Collect all relevant contact information.
This could include name, title, company, phone number, secondary number, email, or physical address. Depending on the urgency of the issue, virtual receptionists may ask for multiple contact methods for the most effective response. Always confirm the spelling of the callers name, the telephone number and any other pertinent information. It never hurts to be safe, and the caller will appreciate the fact that you are making the extra effort.

Reiterate the message aloud.
While typing a lengthy memo, you may forget a detail; double check by rereading your message to the caller. Even if you got all the information correct, they may have forgot to mention something. When it seems that the message is incomplete it may be best to ask a few probing questions for clarification.  Again, callers will be satisfied that you went out of your way to be accurate.

Don’t be intrusive.
Sometimes callers do not like to share contact information that the recipient already has. If this happens, politely ask them to confirm their phone number (or whatever the means of communication) so the recipient has it on hand. If they still refuse, stop there. Also, only ask follow up questions that enhance the quality of the message. Refrain from asking too many questions that may come across as pushy or meddling.

And last but certainly not least – make sure that every message is delivered to the correct recipient in a timely manner!

Often times in a call center setting, agents will receive calls from angry or irate customers. Of course there are different levels of and reasons for these emotions, so not all protocols will be the same. Call agents must be empathetic enough to understand the client’s point of view, but also be able to reason with them to reach a resolution.

Listen to the whole story. The last thing you want to do is make an already angry customer more upset. Let them tell their story so you can get all the details as to why they’re calling. Even if you don’t agree with their reasoning, remain calm and understanding – never argumentative. Many times, customers will settle once they release their emotions to someone representing the company.

Display empathy. Some customers will try to dominate the call with their opinions. Stay in control of the situation and regain their attention with a simple statement that shows you care:

“I understand your aggravation, Mr. Smith, and I truly apologize for the inconvenience it’s caused. Now, I’d like to get a little more information from you to resolve this issue.”

Patience and positivity are key. Remember that the caller is not angry with you personally, they are mad because of the situation they’ve encountered. They will initially be most upset on the first call, so allow them to vent and stay optimistic. In the end they will appreciate your patience and have a better outlook on the company’s customer service level.

Cut yourself a break. Managing caller’s emotions can sometimes leave you exhausted and uptight, so be sure to take a few minutes to yourself when you feel this happening. A productive, happy workday starts from within; short breaks throughout the day are recommended. Take a walk, grab a coffee, stop by a coworker’s desk to chat – anything to help you balance your own emotions and reduce stress. Once you feel rejuvenated it will be easier to cater to callers’ needs effectively.

Examine the following checklist as a measurement of current call handling protocols. Perform a review several times a year as your firm changes and grows to set benchmarks for your goals.

• How many new client calls are received each day?
• How many of the new clients calls schedule appointments and how many do not?
• How many hang ups do you think you receive?
• How many times have you returned a call from voicemail only to find the caller has already hired an attorney?
• How many show and no show?
• How are the new clients being prepared for a productive consult?
• Are clients prepared when they show?
• What type of intake questions are you asking?  Do they lead to a consult?

If you are an attorney, you are aware of the day-to-day challenges of routine administrative duties. In a profession where mobility is 90% of the job, it is nearly impossible to field incoming calls in the office or even via cell phone. Hiring an in-house receptionist is one solution, although this still bodes issues. Hiring in-house can be extremely costly, requiring legal training and management of additional staff. Also, legal receptionists can only work 40 hours a week, which still leaves a large stretch of time without call coverage.

Virtual receptionist services can solve these problems for an affordable price. Highly trained agents are live on the line, prepared to answer calls 24/7. Expect lead conversions to increase now that callers reach a live agent rather than voicemail. Prepare clients for meetings by sending documents via email. Create customized scripts that ask pertinent questions leading to a consult. Grow your client base with bilingual call support. The benefits of virtual receptionist services are endless – how does your current call handling procedure stack up?

Frances Starr, Director of Sales & Marketing for Alert Communications. Alert Communications provides 24/7 call answering support.

Having some extra customer support surrounding pre and post holiday hustle and bustle pays off immensely. Not only will you be providing new and existing clients with consistent high quality, you will also cut down on employee stress and increase your revenue.

