Recently, you’ve been getting a growing number of phone calls, messages, and emails about your new service.
You already have a sales team, but they’re already bombarded with their day-to-day tasks. How can you lift this extra heavy workload off them and help them be more productive?
Here’s where setting up a virtual reception can help you.
Don’t know where to start? In this post, we’ll answer your most common questions about setting up a virtual reception or a virtual answering service for the first time.
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Virtual reception: What is it?
A virtual reception is a service provided by remote receptionists. A virtual receptionist or an answering service can handle tasks like answering incoming calls, managing call transfers, and addressing customer inquiries. In a lot of workplaces, they even qualify leads and process orders.
Unlike traditional receptionists in physical workplaces, a virtual receptionist is working remotely. That means they operate online using communication tools and software. A virtual receptionist also usually works at home or at coworking spaces in a different location.
What can a virtual receptionist do?
A virtual receptionist is more than capable of keeping your office in tip-top shape. Just think of them as your productivity partner. Here are just some of the few things they can do for your business:
They handle incoming calls.
In a virtual reception, your virtual receptionist answers and manages incoming phone calls. They transfer customer calls to your teams, take messages, and answer basic questions from the callers. In all these call-handling tasks, they follow your company’s guidelines in tone, voice, and verbiage.
Schedule meetings and appointments.
A virtual receptionist service also books your meetings and appointments. They use your preferred calendar and can reschedule or cancel on your behalf. Typically, they use calendar management tools like Calendly, Google Calendar, or CoSchedule.
Work after-hours or after business hours.
Unlike traditional receptionists, virtual services can work even after your business hours or during the graveyard shift. A virtual receptionist can offer 24/7 support, making sure no call goes unanswered. Remember: a missed call could also be a missed sale.
Represent your business professionally.
Most virtual receptionists are trained in customer service, giving them an edge in handling your callers. By hiring a virtual receptionist, you can ensure your business is represented with a high level of professionalism.
Scale with your company.
A virtual receptionist service is nothing but flexible. You can easily scale up or down depending on your call volumes or business needs. This makes them commendable for startups who may have fluctuating call volumes.
What can’t a virtual receptionist do?
We’ve talked about their capabilities. Now, let’s talk about the areas in which a virtual receptionist is not the most helpful. Knowing these before hiring one helps you avoid the costly mistake of misusing a virtual receptionist.
Complex, in-person tasks
Obviously, given they operate virtually, a virtual receptionist service may not best for handling complicated in-person tasks. For example, if you need someone to sort snail mails or process in-person payments, a remote receptionist may not be equipped to do them.
You can’t also make a virtual receptionist handle an office tour, as it requires a more personalized touch that can only be given by an in-person receptionist.
Specialized technical support
Virtual receptionists can cover administrative tasks, but they may not be the best of help for technical troubleshooting. If your business needs intricate IT support, you’d need a more experienced technical support specialist.
Emergency situations
In cases of office emergencies, a virtual receptionist can only call for help for you. Beyond that, you can’t hold them responsible for assessing a time-sensitive situation, especially if lives or important physical assets are at stake. Instead of hiring answering services, you’d need someone physically present to handle the situation.
High-security environments
If you’re dealing with highly confidential information, you might want to think twice before hiring a virtual receptionist. While you can take security measures online with answering services, not all assets are meant to be digitized. Some require secure, on-site handling and physical presence.
Client relationships with personal touch
In some industries, a physical presence from the business is just irreplaceable. That’s why if you belong in such an industry, hiring a virtual receptionist may be the wrong move. Compared to a virtual receptionist, an in-person receptionist can give a different kind of rapport that just feels more personal and dedicated.
Cultural nuances
If you’re opening a branch in a different country, having an offshore receptionist may be a wrong — if not seemingly insulting — approach. For example, in Japan, they have this important tradition called “nemawashi” or face-to-face meetings where they’re “laying the groundwork” for their aspiring long-term business partnership. Japanese culture is also known to highly value politeness; that’s why face-to-face meetings are paramount to business owners.
