Businesses have to deal with people- be it meeting them in person or talking to them, a business is in constant communication with its consumers. However, it is not possible for a single person running the business to maintain contact and schedules dealing with a large number of consumers. This is where answering services firms or virtual assistant firms like Virtual Buddys find their necessity- in maintaining schedules, appointments, and other components dealing with consumer relations. They vary in some aspects, and a firm must carefully choose which of the two is more suited to their requirements. In order to do so, it is necessary to understand both modes.
What is an Answering Service?
Answering service is a firm that has its own agents, deployed to help in the functioning of client firms. The deployed agents belong to a centralized team. The answering services receive messages and transfer the calls. The agents are capable of providing predetermined replies to FAQs. They may also respond with basic information about the firm. They put calls to different categories based on the guidelines provided to them by the firm and set the expectations of the consumers. When an important matter comes up, an answering service agent can forward them for hasty solutions and later check if the same was received by you.
Booking slots for appointments is a function performed by certain answering services. However, generally, agents do not function using the calendars, if it is not within a specified service. Most answering services however can function in the field of consumer relationships and may keep the calendar updated with appointments. Moderate to large firms in the field can also offer round-the-clock answering services.
What is a virtual assistant?
A virtual assistant refers to an individual or a group of individuals or agents who are dedicated to supporting a firm, such as Virtual Buddys. Their primary function is transferring the calls and receiving messages. Virtual Assistant Services are more linked or have a higher degree of integration with the firm they function for. They extend their support to tasks related to projects or help in the administration, which are functions not related to answering calls over the phone. Virtual assistants may assist in arranging for travels or provide detailed services to a firm's consumers.
They may update the CRM of a firm with the latest schedules and the like. Emails may be used by them on behalf of the firm to strengthen client relationships. These may be particularly observed in the medical industry.
With time, they gather more information. They stay updated about the changes in the particular industry. Their individual information determines the quality of service.
The meaning of call centers
Even the call centers are a group of agents which are centralized. Call centers can handle an exorbitant number of calls for the firms which they support, with email services or placement of orders, and helping out with help desks. Either both incoming and outgoing calls or only incoming calls are tended to by the call centers.
The agents function as a receptionist of the firm. The call centers use their software to tend to the needs of medium or small firms, while for major firms, the CRM of the firm is used. The agents are not experts in the industry of the firm they serve. Telemarketing and other such services are offered by specific call centers. The agents have preset responses to different categories of questions.
How to determine the best option?
There are three questions that may be referred to while a firm decides between using an answering service firm or using a virtual assistant like Virtual Buddys.
- The first question is if the firm requires the assistance within a certain predetermined CRM or particular software. An answering service would be the better option if the response is affirmative. If negative and the firm expects fewer than a hundred calls per day, a virtual assistant suits the firm; if the figure is more than a hundred, a call center should do the job.
- The second question is whether a courteous professional could adhere to the protocols of the firm to provide assistance. If the answer is affirmative, an answering service may be the right fit; else, it is better to go with virtual assistants.
- The last question is if the assistance required is limited to attending calls to relieve the core company staff? If so, then a call center or an answering service is the right fit; if administrative help is required, a virtual assistant may be better.
While the services offered and quality vary from firm to firm, the definitions and descriptions covered are generic, and a business could be guided by the descriptions and the determining questions into hiring the best match