The first item to consider is how orders will be placed throughout the season. By phone? Email? Online order form? A call center provides highly trained agents to handle increased order volume. Call center agents will efficiently and accurately place and manage orders as well as cross sell and upsell your products or services. Agents are also available to answer questions about shipment status, product details, new inventory, holiday specials, and other important information before, during, and after regular business hours.

Post holiday customer service is just as important if not more so – business owners know to expect a high number of returns, exchanges, and various questions about product care, set up, or problems encountered. Strengthen your customer service department with a team of trained virtual receptionists. Virtual receptionists follow customized protocol to handle each situation appropriately, just as a member of your own company would.

Call center and virtual receptionist services are an extension of your business, used to reinforce your own staff during heavy call times. Virtual receptionists will answer the phone professionally and courteously, greeting callers with your business name and following customized scripts that you provide.

Consult with your team before you’re in over your heads – virtual receptionists save time, stress, and money during the profitable but sometimes trying holiday season.

1. Check references.  Treat hiring an answering service as you would a new employee. Ask for names and phone numbers of previous or current clients in your industry to hear their experience with the company. Positive feedback warrants trust in the brand.
2. Visit their website. A good business answering service will have a quality website to match. Look for awards and certifications from industry trade associations on call-handling skills. You may also find articles, testimonials, and additional resources that add to the company’s credibility.
3. Make sure the services offered match your needs. Are there extra charges for live receptionists outside of regular business hours? Are bilingual agents available, and is there a fee? These are questions you need an answer to prior to committing.
4. Examine flat rate plans closely. Always check the fine print when finding an affordable flat rate plan. Many times these plans only include very basic services, without customizable scripting or after-hours call handling. Billing may also be deceptive, charging for more time than was actually spent working (caller hold time, for example).
5. Local vs. offshore call centers. Offshore call centers often utilize agents whose English is a second language. If you prefer to connect with clients using native English speakers, this is an area you need to address.
6. Emergency backup plans. What happens in case of power failure or natural disaster, closing the facility? A business answering backup plan is necessary to grant callers a high level of customer service all of the time. Backup for all electrical systems, hardware, software, and telephony redundancies should be put in place to guarantee 100% up time.
7. Contracts. Business answering services may require contract signing at the start of service. Find out if contracts are flexible in case you need to make amends to the plan. Many companies will allow flexibility so you receive the best service.

Once you are confident that the business answering service is a good fit, you can begin benefitting from it. Organize your days and simplify the road to success!

Focus on the positive even when you don’t know the answer.
Realistically, you will not know the answer to every question a caller asks. Rather than appearing uneducated about the client you represent, focus on finding an answer for the caller. For example,

Caller:  “Is Mrs. Jones available?”

Refrain from this answer:  “I don’t know. Let me try her line for you.”
Use one of these answers:
“If you can please hold for one moment, I’d be happy to check for you.”
“I’m sorry, Mrs. Jones is unavailable at the moment but I’d me happy to take a message and let her know that you called.”

Skipping the statement “I don’t know” jumps right to offering help to the caller (the action part of the statement).

Don’t make promises you can’t keep.
Time-sensitive questions are sometimes difficult to address when you aren’t certain of the time frame.

Common time-related questions:
“When will Mrs. Jones be in?”
“When will Mrs. Jones return my call?”

Instead of stating a time without Mrs. Jones’ consent, deflect the question and offer assistance in your control. This removes the “I don’t know” and replaces it with positive statements. For example:

“Unfortunately, Mrs. Jones didn’t check out with me but I’d be happy to take a message and let her know that you called.”
“Mrs. Jones generally returns her calls in the order that they are received, therefore, it is difficult to say exactly when that would be. However, I will make sure she receives the message immediately.”

Choose the method of communication preferred by your client.
Every person is different when it comes to communicating throughout the day. Some people prefer responding to emails, others like to talk it out on the phone. Know what your client prefers and point callers in that direction.

“Mrs. Smith is currently out of the office, but has Internet access and will happily reply if you’d like to email her directly.”
“I’d be happy to forward you to Mrs. Smith’s voicemail and she will return your call as soon as she can.”

