A virtual reception service can take many different forms. There are auto attendants that have callers scroll through menus and press buttons and there are IVR or interactive voice response systems that use a combination of voice responses and push button features.
There are also true Operator Assistant options that allow the caller to speak naturally in conversational language and the system will connect the caller to the correct department, self-help area or professional.
Choosing which type of system is best for your business includes considering three essential features that will be required for any type of business or entity using a virtual reception service. Taking the time to think about how important each of these features is to your callers as well as for your business can help you to make the best possible choice.
Caller Needs
Establishing why callers are calling in will be critical in setting up a service. The needs of an automated hospital call center will very different than those of a retail business or a company in the service industry.
Look for a system that allows the specific needs of the callers to have priority. Some systems are designed to be a one size fits all solution, which typically means a lot of compromise for both the callers and the business.
Caller Ease of Use
If you only have a couple of departments or staff members addressing calls a menu type of service may work. Once callers have to listen to more than 2 or 3 options, it can be frustrating as well as confusing.
In these cases, the ability to simply tell the virtual reception service what is required without having to listen to endless menus and options or trying to remember which button to push is a very important factor. It also reduces redirection when a customer makes an incorrect choice.
Effective Use of Live Operator Services
When the system is designed for caller ease of use and clarity, there is an immediate reduction in the number of requests for assistance from live operators. This frees up the live operators to focus on calls that require more than basic information and routing to different departments.
Customers benefit from shorter wait times for operators and increased personal attention. They also have the advantage of finding out basic information quickly and efficiently through the automated system. This makes the custom experience positive and streamlined, which in turn creates a great impression of your service.
