Hiring A Virtual Receptionist: Common Mistakes

You can’t go wrong with a virtual receptionist. The best Virtual Receptionist will cater to the needs of your clients whilst also giving your skilled personnel the freedom to focus on other tasks. However, you can’t solve all your problems by simply hiring our services. A virtual receptionist can do a lot but only if […]

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You can’t go wrong with a virtual receptionist. The best Virtual Receptionist will cater to the needs of your clients whilst also giving your skilled personnel the freedom to focus on other tasks.

However, you can’t solve all your problems by simply hiring our services. A virtual receptionist can do a lot but only if they are accompanied by proper decision making on your part.

If you have a virtual receptionist but you haven’t yet seen the fruits of your investment, take another look at your setup. It could be the case that you and your business have fallen prey to one of the following mistakes:

Time

A lot of business owners hire virtual receptionists because they are tired of missing out on calls from clients. They hire virtual receptionists because they want a communication mechanism that can reliably contend with the volume of inbound calls the business receives on a regular basis.

But what business owners often forget to account for is the availability of their virtual receptionists. All call centers do not operate in the same way. They tend to vary drastically, not only in the packages they offer but also with regards to their level of availability.

Some companies are available to receive calls 24 hours a day 7 days a week. Others operate within very strict time periods. You can’t fault a virtual receptionist for failing to receive your customer calls at a time when your service provider’s call center is offline.

As a business owner or an administrator, you have to take your virtual receptionist’s working hours into account. Make sure their level of availability meets your specific requirements. Otherwise, you will encounter disappointment.

Scripts

Virtual receptionists are the face your company presents to every client who tries to contact you. So you need to know beforehand just how much control your virtual receptionist provider will give you over the customization of their scripts.

This probably sounds obvious to some of you. But there are so many virtual receptionist providers who do not permit their clients to customize the scripts their people use to communicate with clients. Others provide some freedom in this area but it is limited.

That inflexibility is perfectly acceptable for some firms. But others have such niche offerings that their success rests solely on their ability to charm and coerce the clients they engage over the phone.

If you contract the service of a virtual receptionist provider without first determining the amount of control they will give you over the scripts they use, you will regret it. Make sure you can dictate the manner in which your virtual receptionist talks to your clients.

Organisation

As we told you above, you can’t solve all your problems by simply investing in a virtual receptionist. The decisions you make before and after you acquire the receptionist matter and this is particularly true when it comes to configuring your virtual receptionist.

It is imperative that you clearly define the roles and protocols of your virtual receptionist. Sometimes, a system like this will fail to deliver on its promises because the roles haven’t been clearly defined.

No one knows where calls should be transferred or to whom certain messages should be delivered. As such, even though you have the best possible virtual receptionist on the job, calls are still going unanswered and departments are failing to communicate appropriately.

A virtual receptionist can’t exist in a vacuum. You need an efficient communication system that can seamlessly assimilate our services to serve your employees and customers.

Information

You and your virtual receptionist need to be on the same page when it comes to the running of your business. The only way a virtual receptionist will double book your business or fail to schedule critical meetings is if you haven’t bothered to keep our people abreast of changes in your operations.

Try to understand this: even though we are a third party entity, your consumers will treat us like we are part of your company. They don’t know that you contracted our services. So everything we do will affect the way people perceive you, for better or for worse.

The only way we can keep the information we provide accurate and consistent, the only way we can ensure that every call goes to the right person and every message reaches its intended target is if we have a clear understanding of the ins and outs of your business.

You need to keep us in the loop. Otherwise, problems will manifest and you will have no one but yourself to blame.

Get a telephone answering service today from Call Center and benefit from our 14-day free trial. If you would like to find out more, call us today free on 0800 357 678.