Having a virtual receptionist can take a huge load off your back. They can handle more tedious tasks that you don’t have time for anymore and take care of important customer service calls. You can give them access to your systems to interact with customers and attend to their specific needs, for instance, if you utilize online engagement platforms to better support a customer’s journey with you, this would be a great tool for a virtual assistant to have, so they are able to provide targeted solutions and advice.
Getting a great virtual team on your side can take your business to the next level. However, the trick is not to get complacent. Just because you have a bigger team and fresh voices on board it doesn’t mean it’s time to sit back and relax.
Conversely, you want to be figuring out how to optimise this service so it’s serving your company in the best way possible. This article will look into how to do that effectively.
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Optimise Your Virtual Service
To make the most out of your virtual receptionist service, there are some great tips you need to put into action.
- Think about the greeting
Considering the greeting can be a fantastic way to make a lasting impression on your customers. Really tailoring the greeting so it becomes more than just an opening line is crucial to engaging the caller. You can really work on triggering an emotional response just through the greeting alone.
This means it is well worth looking into how you want the representative to greet callers. Consider something warm, maybe adding their personal name and asking how they might help. These are all great ways to build rapport.
- Differentiate the types of calls you’ll receive
You know your business better than anyone else so it’s good for you to pre-empt the nature of calls you are going to get. In response to this, you can then set instructions for the calls you are going to get.
For example, consider who the call might be coming from. Do you get calls from potential customers, existing customers, suppliers, industry tradespeople? Think about how you want to prioritize the calls and deal with them effectively.
- Think about how your business operates
Try to call to mind any special meetings you have during the week or other circumstances that could crop up. This way you can tell your virtual receptionist to take messages or switch the call to voicemail. Therefore, time is saved and you are getting your full use from the service. The more specific you can get with your instructions, the more you can tailor the calls.
Ticking all the boxes will ensure every call is answered in an effective, friendly and professional manner. At the same time, you are getting your money’s worth as each call is handled just as it would be if the receptionist was in-house.