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Virtual Receptionists: What They Are And How They Help Your Business Grow - PATLive - ContactCenterWorld.com Blog

Virtual Receptionists: What They Are And How They Help Your Business Grow

Starting a small business can be one of the most difficult things anyone can do. Scaling a business and keeping it successful can be even harder.

Just when you feel like you’ve got things figured out, with a solid schedule in place and a growing roster of clients, you’ll likely find that things need to be restructured. If you’re sending out more products, you may need to find a new manufacturer that can work at a larger scale, or add more customer support people to your staff to keep your ever-growing client base happy.

As you’re scaling, one of the first things you should look at is hiring a virtual receptionist for your business. They’ll make the scaling process much easier, and with someone always on the other end of the phone to help your clients with most of their needs, you can rest easy knowing that customer support won’t take a hit if you experience some growing pains.

Wondering how exactly a virtual receptionist can help you? In this post, we’re going to take a close look at what virtual receptionists are, how they can help your business scale, and how to find the right service and set them up for success. 

What Exactly Is a Virtual Receptionist? 

Virtual receptionists are trained agents that you can hire as contractors through an outside agency. They’re experienced in customer service support, and they can take any calls you want to send their way. 

Virtual receptionists at high-quality agencies like PATLive will be able to do more than just answer a call, too; they’re also capable of taking lead information, processing sales or registrations, booking appointments, and even answering basic customer inquiries. 

If you want to only have calls sent to the virtual receptionists during work or after hours, you can do that. If you want them to answer every call after the third ring, that’s an option, too, but you can also have every call that comes to your general business number routed to them as the first line of defense. 

Why You Need Virtual Receptionists to Help Your Business Grow 

As your business grows, it can get tricky to keep up with all the tasks at hand. Answering calls and managing customer support is one of those major tasks that you can’t afford to let slide when this happens.

If someone calls to ask about your business’s support policies and you don’t answer, they may call your competitor next instead — and they may answer.

Virtual receptionists will be able to answer every call that you can’t take yourself, and they’ll even be able to handle a significant chunk of the calls themselves without ever interrupting your workday. 

Imagine having someone else be able to answer calls about people who have forgotten what time their appointment is or who just want to know your return policy; your entire team will get significant chunks of their day back, improving their productivity significantly. 

They’ll also be able to help your customers around the clock. You don’t want to have to staff an in-office receptionist or customer support team during graveyard shifts or on holidays, but virtual receptionists at agencies like PATLive will be available and answering calls 24/7, 365 days a year. This will ensure you never miss a single customer over a missed call. 

How to Find the Right Virtual Receptionist & Set Them Up for Success 

Interested in finding a virtual receptionist that can help you scale your business and having them hit the ground running? Here are the four steps that we recommend you take to choose the perfect agency. 

Look For Agencies That Highlight Well-Trained Agents 

Not all virtual receptionist and call answering services are created equal. High-quality agencies will only hire experienced customer service agents that they then put through rigorous customer-centered training. PATLive, for example, only hires around one out of every fifty U.S. agents that apply to work with us. We look for the powerful combination of great experience and the right attitude, and then we give them training to offer the exact same support to your customers that you would. 

Choose an Agency That Offers Full Support 

Right now, you may only need someone who can answer calls and tell people your business’s hours or pricing for services.

As you scale, though, you’ll likely need increasing support, like the ability to securely process payments or process lead information. You want to start with the right agency that can offer full support later, even if you don’t think you’ll need it now. Consider what features you may benefit from down the line, and even if your plan doesn’t include those features now, make sure they’ll be available later. 

Help Set Up the Scripts You Want Agents to Use 

The best virtual receptionist agencies aren’t just going to answer phones; they’re going to act as a true extension of your business. This means that we want to know about your processes and how you want your customers to be treated.

We may ask for your help or input when creating scripts that our agents will use to serve your customers. Think about custom greetings you want us to use, the information you need to qualify a lead, and how you want us to answer common customer questions. This will ensure that we’re treating your customers exactly as you would, allowing you to get the most out of our service. 

Find a Plan That Scales Well 

Some agencies are limited in the scope of work they can offer you, due to their own limited availability or pricing plans that jump to unsustainable levels as you increase the number of calls you need them to handle.

This is the last thing that you want. You want to find an agency that has pricing plans that are both affordable now and scalable as the scope of work increases. Even if your call volume is low, missing the wrong phone call can cost you greatly. PATLive, for example, offers pricing plans that increase based on the number of minutes you use. We even offer a basic message taking plan that is “pay as you go”, so you’re not paying for minutes you don’t use.

Final Thoughts 

Growing a business can be downright challenging, but there are certain steps you can take to ease growing pains. Hiring a quality virtual receptionist through a trusted, reputable service is one of the best choices you can make as you scale your business. They’ll offer the support both you and your customers need while you find your footing and expand further, ensuring that no one slips between the cracks. 

Source: https://www.patlive.com/blog/virtual-receptionists/

Publish Date: October 24, 2019 5:00 AM


2021 Buyers Guide Analytics

Page: 12
1.) 
2Ring

2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.

Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.

A screen does not only mean a large plas...
(read more)

2.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

3.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

4.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

5.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

6.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time

7.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

8.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
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®, Aspect...
(read more)

9.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)

10.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
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.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

11.) 
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)

12.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

13.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

14.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

15.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

16.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

17.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

18.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)

19.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

20.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
 
Page: 12



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