What’s a Virtual Answering Service and How Does It Work?

Virtual Answering Service

When you think of the word “receptionist,” an image of a person sitting behind a desk in the lobby of an office might come to mind. However, chances are you have called a business and spoken to a virtual receptionist many times without even realizing it. Not sure of what the difference is? Read on!

Below we will answer and discuss the following questions:

  • What is a virtual answering service?
  • What does a virtual receptionist do?
  • Can a virtual receptionist work remotely?
  • Will my customers know I’m using a virtual answering service?
  • How can a virtual answering service help my business?

What is a virtual answering service?

Virtual answering services are companies that employ trained individuals to serve as a remote extension of a business’ team. Specifically, they assist with call handling and customer service-related tasks. They receive specialized training in these areas, and they learn all about your business, industry, and customers prior to answering calls on your behalf.

What can a virtual receptionist do?

Don’t let the name fool you- virtual receptionists are real, live people who can offer your callers the opportunity to connect with a friendly, compassionate representative of your business. They perform many of the same tasks as a traditional receptionist or secretary, including the following:

  • Answering phones and greeting callers
  • Transferring calls to the right people
  • Taking detailed messages when necessary
  • Replying to incoming live website chats and SMS text messages
  • Managing your appointment book
  • Answering questions about your business such as hours of operation, location, etc.
  • Qualifying new leads
  • Providing bilingual support in both English and Spanish
  • Supporting your business in the event of an emergency or natural disaster

Unlike traditional receptionists and secretaries, virtual receptionists are outsourced instead of being employed by your business. This can help you save on a variety of costs, including hiring, training, equipment, technology, salary, and benefits.

Can a virtual receptionist work remotely?

These days, more people are working remotely than ever before. While many businesses and workers are new to the concept, virtual receptionists have been working remotely for decades. With that said, it’s not necessary to partner with a virtual answering service that is located near your business. The virtual receptionists who manage your phones have years of experience working with using call forwarding technology, so you’ll never have to worry about confusion or errors.

Will my customers know I’m using a virtual answering service?

Virtual receptionists work in quiet spaces and are knowledgeable about your business’ services or products. They will represent you with the highest levels of professionalism, compassion, and efficiency. So typically, your callers will just assume that they are speaking to an in-house employee without giving it a second thought.

However, if a caller asks whether the virtual receptionist works for the company or an answering service, he or she can respond according to your wishes. We can also disclose this information on every call if that’s what you prefer. Ultimately, the choice is up to you.

How can a virtual answering service help my business?

Not only is an answering service typically cheaper than hiring an in-house receptionist, but it can help you grow your business in a variety of ways. Here are some of the reasons that business leaders choose to work with a virtual answering service:

  • 24/7/365 support. Our agents are available day and night, and they are ready to jump in whenever you need them.
  • It frees you up. Just think how much more you could get done without having to constantly answer your phone!
  • You’re always covered. When you work with a virtual answering service, you don’t have to worry about someone calling in sick and having to cover them.
  • More calls answered. By simply answering more calls, your customers will feel like a priority and appreciate you for it.
  • Better customer service. We offer the friendliest, most professional virtual receptionists in the industry.
  • Bilingual support. Finding an in-house receptionist who is fluent in both English and Spanish can be difficult, but a bilingual answering service is a cost-efficient solution.

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