Answering phones is an element of business that is essential to engage with clients. Whether they are new customers calling with questions about a product, or an existing one calling with issues that need to be reconciled; the key is both groups are funneled through the phones. As a business owner who is juggling a million tasks throughout the day, answering phones may not be a top priority.
Virtual receptionists can answer the phones for your business as well as to conduct tasks such as scheduling and directing calls. To analyze what people look for most when calling an establishment, Clutch Marketing conducted a study of 468 callers who called an organization with questions. They found that the most important characteristic of callers was the ability to converse with a human representative.
The second most important finding in this study related to the process of transferring calls. 34% of callers that were transferred from the initial point of contact felt they were talking to a call center. This is an important finding… only 44% of callers said that their receptionist helped their situation when speaking with a call center. Conversely, 76% of callers who did not have the perception they were speaking to a call center reported that they were helped by the time their call ended.
There are many companies out there that specialize in an area of business known as Business Process Outsourcing. This is the area of business where virtual receptionists can be categorized in. Virtual receptionists usually have smaller teams that focus on one specific client, learning that specific business inside and out. This enables them to answer some of the complicated questions that get thrown at them by callers rather than simply just transferring the call or taking a message.
Looking for the right fit for your business can seem daunting. Here are some of the best qualities to look for in a virtual receptionist:
- Takes Initiative
In a nutshell, you want to find someone that is going to treat your clients well. In addition, be able to elevate your quality of customer service.
Free Up Your Time & Save Money
If you are having a tough time keeping up with your business every week, then it is time to start considering a virtual receptionist. Not only will they help free up your day, but they are also significantly less expensive than hiring your own full-time receptionist for your business. If you are on the fence and need more information on possible ways to incorporate a virtual receptionist into your business, tune in to Back Office Betties Video Blog on Monday, June 18th? Our topic of conversation: what is the best fit for you when it comes to finding a virtual receptionist.