Simultaneously satisfy your client and your client’s callers by being aware of communication preferences.

Frances Starr, Director of Sales & Marketing for Alert Communications. Alert Communications provides 24/7 call answering support.

Mr. Thompson is a testament to the fact that the life of an attorney can become overwhelmingly busy. Let alone not physically being available to answer every incoming call, sometimes it’s unnerving to switch gears quickly between a family member and a potential client. However, Mr. Thompson advises that attorneys steer clear of hiring an in-house receptionist and instead implement a virtual receptionist.

In his post, Mr. Thompson highlights the benefits of a virtual receptionist, including no overhead costs, 24/7 client communication, and effective task management (appointment setting, answering routine questions, etc.).

Read the full post to see how a virtual receptionist has improved Mr. Thomson’s office organization:  Virtual Receptionist Service: Who’s picking up your phone?

One problem many businesses face is the negative effects of offshore outsourcing. While the business move seems economical, the quality of care callers receive is sacrificed due to distance and language barriers. Maintaining a professional image for your company is a must. In a large city such as Los Angeles or San Diego, retention rate is invaluable considering the number of choices customers are given. Don’t lose your potential client base due to an easily controllable factor such as customer service.

Hiring a call center in California not only puts forth a professional “executive suite” image, it also shows customers your dedication to their satisfaction. Hiring a local call center in California demonstrates your concern and ability to take care of caller needs. While call centers in California may come at a higher cost, the price will be reciprocated by quality customer service and higher conversions and retention rates. A local center in California has the ability to focus on capturing leads and developing a rapport with natural ease of communication.

Remember: allocating a higher portion of your budget to manage the “face” of your business is a return on investment, not an extra expense. Alert Communications prides itself on being an extension of our clients businesses, almost making it seem as if we are part of their team. We happily provide services anywhere nationwide, making it our goal to connect on a higher level with potential leads and current customers to guarantee your lasting success.

Frances Starr, Director of Sales & Marketing for Alert Communications. Alert Communications provides 24/7 call answering support.

In a fast-growing business, order-taking answering services offer 24-hour support that is needed for a sudden influx in call volume. Trained call center agents provide superior customer service, product knowledge, and customized scripting so that you feel confident leaving transactions in their hands. Whether your business needs full time order taking or only over-flow coverage, an order taking answering service is truly the most affordable route to handle rapid business growth.

Benefits of an Order-taking Answering Service Include:

• 24-hour coverage so your business is reachable at all times
• Full time or overflow order taking answering service options
• Highly trained, articulate customer service representatives providing accurate order placements 100% of the time
• Money saved on in-house staffing and office facilities

Most importantly, an order taking answering service allows you to allocate your time to what’s important – running your business. An order taking business means higher profits, increased sales, and consistent high quality customer service, all while streamlining your business model for lasting success.

Frances Starr, Director of Sales & Marketing for Alert Communications.  Alert Communications provides 24/7 call answering support.

No Brick and Mortar Office = No Energy Expenses

Of the 77% of electricity produced by businesses running daily operations, the most energy-consuming category is office buildings (U.S. Energy Information Administration). Virtual receptionists allow you to save on heating, air conditioning, lighting, office equipment and appliances, and many more expenses that quickly add up.

Paperless Operations

Since the duties of virtual receptionists depend highly on technology, there is very little paper waste. Virtual receptionists conduct their day using email, chat, and traditional or web-based telephone. Cloud technology has also made going paperless easy, with platforms such as Google Docs, Google Calendar, and more. With one solo employee disposing an average of 10,000 sheets of paper a year, virtual receptionists are a valuable option to retain resources.

Employee Commutes Eliminated

Many larger businesses will employ a separate department solely for administrative and receptionist tasks. Depending on the size of the company, this could mean a large chunk of employees are commuting on average 30 minutes or more to and from work each day. For example, if 50 employees commute a total of one hour, this equals 27.35 tons of carbon dioxide emissions per week (Carbonica.org Commuter Calculator).

It’s simple to reduce your company’s carbon footprint by implementing remote business communications. In addition to saving resources, virtual receptionists can help cut spending and convey the image of an environmentally conscious company.