| How Virtual Receptionists Can Strengthen Your Client Relationships
Economic conditions and rising costs have triggered an escalating trend in outsourcing receptionist services as companies have searched for ways to stay competitive by minimizing costs. As more businesses have taken advantage of these efficiency opportunities, some have asked the question, “Can you strengthen your client relationships while outsourcing your receptionist needs?”
The answer is yes. When your virtual receptionist service is aligned with your intention to strengthen your client relationship, then it is not just possible, but probable.
How does an organization do this? First, let’s discuss this service and what it entails. A virtual receptionist (also called a remote receptionist) refers to receptionists that are located offsite — meaning they are not in your office. Companies typically call forward their published telephone line to their virtual or ‘offsite’ receptionist. The offsite receptionist answers in the company’s name and handles the call according to specific protocol, which may include routing calls based on: 1) the type of call, i.e., new client inquiry or customer service 2) a specific person requested, or a 3) VIP Caller. Additionally, services may include, appointment scheduling, Spanish translation services, phone order taking, handling urgent client needs, and locating personnel that may be out of the office. In theory, your virtual receptionist should be able to handle calls as well as an onsite receptionist seated at a desk down the hall from you in the same office building—except that a professional 24/7 virtual receptionist delivering 160-hours a week services, costs a fraction of what it costs to add a full-time employee working a 40-hour week to a company’s payroll.
Second, it is essential to use the gold standard best practices employed by professionals experienced at successfully using virtual receptionists to build client relationships. When best practices are in place and properly implemented, virtual receptionist services will strengthen your client relationship and increase client confidence.
The road to successfully building client relationships by taking advantage of virtual receptionist professionals begins with a skilled consultant (your Account Executive, or Sales Agent). It is their mission to gain a thorough understanding of your organization’s objectives and to assist in creating call handling protocols to meet those objectives. The account executive, in turn, works with skilled programmer’s who use these protocols and design screen layouts that enable receptionists to navigate numerous protocols seamlessly and handle calls confidently to support your goals of delivering the highest standards of service to your clients.
Skilled receptionists create a great first impression for you as they answer your calls in a professional and friendly manner and with positive energy. Their professionalism creates a professional image for you and a comfort level that strengthens your client relationships. These relationships are further strengthened by the skilled consultants, programmers and receptionist’s ability to maintain low hold times by scheduling staff to meet the demands of its shared service clientele.
Virtual receptionist services offer compelling advantages and opportunities for strengthening client relationships. If you’re considering taking advantage of the benefits that a virtual receptionist service offers, get referrals. Ask the following questions: 1) Are the service’s receptionists friendly, confident and genuine? 2) Are protocols followed? 3) What type of feedback do callers give?
—Frances Starr, Director of Sales and Marketing, Alert Communications, Virtual Receptionist Service Division, Ventura, California. Email: frances.s@alertcommunications.com Phone: 805 650-4949 Ext. 6670 |
