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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.

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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


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



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