Virtual Receptionist Service vs Live Answering: Which Should You Choose?
Of all the services that call centers offer, when should you consider getting Live Answering and Virtual Receptionist Service?
It’s easy to become befuddled when there are so many distinct business support services available, each with its own set of terms.
So, if you’re a little lost, don’t feel bad. It’s a minefield of information out there! We’re here to help you out by simplifying the procedure and shedding some light on it.
Let’s start by discussing two of the most confusing services in the industry: Live Answering Services and a Virtual Receptionist.
What are the differences between the two, specifically? And when is the right time to get each service?
Live Answering Service
When a client calls in, an answering system is used for the primary conversation. But in a study, 90% of customers prefer speaking to Live Customer Service Agents rather than the IVR.
These figures matter because many business owners nowadays are scouring to find live answering agents. Their focus now is to have their customers speak with a real person and get answers to their issues faster.
You’ll have dedicated phone operators who will receive incoming calls using your company name and respond to clients according to your branded script in the most basic of live answering setups.
This script will often include the most basic information, allowing the live responding operator to obtain the relevant information, including a message, which they will relay to your company.
Live Answering Service is ideal for a small business in the early stages of expansion.
A telephone answering service can give your brand a professional look and feel, giving you an advantage over your competition. A good first impression can help a potential customer decide whether or not to do business with you.
What do Live Answering Service Providers Do?
A professional answering provider offers a plethora of services for small businesses. This includes the ability to quickly scale and ensure seamless operations.
Besides taking in calls, here are some of the services that a Live Answering Service provider offers:
1. Call Screening
A live agent can ask screening questions, arrange an appointment, and brief and prepare your customer for a follow-up before calls are transferred to your company.
A live answering service can also help you eliminate spam.
Robocalls, spam, and phishing efforts are not only eating up your time and resources, but they may also be extremely aggravating and uncomfortable.
You may spend your valuable time being productive while a live answering service agent screens telemarketers, robocalls, and spam for you.
2. 24/7 Service
A live answering service agent can help you leave a good impression on your customer that you appreciate them. By providing outstanding customer service, they will be more likely to stay with your company, especially if they can communicate with an agent on a regular basis.
A round-the clock service can help your business big time. Every time a call comes in, make sure to answer it in less than 20 seconds. If a call goes to voicemail instead of being answered by a real receptionist, many callers will hang up. If this is the case, they may instantly contact your rival.
So the question is, how can you get more leads if you cannot even make a customer want to stay with your brand?
Live answering service can help you fix this with a 24/7 service.
3. Customer Support
Customer Support is the act of delivering prompt, sympathetic assistance while keeping the requirements of customers at the forefront of every engagement.
Having great and prompt customer support can help you get a leg up on the competition. But you obviously need to properly answer every call and give individualized customer care and attention to your customers.
Luckily, with a live answering service, you do not have to worry about quality. Plus they can also help you set appointments for your business.
Virtual Receptionist Service
A virtual receptionist (VR) can handle almost all of the duties that a traditional receptionist.
When not taking calls, a VR can write letters, plan work schedules, and schedule appointments.
A virtual assistant can also help with personal tasks like making dinner reservations, making trip plans, and checking on the availability of the Chief Executive Officer’s dry cleaning.
They accomplish this, however, outside of the workplace, in a distant location, whether at home or in an overseas call center.
What do Virtual Receptionist Service Providers Do?
Virtual receptionist companies can provide a myriad of services. And here are a few of the most crucial functions a virtual receptionist can provide.
1. Live Answering
Like Live Answering Service, Virtual Receptionists Service can also provide your business with a person to answer the phone on your behalf.
This can help your business to enhance your customer service with professionalism and personalization.
You may tailor the greetings agents use when answering calls and select how agents should handle each sort of contact you expect to receive with a VR.
2. Message Taking
Taking messages is one of the most basic virtual receptionist services, which entails recording caller information as well as the reason for the call.
3. Call Transfer
Virtual receptionists can route calls to the appropriate phone number, which you can set in your answering service agreement.
Callers that require immediate assistance are transferred to your staff members, which streamlines the answering process and speeds up the resolution of client inquiries.
4. Appointment Scheduling
Many virtual receptionists can set appointments for you using a calendar program.
You may set the hours and locations where your company is available for appointments, and the virtual receptionist will take care of the rest.
They can also notify you when new appointments are added to your calendar.
5. Round-the-clock Availability
Many answering services are available 24 hours a day, seven days a week, which is critical if you want to provide your consumers with a point of contact after business hours.
6. FAQs
Some virtual receptionists will keep a running list of answers to frequently asked questions about your company so that they can assist callers with simple inquiries.
If you give this list to the answering service, it can help you cut down on call transfers and messages to your internal staff.
Which Should You Choose?
The gap you’re trying to fill in your organization will determine whether a virtual receptionist or a live answering service is better for you.
For instance, if your primary priority is ensuring that calls are answered, a live answering service is a scalable and cost-effective solution. And there is no real need for the other virtual receptionist services.
Here are a few scenarios in which one would be preferable to the other. This will assist you in matching them to your needs so that you can discover the best service for you and your company:
Get a Live Answering Service if you are:
- Start-ups and small to medium-sized businesses with a modest number of employees
- Businesses that rely on phone calls for the majority of their leads and sales
- Businesses that receive a large number of calls outside of normal business hours
Get a Live Answering Service if you are:
- Small businesses that take a lot of phone appointments (e.g. clinics, professional services, real estate agencies, tattoo studios, etc.)
- Businesses that are expanding and need receptionist services but don’t have the resources to hire a full-time employee
- Small businesses that need receptionist services but don’t have a central office
How to Start?
If you are wondering how to start getting a call center partner? Follow these steps:
- Determine the goal(s) first – Before you get into the nitty gritty of running a call center, ask yourself why you need one in the first place. Consider what you’ll need and clearly establish the core goal(s) of your call center.
- Decide on a budget – You must first establish a budget before deciding which form of call center is ideal for your type of business. Determine how much money you can afford to invest in launching a call center.
- Identify your call center type – There are a few different types of call centers to consider, each with unique benefits, depending on your needs. There are such things as inbound and outbound, shared and dedicated service.
- Build your team – Now that you’ve decided on the type of call center you want to open, it’s time to assemble a team to assist you in making it a success. Keep in mind that outsourcing helps you get the best talent out there, compared to inhouse hiring.
- Train your employees – As part of your call center setup, provide training to ensure that your personnel are properly prepared to do their duties. You can teach people in an offsite location, such as another call center, online, or on-site to do this.
- Find the right software and tools – At a minimum, our in-house and digital call center agents will need high-speed Internet. There are also other tools and software your call center may need such as IVR, ACD and CRM.
- Invest in culture – With so many calls going place in a single day, working at a successful call center might feel daunting for everyone involved. That’s why, when it comes to how your call center operates, effective leadership and management are critical.
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