subject: What To Look For In A Virtual Receptionist Service [print this page] What To Look For In A Virtual Receptionist Service
When you are trying to choose a virtual receptionist, there are some features that you should keep in mind.
Response And Holding Time
Depending on the capacity of the facility and the call volume they receive, a virtual receptionist service can have varying amounts of hold time. It's ideal to minimize holding to less than 30 seconds, but a wait time of one minute is not unacceptable. If you choose a service that has longer holding time, be sure that you are able to set some type of customized recorded greeting, or there is a procedure in place for operators to greet callers, notify them that their call will be answered shortly, and put them on hold after that; it is essential that callers be reassured that they have dialed the correct number and their call will be received as soon as possible.
Troubleshooting, Appointment Setting, And Customer Service Options
Depending on the nature of your business you may need any or all of these services; being aware of what is available is the first step to ensuring that you get the best out of your virtual receptionist service. Engaging a service that offers these options is an easy and efficient way to take some of the call load off of your own staff or ensure that customer services remain accessible even during closing hours for your office. There will be some amount of setup necessary when the service is first put into place, to ensure that your customer service procedures cover all your bases and accomplish what you want them to accomplish effectively, but once you have developed the procedures well, you'll see that a virtual receptionist service can make the administrative work of handling phone calls much easier.
Voicemail And Pre-Recorded Messages
Some virtual receptionist services charge fees based on total operator time devoted to your account; they may also offer options that allow you to reduce these, such as IVR (Interactive Voice Response) systems with recorded messages, voice mailboxes, and so on. If you are out to minimize virtual receptionist costs, then these features allow you to provide enhanced calling features for your clients without generating expensive operator bills. You may even be able to set up your service to direct calls to your recorded message system during particular parts of the day.
