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How Hiring a Virtual Assistant Can Help Your Business During COVID-19 - A Better Answer - ContactCenterWorld.com Blog

How Hiring a Virtual Assistant Can Help Your Business During COVID-19

The pandemic has thrown everyone for a loop.

Especially businesses.

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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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Many industries are struggling to handle the influx of calls or having trouble finding a way to increase cold calls with their current infrastructure. Hiring a business development specialist or a full-time administrative assistant is costly, but hiring a virtual assistant will free up your team for more important tasks and scale your business while keeping your budget intact.

How Hiring a Virtual Assistant Can Help Your Business During COVID-19

The Role of a Virtual Assistant

A virtual assistant (VA) is a person who works remotely and provides support services to a business. Typically, they are hired to take on administrative and receptionist duties, but many can also help with support tickets, perform administrative tasks, and update CRM systems.

Whatever your business needs, you will be able to find a qualified virtual assistant to help with your endeavors. 

How a Virtual Assistant Can Benefit Your Business During the Pandemic

The coronavirus has changed the way we function in society, but it has also turned businesses upside down. Those that depended on foot traffic for revenue have been hurt the most, and many others have had to completely change their business model and transform to function in the digital space.

A virtual assistant is a cost-efficient way to help with sales and marketing, business operations and development, admin tasks, and customer service.

Cost-Efficiency

Compared to hiring for a full-time position, a virtual assistant is more cost-efficient.

Hiring someone full-time means paying for an employee’s salary, time off, benefits, equipment, training, and access to paid software.

That’s a lot to take on during such uncertain times.

Since VAs work remotely and are never expected to go to an office (post-pandemic), this option saves many costs for a business. Most of the time, the VA will already have their own equipment (like headsets and laptops) to start their position, which means no additional cost for you.

If you’re thinking about hiring a VA, figure out if part-time work will be more cost-efficient. If your business line is getting calls around the clock, hiring an assistant full-time makes sense—but the worst thing you could do is hire someone to work a typical 9-5 workday without enough work in their queue. It is estimated that hiring a full-time VA instead of a full-time employee can improve operating costs by as much as 78%.

If you hire a virtual assistant who is already well-versed in admin duties and customer service, you won’t have to worry about training them, either. The only training they should need is learning the specific programs and processes of your business.

Improve Time Management

When companies are understaffed and employees are overloaded with work that is outside their responsibilities, many functions in your business can fall short.

Imagine if a hospital or doctor’s office didn’t increase their staff on hand during the pandemic—thousands of phone calls would go unanswered, offices would be extra chaotic, and doctors would be trying to handle the receptionist desk. Anyone who is not hired to answer phones and manage customer service tasks should not be required to do so.

It is okay to have double-dipping in smaller businesses, since it is often an “all hands on deck” atmosphere, but it should be limited. Encourage your staff to do what they were hired to do.

Salespeople should be making calls to bring in new businesses. Owners should be making sure all aspects of the company are running as smoothly as possible. Receptionists and assistants should be handling customer calls.

24/7 Customer Service 

It’s important customers are tended to whenever a problem arises, no matter the time of day. Not answering a call or a support chat can result in the loss of business.

When calls are only answered at your establishment for eight hours a day in your specific time zone, you could be missing out on a significant number of customer service issues.

Especially during the pandemic, customers and prospects are looking to order from and be associated with companies that value their time and money. The majority of the world is staying at home now, with odd working hours and limited free time. Many are making personal calls late at night and companies aren’t able to jump on the phone, so the shopper opts for chat support.

Offering 24/7 customer service will help attract customers and leave them satisfied with their experience.

Help With Scaling 

Depending on the situation, scaling a business during the pandemic can be difficult—but with the right infrastructure, plan, and new hires in place, it can be done. A virtual assistant on your team can assist your company in areas that are falling short and hindering your growth.

Too many calls going unanswered? No problem. Can’t get your CRM updated? There’s A Better Answer for that. Inconsistency with cold calls? A virtual assistant can do that, too.

When a virtual assistant handles the admin and customer service tasks, the rest of the company and leadership can focus on larger avenues that have better opportunities for growth. 

Consider Hiring a Virtual Assistant for Your Business

Devising a strategy to combat the setbacks of COVID-19 is necessary to keep operations running as smoothly as possible.

Companies need to accept the new “work from home” world we live in and hire positions to help them save time and money, grow their business, and improve operations. 

If you’re in the market to add a virtual assistant to your team, we rounded up the main qualities you should look for in one. There is A Better Answer.

Publish Date: February 15, 2021


2022 Buyers Guide Speech Technology

 
1.) 
Premium Listing
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.


2.) 
Aculab

VoiSentry
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

5.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

6.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

7.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

8.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

9.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

10.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



View more from A Better Answer

Recent Blog Posts:
5 Thoughts You Need To Stop Ignoring When It Comes to Customer ServiceAugust 19, 2021
How To Provide 24/7 Customer Service Without Working Around the ClockJuly 22, 2021
How AI Is Changing the Customer Service SpaceJune 28, 2021
Virtual Assistant vs. Answering Service: Which Is Right for You?June 22, 2021
Live Chat vs. Phone Support: Choosing the Right One for Your BusinessJune 21, 2021
6 Most Common Call Center Myths DebunkedJune 21, 2021
Tips To Help Improve Your Company’s First Call ResolutionMay 30, 2021
The Importance of Stellar Customer Service for E-Commerce BusinessesMay 25, 2021
Growing a Business: Automated Messages vs. Hiring an Answering ServiceMay 21, 2021
5 Benefits of Using an Answering Service for Educational FacilitiesMay 20, 2021

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