When choosing a live answering service, there are a lot of options out there: virtual receptionist services, answering services for attorneys, small business answering services, you name it! But how do you know which one is right for your business?
It all comes down to why you're looking for a service: Would you like to appear bigger and more professional? Do you have in-house staff but need help with overflow? Or do you simply want to enhance your customer service by saving your clients from the voicemail abyss? Once you've determined the why, you can ask yourself these logistical questions to find the perfect fit:
What tasks can the virtual receptionists do on your behalf? If you're a lawyer, a live virtual receptionist service for attorneys might be right for you. You'll likely want a service that can perform intake for potential clients and transfer judges and people from the court straight to your desk or cell phone. Answering services typically don't have the capability to distinguish between types of callers nor can they connect calls live.
When are they open? Some call answering services provide support during normal business hours (Monday through Friday), and others are open 24/7. If you're looking to appear professional, with a friendly receptionist, then you may not need additional availability. If you're a marketing firm, your callers may not expect a live person to answer at 11:00pm and were actually wanting to leave you a voicemail. Virtual receptionist services that are open during business hours can usually set up a myriad of afterhours solutions for you including a general voicemail box, one with an option in case of emergencies, forward your calls to another number, and more.
Who will be answering your phones? Many services have stock photography on their website; you may not know who will be answering your phones (and the turnover rate could be enormous). However, the very best way to find out who will be answering your phones: Call them! Call your perspective service multiple times during your decision process, and if they offer a free trial, call them a few more times.
Listen to how long it takes the virtual receptionists to answer, how cheerful they are when they greet you, and how smooth the entire process is. Most likely, these will be the same receptionists who will answer your calls, and it's a good indicator for how your clients will be treated when they call your business.
Note: If you ever reach an automated greeting, are put on hold for an extended period of time (and no one checks in with you), or the receptionists sound unhappy every time you call, it's a sign that service may be too busy and the receptionists overworked. That can lead to high turnover and predict an overall poor experience for your customers.
Where are the virtual receptionists located? If you have a US-based company and are looking for someone to sound like they're in-house, a US-based virtual answering service is the right way to go. Outsourced answering services are often less expensive, but you may compromise some communication for the price break. If you're looking for a US-based virtual receptionist service, pay attention to the fine print. Some call answering services have an American headquarters so that they can say they're local, but their receptionists are out of the country. When in doubt, call and ask!
After you've looked at your reasons for hiring an answering service for your small business, ask yourself What, When, Who, and Where? Nailing down these answers will help you find the best virtual receptionist service for you.
It all comes down to why you're looking for a service: Would you like to appear bigger and more professional? Do you have in-house staff but need help with overflow? Or do you simply want to enhance your customer service by saving your clients from the voicemail abyss? Once you've determined the why, you can ask yourself these logistical questions to find the perfect fit:
What tasks can the virtual receptionists do on your behalf? If you're a lawyer, a live virtual receptionist service for attorneys might be right for you. You'll likely want a service that can perform intake for potential clients and transfer judges and people from the court straight to your desk or cell phone. Answering services typically don't have the capability to distinguish between types of callers nor can they connect calls live.
When are they open? Some call answering services provide support during normal business hours (Monday through Friday), and others are open 24/7. If you're looking to appear professional, with a friendly receptionist, then you may not need additional availability. If you're a marketing firm, your callers may not expect a live person to answer at 11:00pm and were actually wanting to leave you a voicemail. Virtual receptionist services that are open during business hours can usually set up a myriad of afterhours solutions for you including a general voicemail box, one with an option in case of emergencies, forward your calls to another number, and more.
Who will be answering your phones? Many services have stock photography on their website; you may not know who will be answering your phones (and the turnover rate could be enormous). However, the very best way to find out who will be answering your phones: Call them! Call your perspective service multiple times during your decision process, and if they offer a free trial, call them a few more times.
Listen to how long it takes the virtual receptionists to answer, how cheerful they are when they greet you, and how smooth the entire process is. Most likely, these will be the same receptionists who will answer your calls, and it's a good indicator for how your clients will be treated when they call your business.
Note: If you ever reach an automated greeting, are put on hold for an extended period of time (and no one checks in with you), or the receptionists sound unhappy every time you call, it's a sign that service may be too busy and the receptionists overworked. That can lead to high turnover and predict an overall poor experience for your customers.
Where are the virtual receptionists located? If you have a US-based company and are looking for someone to sound like they're in-house, a US-based virtual answering service is the right way to go. Outsourced answering services are often less expensive, but you may compromise some communication for the price break. If you're looking for a US-based virtual receptionist service, pay attention to the fine print. Some call answering services have an American headquarters so that they can say they're local, but their receptionists are out of the country. When in doubt, call and ask!
After you've looked at your reasons for hiring an answering service for your small business, ask yourself What, When, Who, and Where? Nailing down these answers will help you find the best virtual receptionist service for you.
Source...