A quality virtual receptionist is a great addition for companies looking to decrease their overhead and maintain their efficiency when it comes to administrative and customer-facing operations. However, while it is easy to hire any virtual receptionist, you need to understand that this position entails a lot of critical business interactions with your customers.
To help make the hiring process easier, here are some signs of a quality virtual receptionist that you can keep in mind when searching.
No one wants to converse with someone who is always glum and pessimistic. When your clients call, they expect and want to speak with someone who is positive and exudes the right levels of confidence.
A quality virtual receptionist should have this trait. A majority of customers can fall in love with your brand if your customer service is top-notch. They will eventually share your brand with others as well, and this is one of the many ways your company can grow.
Quality virtual receptionists form relationships with your clients. It would be best if you had someone who is intelligent and can catch on quickly to your business protocols, policies, and even nuances. A smart virtual receptionist will understand the right questions to ask and understand how to answer both specific and confusing requests.
Remember that there is a limit to how much information a receptionist can intuitively provide in conversations. To help, you should draw up a manual to help them with their work. With their intelligence, they should be able to absorb everything from your training or through your supervision.
Quality Virtual Receptionists with Initiative
The ideal virtual receptionist should be able to see problems and offer solutions on the fly. They should be able to create the right processes to handle tasks, and they should be able to check in on processes to find the proper feedback.
Try to check how the receptionist will handle disgruntled customers, forgetful clients, and a spontaneous barrage of calls. This will show how they work under pressure.
A lot of virtual receptionists manage several processes at a time. Of course, this works for your benefit since you won’t need to pay for full-time staff. However, a quality virtual receptionist will also need the right organizational skills to attend to all clients meticulously.
Whether other employers work with the receptionist, it would help if you always were assured that they are working on your tasks.
So, try to keep track of the receptionist’s hours, experience (mostly related to your industry), and tools. You can also get references to find a clear picture of their service level.
Make Sure Your Quality Virtual Receptionist Has Empathy
Empathy is a vital trait for virtual receptionists to have. They should be able to understand customers’ problems and address them as quickly as possible. No one likes being put on hold or being disrespected. They want to be treated with kindness, and empathy is the key to doing that.
When interviewing a virtual receptionist, you should get references for their training. You want someone professional to handle your phone calls and customer relations, and you want to know that this person has the right stuff.
Not every virtual receptionist has this, but it is an added advantage. One of the signs of a quality virtual receptionist is whether or not they have a disaster plan.
Always remember Murphy’s law. Anything that can go wrong will go wrong. Your receptionist should always be eagle-eyed to see errors and mistakes that might happen and always be prepared to mitigate them when they happen.
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