If you run a business that gets a lot of calls, you know the challenge: the phone rings non-stop, and you can’t let calls go to voicemail—that could be a potential sale or a customer needing help. This is exactly where a virtual receptionist comes in handy.
What is a virtual receptionist?
A virtual receptionist is either a service or software that handles incoming calls for you. They can answer basic questions, schedule appointments, and perform call routing to make sure calls get to the right person at your company.
Why hire a virtual receptionist?
Hiring a virtual receptionist brings several benefits:
- Cost Savings: Employing full-time staff is expensive—think salaries, benefits, and office space. Virtual receptionists can be a more budget-friendly option, especially AI-powered ones, which are ideal for small businesses.
- Time Savings: Many business owners find themselves tied up with reception duties. By outsourcing this task, they can focus on growing their business.
- 24/7 Availability: Virtual receptionists can take calls day and night, over weekends, and on holidays, so you never miss an important call.
- Scalability: These services can scale with your business, helping you manage call volume as your business grows or during busy periods without the need to hire or fire staff.
Types of virtual receptionists
Companies that advertise a “virtual receptionist service” are often referring to various types of services. The quality, cost, and customer experience can vary widely. It’s key to know the differences.
Interactive Voice Response (IVR) Systems
You’ve probably encountered an IVR when you call a large company like a bank. “For customer service, press 1. To check your balance, press 2.” IVRs use pre-recorded messages and allow callers to navigate a menu by pressing buttons on their phone. They’re not traditional receptionists, but many businesses use IVRs under the ‘virtual receptionist’ label.
Human-Powered Virtual Receptionists
These are services that employ people to answer your calls remotely. They “virtual” in that they aren’t in your office but still act as your front desk. The average staffer at a virtual receptionist company lhandle calls for 10-30 different businesses, so while you can set basic instructions, they aren’t dedicated to just your business. Their main job is to take messages and manage basic follow-ups, though for an extra fee, they might handle some admin tasks like booking appointments.
AI Virtual Receptionists
An AI virtual receptionist can do much of what a human-powered service can, but often at a lower cost. They use artificial intelligence to interact with callers, providing a seamless experience that can sometimes mimic real human interaction.
Is a virtual receptionist the same as a virtual assistant?
Not quite. A virtual receptionist primarily focuses on handling incoming calls. They’re your frontline for phone interactions, managing appointments, and routing calls.
On the other hand, a virtual assistant offers broader support, like managing emails, handling calendar appointments, and sometimes even social media or project management. Think of a virtual receptionist as a specialized type of virtual assistant with a focus on voice communications.
What’s the difference between a virtual receptionist and a call center?
The main difference lies in the scope and scale. A virtual receptionist service is typically designed to manage calls for small to medium-sized businesses. They might handle other communication tasks, but their primary role is to act as your reception desk.
A call center, however, is equipped to handle a much larger volume of calls and usually provides support for larger organizations or businesses with high call volumes.
Call centers can handle customer service inquiries, technical support, and more, across multiple channels beyond just phone calls.
Do virtual receptionists only handle phone calls?
Primarily, yes, but some virtual receptionist services may offer other forms of communication. Depending on the service provider, they might also manage live chat, text messages, and email interactions.
Should you hire one?
It can be overwhelming to consider the different options available to you. Ultimately, ask yourself how much you’re willing to spend and what the main challenge you need to solve is.
If you need assistance with emails, contacting customers, and managing your schedule, the scope of a virtual receptionist may be too narrow for your need. Instead, you need an assistant.
However, if you need help answering the phone and taking a message, an human-powered firm or AI virtual receptionist may be a good fit for you.