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How a Virtual Receptionist Can Improve Client Confidence In Your Small Business - A Better Answer - ContactCenterWorld.com Blog

How a Virtual Receptionist Can Improve Client Confidence In Your Small Business

As a business owner, your company probably started small. Maybe it’s just you or a handful of other folks on your team. While it’s nice to run a lightweight business, you may run into a few disadvantages when it comes to pitching prospects. 

Your potential customers might think your business isn’t big enough to handle their needs, and this may affect the trust and service you can provide, as well as your overall brand. If you look too small, customers may not feel confident in you. One of the easiest ways to handle this objection from potential clients is to hire a receptionist. Businesses with receptionists are perceived as more substantial and can help in proving to your customers you are not only professional, but you’re bigger than expected.

A virtual receptionist service can make your brand look well-established and instill prospect trust in your brand while remaining cost-effective. 

 

What is a Virtual Receptionist?

A virtual receptionist is precisely what it sounds like: they’re a remote professional who fills the role of a traditional receptionist but doesn’t sit in  your office.

Virtual receptionists are knowledgeable and well-trained administrative professionals who specialize in providing exceptional customer service. They can also work outside of traditional office hours and help with off-hour coverage. When you have a small staff, everyone will likely wear many different hats, some of which are more productive and meaningful to the success of your business. 

Answering phone calls and providing information to clients is essential, but you don’t want the head of your business development team answering the phone every five minutes when they’re trying to concentrate on growing your company. 

While you may not be at the point where you need or can even hire a full-time receptionist, a virtual receptionist can step into free-up your employee’s valuable time to concentrate on what they’re best at. There are a host of benefits to hiring a virtual receptionist for your business. In addition to answering calls and providing customer service, many are also very skilled at other administrative tasks.

A virtual receptionist can help with lead generation, scheduling or canceling appointments, and processing orders. They can even provide after-hours support,  take messages and even live transfer calls if on-demand support is an expectation in your industry, like web development. Simply put, a virtual receptionist can help you streamline and boost your customer service and provide your clients with confidence in your business.

Benefits of a Virtual Receptionist for a Small Business

While the features of virtual receptionists vary based on skill and your needs, let’s review how bringing one on for your small business can benefit both you and your customers.

 

Never Miss a Call

When you’re running a lightweight operation, small businesses generally don’t have one designated receptionist. Even if you do hire a full-time, in-person receptionist, they will end up missing phone calls because they can’t be everywhere at the same time. Not to mention, you’d lose any requests that come in after-hours. With a virtual receptionist, you can keep your team lightweight, and also ensure your phones are answered every time they ring, regardless of the hour. 

According to a 2017 Forrester report, missing a call can impact your business tremendously because it’s your customers that are the lifeblood of your company.

When a customer or potential prospect is reaching out to you, they are probably looking to purchase your product or service. Customers initiating an inbound call convert 30% faster compared to outside sales calls.

The Forrester report also notes phone call inquiries are rising throughout the industry, mostly because people don’t see the difference between digital and physical businesses anymore. A virtual answering service can ensure you’re capturing every call that comes into your business and you’re not leaving money on the table by missing a potential customer. They act as an extension of your business.

A Virtual Assistant ensures your company is available at all times which gives the impression your company is much larger than it is. 

 

Screen Phone Calls

As your business grows and your client list expands, you will eventually need to start screening calls to maximize your time. Cold inquiries can take energy away from that hot lead, so prioritizing becomes ever more important. 

When you hire a virtual receptionist, they can screen your calls so you can devote and prioritize your time wisely. Time is a valuable resource, and ROI needs to be evaluated as you grow. Stretched too thin, and your business starts to suffer.

For your virtual receptionist to screen calls, you provide a customized script for them to use. A script ensures you can devote your time to returning the calls that will have the most benefit on your business first. You can also provide different scenarios for business hours, after hours, and include support processes so you can delegate appropriately. 

Answer Basic Questions

When your business gets a phone call, there might be several questions people may ask that can be answered by pretty much anyone with a little bit of information.

Instead of wasting your precious time answering the same question for the 20th consecutive call of the day, a virtual receptionist will be able to take these off your plate. You’re ready to focus on the core business tasks that are important to the success of your business and your customers or potential clients are getting the answers they need. Provided with the appropriate information to give clients, your receptionist becomes the gatekeeper. They give the solutions to regularly asked questions and pass off only those messages that require follow-up for you and your staff. 

 

Respond to New Opportunities

When you hire a virtual receptionist, you’re putting your business in a position to respond to growth opportunities as they arise. With the proper channels in place, you can scale up your business quickly and easily. As your business grows, the influx of calls is only going to increase. Put yourself in a position where you won’t be struggling to keep up with a virtual receptionist. Your customers will receive top-notch services and phone handling and will help your business convert more leads.

