Answering services and virtual receptionists play crucial roles in improving business communication. Whether improving operations or providing superior customer service, there are a few factors to consider when choosing the right option for your business. Discover the difference between answering services and virtual receptionists, and how each can benefit your business.
Answering Services
Answering services are made up of a team of agents who handle incoming calls on behalf of your business. Their greetings are customized according to your preferences, and they are able to route calls where they need to go. Answering services are ideal for handling high call volumes, especially during peak call times or after business hours. In addition to basic call handling, answering services can take and relay messages, provide call forwarding, and basic customer support in accordance with your business’s standards.
Virtual Receptionists
Virtual receptionists are dedicated personnel to your business and act as a true extension of your organization. They can answer and screen calls, provide customer support, perform customer service tasks, and relay messages using customized channels such as fax, email, or text. Virtual receptionists can also assist in administrative tasks, schedule appointments, and manage calendars. This personalized touch goes beyond ordinary answering services.
3 Key Factors to Consider
There are 3 main things to consider when deciding between an answering service or a virtual receptionist.
1. Scope of Services
If your business experiences high call volume, or is in need of after-hours answering, then an answering service may be more beneficial. Or, if you’re looking to increase your in-person customer service, having a virtual receptionist takes the pressure off of the phones for your in-house staff.
2. Scalability
Answering services employ teams of agents that can be scaled quickly to grow along with your business. However, virtual receptionists have flexibility and can adapt to accommodate changes within a business. Additional virtual receptionists can also be added to help with increased call volume.
3. Cost
Compare the pricing structure for both options along with the services that they offer. Answering services may be more cost-effective for basic call handling, but virtual receptionists often offer a greater value to your business with their extended services.
Consider a combination
A hybrid solution may be a good option for your business. Fast-growing businesses can benefit from answering services that route to virtual receptionists to keep call volume at a manageable level. Small businesses can also benefit from a combination of the two by eliminating calls coming into their place of business. This allows them to focus on fine-tuning in-house operations.
Laser Answering Services
At Laser Answering Services, we offer answering services and virtual receptionist services, along with many other options for your business. Experience customized services that are in-line with your business’s practices and standards that help improve workflow, productivity, and customer service. Contact us to explore all of the options that can support your business, and start streamlining your calls today.
