm, then  go to pimcon.org right now and grab your tickets for PIMCON 2026, where she will deliver one of the keynote addresses. Like what you hear? Hit Subscribe! We do this every week.  For more resources on how to dominate your market, visit us at Rankings.io. Subscribe to our newsletter and get the freshest news every Monday: newsletter.rankings.io Get Social! Personal Injury Mastermind w/ Chris Dreyer powered by Rankings.io is on Instagram | YouTube | TikTok