How to prepare your business for a virtual receptionist service

A virtual receptionist service is a B2B support system where an outside party answers calls and chats on behalf of your company. This team is often “an extension of your business,” as they are contracted to relay messages or refer customers to people within the company who can help them.

24/7 coverage for your business requires a lot of manpower. Virtual receptionists are not based in your office, but they have their own respective home offices that they work from. 

Virtual receptionist LA experts have listed the things you need to prepare to get ahead when using virtual reception service.

1. Involve key stakeholders

Whenever you’re looking to implement a change in your business, make sure to include the right people from the start. Furthermore, keep everyone updated along the way for maximum transparency and a smoother process overall.

Making people aware of a coming transition is not enough. The more involved they are in the process, the less likely you will encounter pushback or confusion later.

2. Plan and set expectations

As with any new business change, it’s important to have a clear plan in place before starting. This includes setting expectations for your virtual receptionist team, such as what type of calls they will handle and how they should forward inquiries or messages.

It’s also crucial to establish communication channels between the virtual receptionist team and your company, so everyone is on the same page.

3. Evaluate regularly

As with any business change, it’s important to evaluate your virtual receptionist service on a regular basis.

This can help you learn from past experiences and ensure that you are getting the most out of the partnership moving forward. It can also help you set benchmarks for specific elements of your working relationship or overall results.

4. Consider your integrations

You likely use integrations in your business on a daily basis without even realizing it. The number of integrations you use and the extent to which you use them depends on the size of your company and the different software programs you use to manage your business.

For the majority, this will include the tools your virtual receptionists will need to bring into play in order to authentically personify your business.

The sales process is critical, and your sales team and virtual receptionists should be in sync. Your receptionists should route the newest leads to your salespeople as soon as possible.

Most virtual receptionist services come with their own appointment scheduling tools that also integrate well with common calendars. This way, you can keep track of your appointments easily.

5. Set up live chat on your website

One of the common question’s asked, is can virtual receptionist do more than just answer your phone calls and the answer is yes. Adding live chat to your website opens up a whole new avenue for leads and customers.

You can capture leads who would otherwise slip through the cracks, as well giving existing customers another line of support outside of traditional phone lines.

Work with your IT team/developers to add the code to the backend of the website, or use one of our easy builders integrations, depending on your platform.

Once you’ve completed the integration, your virtual receptionists can answer chats through your website 24/7, just like they do through your phone.

6. Be patient

Although the transition to a virtual receptionist service can be exciting, it’s important not to rush the process too much. Take your time and make sure you’re setting yourself up for a successful partnership with your service provider.

7. Communicate effectively

As with any part of your business, communication is key when you’re working with a virtual receptionist service. Make sure to keep them updated on any changes and collaborate closely as you go forward.

One way to do this is to create a channel for regular updates via email or chat, so your team can give quick feedback about any issues that arise.

8. Set targets and be ready to adjust

You need to hold your virtual receptionist service accountable in the same way you would any other part of your business, by setting targets and evaluating progress along the way. A number of things can be measured internally.

It’s crucial to understand that your service can always adapt to suit your needs. Teach your team how to give feedback about every element of the service, so you can create a loop of testing, getting feedback and then improving things.

By doing so, you can create a long-term relationship that will help your business grow and thrive for years to come.

9. Take your time

The transition to a virtual receptionist service can be exciting, but it’s important not to rush the process too much.

Be sure to take your time and ensure that you’re set up for a successful partnership moving forward.

10. Keep experimenting

As with any business change, it’s important to keep experimenting and evaluating the effectiveness of your virtual receptionist service over time.

This can help you learn from past experiences, set benchmarks for specific elements of your working relationship, and get the most out of the partnership moving forward. And ultimately, this will help you grow your business and thrive in the long run.

At the end of the day, your business is unique and you need a virtual receptionist that can meet those needs. Find a team that will work with you every step of the way to build that service together. By investing in planning and preparation up front, you’ll enjoy smoother transitions and better results overall.

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