A virtual receptionist can do everything an in-house receptionist can do – and more. They can take incoming calls, handle complex inquiries from customers, check an order’s status, schedule appointments, and even upsell callers into buying more services from your company.
In fact, the right kind of virtual receptionist is a productive salesperson, converting callers into customers every day. So how do they learn how to do all this? Here’s how it happens.
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Hired Right, Trained Right
It starts with the reception company hiring the right professionals. Virtual reception companies must seek out the best applicants from around the world. The ideal candidates have a high level of natural ability combined with extensive learned skills.
A great virtual receptionist has a special combination of 6 qualities:
Warm patience. Their voice conveys warmth, understanding, sympathy, and compassion.
Ability to stay on-brand. They stay laser-focused on the brand image of the company.
Unflappability. Nothing shakes them up or prevents them from acting professionally. Ever.
Respect for the rules. They remain within the boundaries of what’s allowed.
Organizational skills. They have a reliable way of staying completely organized.
Determination for Follow-Through. When they say they’ll follow up, they always do.
After being hired, they go through a rigorous customer service training session that ensures they meet high standards for professional behavior. The company may test their response time, typing skills, organizational skills, and ability to stay cool under pressure.
Professional Tone and Demeanor
A virtual receptionist’s phone voice is a crucial part of their success. Your customers judge them – and your company – instantly based on their tone of voice and inclination to help.
Virtual receptionists are trained to handle customers patiently, with sincere dedication to serving them. A person doesn’t usually call your company unless they need something; the right receptionist gets to the bottom of their needs quickly and provides a positive resolution.
Your Company Background
When you hire them, virtual receptionists are trained extensively on your company background, mission statement, products, services, and rules. They might be instructed to read through your company’s website and sales materials before spending a moment on the phone.
This means when your customers come calling, your virtual receptionist will sound exactly like someone who’s sitting in your building. The experience will be seamless from an outsider’s point of view – in fact, it’s likely to be much better than the service provided by an ordinary receptionist, who may not have the same skills or training.
Your Customers’ FAQs
Every company has a long list of questions customers ask over and over. “How much do you charge?” “Do you offer free estimates?” “How soon can I get an appointment?”
Virtual receptionists are trained on the answers to a long list of FAQs. And they know how to take questions to the next level: using your products and services to solve customers’ problems.
With the help of a scheduling system, they can book appointments and meetings without your involvement. You can focus on the money-making part of your business, rather than taking phone calls all day long.
Do’s and Don’ts
Virtual receptionists are also trained on the boundaries you have established. For example, an attorney’s office must require that its receptionists never offer specific legal advice. Instead, those calls should be transferred to a legal assistant for more help.
What kind of boundaries does your company have? Maybe your CEO wants your receptionists to handle 100 percent of company calls, without ever interrupting your staff, from 8 a.m. to 5 p.m. That’s easy to accomplish. The receptionist simply answers all the inquiries they can, checks with you each day after 5 p.m., and returns
Receptionists can also be instructed to use a decision tree, where they handle most day-to-day calls themselves but certain calls are escalated to a designated person like a department manager. You can also keep certain people totally off-limits, like a busy CEO.
Upsells and Conversions
Did you know a virtual receptionist could be your key to customer conversion? With their friendly, upbeat style and wide base of information, they make perfect ambassadors for your company.
Here are some tips for working with your virtual receptionist to make more sales:
- Ask receptionists to follow up on callers’ questions
- Empower them to offer tempting deals to first-time customers
- Encourage them to mention your latest special offer
- Train them on your company’s “conversion words” like discount, sale, and free
- Have them use proactive language, like “Let’s get you scheduled for an appointment.”
Need more information about how virtual receptionists are trained? Connect with Reliable Receptionist. We have world-class receptionists who can help your business shine.