According to Consumer Affairs, virtual receptionists have grown increasingly popular because they can handle a higher call volume, answer phones 24/7, and may cost substantially less than hiring someone to do the same job in person. At Voice Link of Columbus, we know firsthand that finding a good virtual receptionist can make all the difference in your customer retention. So how do you know what to look for in a virtual receptionist?
1. Live, Not Automated
Imagine, for example, that you’re caring for an elderly relative who appears to have a hard time breathing one evening. You’re not sure what to do, but you’re worried that if you wait until the next morning to call the doctor your loved one will be much worse. So you call the doctor’s office, wondering if you’ll get the answering machine or an automated list of various options. Imagine your relief when a live person with a cheerful voice promptly answers your call and asks how she may help.
Regardless of the nature of your business, a live person gives your customers the assurance that their concerns will be heard and then directed to your on-call staff when appropriate, not just dumped into the voicemail void.
2. Friendly and Professional
It’s a competitive world, and your customers have many choices. Giving them the wrong impression of how you do business can send them packing. If your customers are calling after hours with an urgent matter, they need to know that they are in good hands. If your virtual receptionist sounds groggy, grouchy, or directs a call to the wrong staff member, that’s a mark of incompetence against your business. Find a live virtual receptionist that speaks to your customers as if they’re her customers—because essentially they are.
3. An Extension of Your Business
A good live virtual receptionist becomes even more valuable when he or she is familiar with your business and your clients. By knowing what you consider urgent enough to pass on to the on-call staff, your virtual receptionist can save your team and your clients time. Going back to the elderly relative example, a top-notch virtual receptionist would discern if the situation was an emergency—such as if the patient is on oxygen and it isn’t functioning properly—then contact the designated responder. Inquiries that are not urgent can be noted, and on the next business day, your office will receive the non-urgent messages.
How your calls are handled reflects on the reputation of your business, and using the right call center can make the difference between losing and keeping a customer. Specializing in the healthcare and medical industry, Voice Link provides live answering services that exceed your expectations. Request information online or call us at (800) 262-2799 for a free consultation.