A virtual receptionist, also known as an off-site live receptionist, does more than just answer calls. A virtual receptionist service can improve your business’s ability to manage incoming calls from customers, adding a layer of professionalism to your consumer-facing communications. If you’re considering a virtual receptionist, you should be aware of the benefits one could extend to your business.
Is a virtual receptionist right for you? Here’s what you should consider.
A virtual receptionist serves the same role as an in-house receptionist, by answering phone calls, taking messages and setting appointments. The difference is that a virtual receptionist is located at a call center facility or other remote location.
“These services allow small businesses to have a receptionist give personalized attention to small or variable call volumes without requiring the business to hire, train and manage a full-time employee, along with all the added expenses and burdens,” said Jason Junge, CEO of PointerTop.
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Outsourcing to a virtual receptionist service allows a business to manage inbound calls in a professional way without requiring in-house staff to stop what they are doing to answer the phone lines. Instead, a virtual receptionist will handle inbound calls based on the needs of your business.
“The virtual answering service will answer all of your calls for you,” said Shayne Sherman, CEO of TechLoris. “You will work with the service to determine the script for the representatives to follow so that it’s pertinent to your business. Important calls will be forwarded to you, and messages and prospects will be compiled and sent to you to distribute to your sales team.”
For example, if you know certain types of calls can wait for a response, a live receptionist could be instructed to take a message and send it to the relevant party to address at a later time. If you want other types of calls to be forwarded to you immediately, a virtual receptionist can be instructed to put them through. Some virtual receptionists can even answer common questions on your behalf, depending on the sophistication of the service you choose.
The best virtual receptionists are flexible and adaptable to your business needs. They should understand your business well enough to field incoming calls with the knowledge and professionalism to boost customer satisfaction. They should also be willing and able to pivot services as your business’s needs change. [Read related article: Why Efficient Customer Service Is Better Than Friendly Customer Service]
A virtual receptionist or top answering service can be a huge benefit to your business when you select your partner carefully.
“The main thing you should look for when implementing a virtual answering service is, does it solve your current front-desk phone problems?” said James Harper, founder of AgencyFlare. “Where many small businesses fail is they don’t truly look to see if the virtual answering service can be customized to their phone challenges and needs. You should only implement a service like this if it’s solving a problem. It shouldn’t create more work for your front desk.”
If you’re considering using a virtual receptionist for your business, here are five benefits an answering service should be able to offer you.
Many small business owners and their employees wear multiple hats, and handling the phone lines can take away from other important tasks. Outsourcing calls to a virtual receptionist takes the burden of customer service off your in-house team and places the responsibility with an agent trained in increasing customer satisfaction.
A good virtual receptionist guarantees that customers’ calls will be answered promptly and handled with professionalism and care. Virtual receptionists are trained customer service professionals who understand the right way to represent your brand. The right answering service can have a positive impact on overall customer experience and, ideally, boost your retention rates.
When your small business closes for the day or weekend, who is there to answer your phones? With a virtual receptionist, callers will still feel as though they are being taken care of, and their messages will be available to you when the business opens the next morning. If your virtual receptionist can answer common questions on your behalf, callers might even have their issues resolved then and there. Expanding your customer service hours is yet another way to boost customer satisfaction.
Setting appointments can be a tedious process, especially if multiple staff members are handling it in multiple systems. Passing off the task to a virtual receptionist unifies the appointment-setting process and keeps every stakeholder up to date through automatic notifications and shared calendars. Some virtual receptionists can even deliver appointment reminders to reduce no-shows and last-minute cancellations.
Maintaining a receptionist gives an appearance of prestige to your business. When a receptionist answers the phone on your behalf, it signals to customers that your business is a professional organization with a refined workflow.
The precise cost of a virtual receptionist depends on the service you choose and its pricing model. These are the most common pricing models:
Rates vary by the complexity of services and your business’s expected call volume. Typical per-minute rates range from about $0.75 to $0.95.
The answering service industry is known for hidden fees and upcharges, so you should thoroughly examine any agreement before signing. For example, some services charge for what is known as agent work time. This refers to the amount of time an agent is not actually on the phone but still performing work related to your account, and it can greatly inflate your monthly bill.
Another common upcharge is incremental billing, which is when companies round your minutes to the nearest increment. A standard increment is the nearest sixth second of a call, but some companies round up by as much as the nearest minute. Incremental billing can also significantly inflate your monthly bill, even though the nominal per-minute rate might seem inexpensive.
To avoid surprises on your bill, request a breakdown of every fee and cost that you could incur during the life of your agreement with any answering service or virtual receptionist. A reputable company will be more than happy to provide you that information.
Trends in the virtual receptionist service industry include automated receptionists, video calls and chatbots.
The features available from a virtual receptionist depend on the individual answering service you partner with, but here are some of the most important features a virtual receptionist offers:
When choosing a virtual receptionist or answering service, small businesses should also ask about the organization’s internal processes, including how it hires its staff, said Shawn Breyer, owner of Breyer Home Buyers.
“Make sure that the company you are vetting trains its employees initially and ongoing,” he said. “Ask them to explain their training process in depth with examples. Most times, this individual that you are hiring is the front line for your company. They will be the first impression that your customers have of your company. Nailing this with well-trained individuals will set you up for success, while untrained people will lose you customers and money.”
Many virtual receptionist companies offer bilingual services.
Also see how involved you can be in the evolution of how the agents answer the phones on your behalf. You should be able to be an active participant in the way they handle your account, Breyer added.
“It’s easy to think that, since you are hiring out a virtual phone service, you can wash your hands of developing and training that role,” he said. “If you want the money you spend on the virtual phone service to be an investment versus an expense, take responsibility and spend time training and giving feedback to the person who is taking calls.”
If you are looking for reputable virtual receptionist companies, you should certainly consider the following companies. We have reviewed an exhaustive list of virtual receptionist companies in detail, and these companies have emerged on top of the virtual receptionist field.
Best Picks for Virtual Receptionist