Virtual Answering Services: Make Sure You Get a Great Return-on-Investment

Technology has changed the way we do business, there is no question.  But when consumers have questions, they want answers.  They don’t want to leave an email that may – or may not be – returned in the next business day.  They don’t want to have to press “1” or “O” multiple times to try and get a live person to hear them.  And they certainly do not want to be passed from one voicemail box to another.  Technology plays a massive role in any company or industry today, but it doesn’t replace human interaction.  When you consider virtual answering services, you ensure your callers get the personal touch they need.

People do like the convenience of automated menus or just leaving someone a quick voicemail.  They do like being able to complete transactions online or on the phone.  But invariably, when they have a concern or question, they would like a human being to answer it.  As a small businessperson, you need to focus on your work, but you also need to make sure administrative tasks are handled promptly and professionally.  This becomes more difficult as you get more and more consumed with customers and clients. 

A virtual service can handle calls, as well as other services that need immediate attention, such as appointment scheduling, lead tracking, call routing, and more.  To ensure that you – and your clients or customers – get the service you need, look for the following before you decide on a receptionist service that is right for you:

• Full range of services.  It is nice to have a human voice greet callers, but also make sure that voice company you choose is able to provide additional services, including appointment scheduling, online order processing, sales lead tracking, voicemail services, call rerouting, and others.   If your company has individual needs, ask the virtual service if they can accommodate them.
• Trained professionals.  Your receptionist – whether she is in your office or in a remote location – needs to have the skills to handle your work demands easily and professionally.  Ask about training they receive, as well as their hiring qualifications.  Remember, while they are not technically your employees, they are doing important work for you.  You deserve to know if they are qualified.
• Nice people!  There is nothing worse than waiting to speak to a live person, and then having that person be rude, inconsiderate, condescending, curt, or just plain unknowledgeable or unhelpful.  Callers must be greeted by someone friendly, and they need their concerns addressed.  No one is expected to know everything, and if there is a question that your receptionist doesn’t know the answer to, she needs to be able to find someone with the answer.
• Price.  Does the call answering service charge a base fee and then add charges for individual services?  This is a great way to exponentially expand your bill and to pay far more than you should.  A flat fee per day is optimal.

Hiring an employee can be too expensive for small companies, but that doesn’t mean you have to forgo offering human contact to your callers.  There is no substitute for personal interaction: you will find your return on this investment to be quite high.  First-time callers become repeat customers, and everyone you work with will know you will always be there to take their calls thanks to your virtual telephone answering services.

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