A virtual receptionist service can help your small business scale up quickly and look bigger to a potential client, helping them build trust and confidence in your services. Providing fantastic customer service to your current clients keeps them happy, and your business relationship flourishing.

 A virtual receptionist helps you appear more professional while delivering the same functions as an in-house receptionist at a much more affordable cost. If you want to level-up your small business and prepare for expansive growth, a virtual receptionist will get you there. 

So, what are you waiting for?

Publish Date: January 15, 2020 5:00 AM


2020 Buyers Guide Customer Experience (CX)

Page: 12
1.) 
3Fiftynine

Branches
Improves customer experience by helping find the agent the right information within a click.

2.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API M...
(read more)
PH: +44 (0) 207 397 8725

3.) 
AmplifAI

AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.
PH: 3363030506

4.) 
Aspect Software

Aspect CXP Pro
Aspect CXP Pro is a feature-rich, cost-efficient software suite that pairs Aspect's powerful application lifecycle management platform, Aspect CXP, with its enterprise-class IVR platform, Aspect Prophecy—for a complete toolset that empowers enterprises to easily design, implement, deploy and manage IVR and digital self-service applications across multiple customer channels. With its easy-to-use web-based Business User Interface, even non-technical staff can quickly implement changes, roll out updates, monitor usage and maintain the entire array of self-service applications for voice/IVR, mobile web, messenger apps and SMS.
PH: 1-888-547-2481

5.) 
At Random Communications

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)
PH: 8605673733

6.) 
BravaTrak

BravaTrak
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.

It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity

We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.

Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.
PH: +64 9 623 3662

7.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
PH: US: +1 (855) 784-2807 | EMEA: +44 0203 367 2122

8.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)
PH: +302109241486

9.) 
Conectys

Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.

We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
PH: 646-381-1599

10.) 
Consilium Software

Consilium UniRSM™
Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access.
Has your contact center moved to Cisco Jabber softphones for agents,...
(read more)
PH: (+61) 406 501 368

11.) 
Creative Virtual

V-Person™
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)
PH: +44 (0)20 7719 8332

12.) 
CUSTOMER SQUARE

CROSSCRM.CX
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.

Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.

CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.

We ended this features list in 2008 by add...
(read more)

13.) 
Customer Touch Point

Engage To Influence
Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project.

By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time.

Our solutions include:

• Contact Cen...
(read more)
PH: 03300 200444

14.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.
PH: 01442 458300

15.) 
eGain Corporation

eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.

A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
(read more)

16.) 
Frontline Call Center

Contact Center Outsourcing
Frontline provides customer care, technical support, and patient engagement through outsourced service agents for 10 core industries on behalf of over 100 different brands. We understand that you have the same pride in your business that we have in our own. For this reason, we approach client relationships as a partnership, acting as an extension of your vision and team. Support is measured biannually to make sure that our CSAT and NPS scores stay above industry standards. We are always open to supporting new genres when the fit is right.
PH: (800) 397-5165

17.) 
iContactBPO

When it comes to inbound and outbound customer service at iContact, our approach is a uniquely strategized, tailor-made, bespoke solution to meet individual business needs.

Our personalized approach to quick-solving customer problems and helping them achieve success and obtain value using your product or service goes hand-in-hand with forward-thinking, tech-savvy turn-around times and consistent feedback methods.
PH: +27110190290

18.) 
MFE International

Oracle Digital Assistant, Oracle Intelligent Advisor, Oracle Service Cloud
Oracle Digital Assistant is the next generation, No code Chatbot. The NLP engines that power today’s traditional messaging-based channels lack the ability to handle highly expressive sentences Vastly different from traditional Chatbots, NLP engines that require more sophistication than the simple intent classification and slot-filling engines available today. together with Oracle Intelligent Advisor and Oracle Service Cloud, it empowers tomorrow's customer experience today.

19.) 
MindTouch

MindTouch Knowledge Management
MindTouch offers mid-size to large organizations an enterprise-grade, AI-powered knowledge management platform built for customer self-service, agent assistance and departmental knowledge. The MindTouch platform intelligently captures, manages, extends, integrates and optimizes content across all channels, systems and devices resulting in an improved customer experience, increased agent productivity, enhanced operational efficiencies, and reduced costs.
PH: 6197958459

20.) 
NovelVox

NovelVox Agent Desktop
Finesse Agent Desktop : Do More with Cisco Finesse Agent & Supervisor Desktops.
Unified Agent Desktop with Drag & Drop Gadget Designer and Ready Integrations
Integrate & Unify Cisco Finesse with CRM & other 3rd Party Applications.
Reduce AHT & Increase FCR with Unified Agent Desktops for Cisco Finesse.
PH: (+1) 301 202 3672
 
Page: 12



View more from A Better Answer

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