Costs of setting up virtual receptionist services
Now that you know the best use cases of a virtual receptionist or an answering service, it’s time to discuss the costs.
Package of services
Basic services – Up to $150 per month. These may include basic call answering, message taking, and call forwarding. It’s the most ideal package for small businesses with low call volumes.
Mid-range services – Up to $400 per month. These additional services may involve appointment, 24/7 customer support, and CRM integration. It’s best for businesses or scaleups who have increasingly complex needs.
Premium services – Up to $1,000 per month. This answering service can involve highly customized solutions, including industry-trained receptionists, data analytics, and detailed monthly reporting. This is the most ideal for larger businesses who have a lot to handle than just incoming calls.
Pay as you go
Some auto attendant or virtual receptionist services can charge up to $2 per minute, offering their clients with pay-as-you-go plans. This can be the most cost-effective solution if your call volume peaks are fluctuating.
Setup fees
Other virtual receptionist services charge a one-time setup fee to configure your account, integrate your CRM, and customize the answering service further to cater to your needs. That said, most business owners don’t seem to be a fan of this kind of fee.
Additional costs
Extra call handling – If your business answering services’ call volume exceeds your monthly limit, you may pay for additional charges per minute.
Integration fees – If you use a lot of communication and CRM tools, an auto attendant may require a one-time fee to set up your tech stack.
Customization – If you require a lot of specialized scripts, bilingual support, or industry-specific knowledge, the answering service provider may also require payment for that.
Hidden costs
Overcharge fees – Some virtual reception providers require an extra payment if you exceed your number of calls or minutes per call.
International call handling – If your business operates internationally, you may also pay for additional charges.
How do virtual receptionists work?
Small businesses
Virtual receptionists offer cost-effective support for small businesses by handling calls, scheduling appointments, and managing customer inquiries. For example, they can use Google Calendar to book appointments or Google Voice to forward urgent calls to the owner’s smartphone. This allows small business owners to focus on growth while maintaining a professional image.
Manufacturing
In manufacturing, virtual receptionists can streamline communication by managing orders, coordinating logistics, and supporting field staff. For example, an auto attendant can ensure that a critical shipment of raw materials is routed on time. This helps production teams stay focused on operational activities.
Supply chain
Remote receptionists can enhance supply chain efficiency by coordinating logistics, managing vendor communications, and tracking orders. Say, an auto attendant can assist in confirming delivery times for a chain of retail stores and promptly notify the warehouse team of any changes. Through this, stakeholders can stay informed, and the operations will run seamlessly.
Legal practices
For legal practices, remote receptionists handle client intake, schedule meetings, and manage case-related communications. With their assistance, attorneys can better focus on legal work while ensuring client confidentiality. For instance, they can schedule a consultation for a client dealing with a family law issue and make sure the attorney knows all the relevant case details before the meetings.
Healthcare
In healthcare, medical receptionists can help relieve the administrative burden on medical staff. They can assist healthcare providers in managing patient appointments, triaging calls, and handling inquiries. In a dental practice, for example, a live answering service can remind patients of upcoming visits via SMS and ensure the dentist knows the necessary details about a patient’s records.
eCommerce
Timely service is crucial in eCommerce to support 24/7 operations and grow customer satisfaction rates. Virtual receptionists can help with this by order processing, providing customer support, and managing live chats. A live answering service can also help a customer decide between products on a fashion website, for example, and then process the order.
Education
Schools and universities highly value communication and collaboration. Virtual receptionists can help educators by managing student inquiries, supporting admissions, and facilitating communication with the parents. They can even assist in handling inquiries for private tutoring services, making sure parents receive all necessary information about the curriculum.
Wrapping things up
This information should help you better understand a virtual reception before setting up one. Most virtual receptionists are highly adaptable, but their success also highly depends on their knowledge of their employer’s industry. That’s why we recommend you hire virtual receptionists who are specialized.
