You’ll probably want to ditch your ball and chain regular phone system after you’re finished with this article. One of the most popular features that comes with Internet phone services is having a voice-controlled system, also known as Interactive Voice Response (IVR). Think of this system as your own personal virtual receptionist. It welcomes callers and directs them through a voice menu.
Let’s have a look at the great features that a virtual receptionist has for businesses like yours!
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How Your Business Can Improve Communication & Branding with a Virtual Receptionist
Nowadays, you can run your company with a single phone number. The secret?
Each employee is assigned an extension. Traditionally, the receptionist has been doing the job of answering the phone and directing callers to the right person. The system does the job of your human receptionist.
2) Responsive and Interactive
More than just welcoming callers with a fancy message and putting them on hold until one person picks up the call, a voice-controlled system will interact with them. The callers can follow the system’s instructions and respond by pressing touches on their telephone keypad or by voice.
3) Speech Recognition: Language, Accents and Dialects
Yes, a virtual receptionist makes it possible for the caller to say the name of the person they want to talk to, answer a question, say a list of numbers… The possibilities are endless. The system not only understands what the caller says in various languages, accents and dialects, it can also help secure transactions made over the phone. For instance, more banking institutions have started plugging a voice recognition feature to their system, so it can validate the caller’s identity as he or she speaks!
4) High Call Volumes Are No Longer an Issue
Your call volumes can grow faster than your head count. In this scenario, your virtual receptionist has your back. The system will handle multiple calls at the same time without the callers noticing there are other people on the line. When you combine the system with call transfer and voicemail features, you’re guaranteed for success. No call will ever be missed.
5) Always On
People can call at any time, your system will always respond because it is available 24/7. Anyone who wants information that you have pre-recorded in your system will have it right away, even when your offices are closed. You can configure your system to provide different information based on the time of the call.
6) Save Time and Increase Productivity
Because your clients can call and get information from your company without talking to any human being, your virtual receptionist becomes a staff member! Some of the calls you get are only related to your business hours, confirming an appointment, or current promotions, for instance. Think about all the time saved when an employee does not have to answer these kinds of questions because your virtual receptionist does it all!
Moreover, the system will save your employees’ time, they can do much more in a single day. With more efficiency, your operational costs get lower. This is an essential benefit of having a virtual receptionist.
7) Bolster Your Company’s Image
When you’re able to shorten the waiting time once the caller reaches an extension, you will improve your customer satisfaction. None of your customers, partners or providers will ever feel frustrated or left behind if they know they can always speak to someone when they call your company.
8) Save Money
Finally, your business can benefit from cost savings. Firstly, the system is designed to route callers based on the most appropriate agent that could best serve them. This helps prevent callers from being placed through to the first available agent who may or may not be able to deal with the call and risk frustrating, or even losing, an opportunity. Secondly, you can recognize the customer’s Caller ID, giving your most important customers high queue priority.
Your Bottom Line
And there you have it! Nothing sets a company apart like consistent customer service. Because when you deliver the optimal customer experience, you can expect greater customer satisfaction, loyalty and referrals.
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