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Training Your New Virtual Receptionist: Dos and Don’ts

Start-ups and other smaller businesses simply do not have the time or resources to train an in-house receptionist. Those that do, fail to see why receptionists are important, if at all.

If you look at the role of a receptionist from the perspective of potential clients and leads, things start making more sense.

Think of your receptionist as the first and last line of defence for your product. Receptionists take phone calls, assess how valuable the call is and route it to a suitable handler once the caller has passed certain screening tests. Least to say, this is not a simple task and requires plenty of hands on training.

This is why virtual receptionists are a great alternative to traditional receptionists, in that, they already have essential skills needed to support your company, the only help they need is a little bit of information and on boarding. It is common for businesses to remain sceptical about sharing key company secrets with their virtual receptionists, shuddering at the idea of company secrets leaking out.

But realistically speaking, you cannot expect a virtual receptionist, irrespective of their expertise, to help your customers if they don’t have enough information. Here are key dos and don’ts you should keep in mind when sharing information with your virtual receptionist.

The Dos

Details of Your Business

In order to make sure your virtual receptionist can handle calls with efficiency, you need to provide adequate documentation, product information and if possible, less sensitive credentials. This will save both your virtual receptionist and your in-house staff invaluable time spent understanding each other’s obligations. It is absolutely important to the success of your relationship that you communicate important details to them.

Sharing Your Company Vision with the Receptionist

You don’t have to spend hours dictating your company’s vision to the virtual receptionist, but it is important that everyone is on the same page.

And this requires you to share important details about company goals, missions and its future trajectory. Virtual receptionists work more efficiently when they have a better understanding of your business strategies. It also helps them feel more integrated to your team and might even go above and beyond the call of duty to help convert leads to sales.

The Don’ts

Not Sharing Details of In-House Staff

Your virtual receptionist won’t magically come up with solutions out of thin air. If they don’t know details about your business, product or service, it will become harder to answer basic queries. Not having access to people with the right information further complicates the mater, which is why you need to make your employees accessible to virtual receptionists.

Either dedicate a single team member to handle queries of your virtual receptionist or open up lines of communication between essential team members and the virtual receptionist.

What we do in telephone-answering.biz is to ask the business to either set up a sales leads and admin email as well as essential contacts we can either connect calls to or send messages to for actioning or contacting the new client.

Not Giving Information about Clients

Your virtual receptionist will always run into picky clients who want answers to very specific queries. Standard procedure doesn’t apply and if your virtual receptionist doesn’t have the information you could end up losing an important client.

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