Our clients who work in private practice range from Osteopaths to Hypnotherapists to Solicitors. There are countless professions where it is not possible to interrupt a treatment, meeting or session to answer the phone. So what are the alternatives to a receptionist being employed at your place of work to answer the phone when you are unable to?
By using a virtual reception such as Best Reception, you can ensure that you don’t miss calls from new potential clients and what’s more, we can even book appointments for you, as part of the service.
Using an online diary system (either our system or your own) we can schedule appointments for you, cancel or move existing appointments, advise clients of appointment times, pricing and availability. Furthermore, if you provide additional information such as “how to find us”, “what to expect” or “how to prepare”, this can all be passed onto your customers as part of the service.
At a fraction of the cost of employing staff and without any of the employment woes, by working with a virtual reception such as ours, your callers will be completely unaware that we are external to your business. Your new client will be happy and assured that their appointment is booked and confirmed, thereby ensuring that your potential client doesn’t call the next number in the book…
And what’s more, with Best Reception you can try this for yourself completely free of charge.
Best reception are more than happy to offer a free trial to all our new clients, completely without obligation. There are a number of reasons why we do but principally it is because it gives our receptionists a chance to shine… and almost everyone that does trial Best Reception keeps on using our service afterwords.
Many of our clients have never used a telephone answering service before and they may not realise quite how seamlessly it can work for their business. The free trial enables clients to dip a toe without any risk or commitment and also provides an excellent opportunity to compare answering services so that you can select the best answering service for your business.
We have just had one of our clients, an Independent Mortgage Broker in Leicestershire, describe our telephone answering service as “making the world of difference” to the running of their company. They have also recommended our services to other companies.
One of our clients, who specialise in Finance and H.R recruitment throughout Essex, use our service to help them to manage the workload of having have new candidates joining them everyday. When a new candidate joins they send their CV with all their employment history and contact details. The recruitment company then send us the CV to be formatted. They have given us a detailed template for us to follow, to format the CV to the highest standard. For example, we must change any references to “I” into the third person, and we also make sure that all aspects of the CV are separated into the right categories. Education categories are divided into that which is standard Education, and that which is qualifications gained beyond this. IT Skills are also picked out of all CV’s and placed into a separate section. We always make sure that the CV follows the template exactly.
Every client is different, and they may have different specifications due to the size of their company. An example of this with one of our clients is a recruitment company that are based in a small office in Shropshire. They are a smaller company and we have fit our call handling to their specifications.
For example, we never put the caller on hold. We always say that my colleague is on the other line unless they update their movements on their online diary to say otherwise. This is because of their small location, clients calling in would know that we could see them, so we would not need to transfer calls, or check if they are available.
Also, as they are a recruitment company, we need to take certain information from prospective candidates. The main thing is to ask them to send their CV over and say that one of the consultants will be in touch once they have had a look through. We also ask them what position or type of work they are interested in and where they heard if us.
We also will deal with prospective new clients, who are looking for us to help them recruit for a position. What we then do with these calls is take their details, along with a description of the job roll, and tell callers that a consultant will be in touch as soon as possible.
Also with another company of ours, who are a childrens bike accessory distributor, we use information provided to answer lots of queries. This is a valuable service to a lot of our clients as it means they can spend more time running their business while we answer the frequently asked questions. For example, with this client, we answer questions concerning delivery times. We can tell callers that delivery will take 2 working days if ordered by a courier before 2pm, and we can also tell them what courier service is used. We can also answer questions people have about the products themselves. For example, we have been given information about the differences between the products, the dimensions and what age range the products are made for. We also have information on the returns policy, informing callers that items can be returned if the original order details are kept. Also we can deal with urgent queries as well, prioritizing these problems above the rest so they are dealt with as soon as possible. Having all of this information makes the callers feel like they are talking to somebody within the company.
Another example of Best Reception being more than just an answering service is with one of our clients who are are a mobile car mileage correct company, with engineers based all over the UK. They have provided us with an excel spreadsheet, which contains the costs to perform a car mileage correction for all different makes and models of cars. Because of this, when callers would like a quotation, we can give them the details there and then. We also do our best to secure the booking for our client by letting the callers know that they can be booked in within the next few days at a location of their convenience.
One of our clients, who are an IT Solutions company, managing the IT Departments for small companies, require us to log their help desk faults. On top of receiving their calls, we also receive all of their help desk emails. When one of their clients email in with a technical fault we then have to log into their system and raise a ticket for the fault. We fill in a form which asks for the contact name, the company site they are emailing from and details of the fault. Filling this in then creates the ticket. On top of this we also update tickets that have already been raised for previous support problems. We can access old tickets and when their clients email in with updates on a particular problem, we can action these updates onto the existing case.
One of our clients, who runs an osteopathic practice, has just called in to say that quite a few of his patients have commented on how nice his receptionists are. He said that he is “absolutely delighted” that his clients have felt compelled to tell him what a pleasure it is to speak to his receptionists.
One of our clients we book in patients for are an Osteopathic Clinic based in Surrey. We are able to access their diary system via a remote desktop connection which allows us to book in their patients. Many of their patients call up to book, cancel or move appointments. When this occurs we access the system, add the relevant information and book them with the Osteopath of their choice. When new clients call in to book, we follow instructions provided and add all of their details onto the database. We then make sure they are aware of where the clinic is by giving them detailed directions.
We also carry out a lot of other activities on their system. For example, when patients want to speak to an Osteopath before they book in their appointment, we can raise a new telephone call within the system informing them that they need to call their patient as soon as available. If any patients are holding for particular dates or times, we place them on a holding list and then regularly check the list against any cancellations that may occur.