Many business owners erroneously believe that they can provide a higher level of service to their customers by having a live receptionist available during working hours. Although there definitely are some benefits to providing people with the opportunity to connect to a live switchboard operator, this is no longer a necessity due to the virtual call center option. In fact, making the switch to a virtual call center can actually help you greatly increase your customer satisfaction.
How Does a Virtual Call Center Work?
In the standard business environment, a customer’s call will be answered by a receptionist who than determines which office number to connect them with. Unfortunately, there are many drawbacks to this approach, including the fact that calls can be missed when the receptionist is already speaking to someone else. Additionally, it is important to note that even a highly professional receptionist can still have a bad day, and this could end up reflecting poorly on your business.
Due to this, it is becoming increasingly common for companies to switch to a virtual call center company like Avoxi. This option provides callers with a recorded message that politely thanks them for calling and expedites the process of appropriately transferring their call. As an added bonus, you will have many quality control options that you can utilize via an online dashboard such as the option to review the time and length of each call and even listen to them if you have the recording feature turned on.
Additional Perks of a Virtual Call Center
Every company from home-based businesses to large brick-and-mortar locations can save a lot of time, money and customer frustration by switching to a virtual call center. After all, you will never need to worry about someone taking a break, being tied up on another line or treating your customers poorly because they are having a bad day. It is important to note that a virtual call center is less expensive than paying a receptionist’s salary, and it will never need sick or vacation leave. Your customers are also certain to love the fact that they will be able to connect with the appropriate voicemail 24/7 because you have a virtual call center in place.
Effective Call Screening
Many high-profile businesses need to screen their callers to ensure that they do not spend a lot of time discussing irrelevant matters such as whether or not they want to change their long-distance provider. A virtual call center will make it easier to connect salespeople with a specific voicemail that is monitored for any legitimate calls that need to be returned. Alternatively, if you have a live receptionist in place, they are much more likely to get worn down by the persistence of salespeople, and this could cause them to connect high-level employees with undesirable callers.
As you can see, having a virtual call center will provide you with several notable perks. Due to this, it is no wonder that so many leading businesses have already made the switch. You can improve your customer service and reduce your expenses by signing up for a virtual call center and moving away from a traditional receptionist environment.