Running a business from home

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If you are running a business from home, you will know first hand how difficult it can be, as you are faced with many distractions. Many of our clients who run businesses from home are juggling their household responsibilities along with the day to day running of their business. The result of this is that they find their time is taken away from their phones. Furthermore, many of our clients do not wish to disclose to callers that their business runs from within their home, and try to avoid callers hearing unavoidable background noises such as the door bells ringing or dogs barking.

Outsourcing your reception will provide your company with a cost effective means of maintaining your professional image, as well as helping to relieve some of the stresses that come with running your own business. Your receptionist will answer your calls in a polite and professional manner and handle them in any way you require. We can transfer calls through to you directly if you wish, and if it is not convenient for you to take the call we can simply take a message for you. What’s more, you can let us know your schedule and we can advise your callers accordingly of any meetings or appointments you have. We also offer a free sales screening service, getting rid of those nuisance calls free of charge, saving you more valuable time.

Outsourcing your reception will help ensure that you never miss call, and will also provide your company with that all important professional image.

Switchboard service for small businesses

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Using an outsourced reception has proved to be hugely beneficial for small businesses within our clientele. Many of our clients use us as their centralised switch board, to handle all of  there incoming calls or act as an overflow system to support their existing team.

Best Reception is extremely cost effective; we are able to supply you with a fully fledged switchboard at a fraction of the cost of employing in-house operators. Many of our clients, who have a smaller call intake, find outsourcing their switchboard more feasible as it cuts costs without compromising on quality. In many ways we could help improve your reception service by constantly maintaining a high level of professionalism on every call. Having a team of friendly receptionists answering on behalf of your company will eliminate usual staffing woes that may occur  (i.e. sick and holiday cover).

We can transfer calls to an unlimited amount of staff members, locations and departments, allowing all calls to come through on one main line. Not only will this help you appear as a larger enterprise but if the member of staff asked for is away or otherwise engaged we can put the call through to someone else or take a bespoke message on request. This will help keep your customers happy as they will never be greeted by a busy tone or answer phone message, which can be extremely off putting leading them to take their business elsewhere. Automated switchboards can be equally as off putting due to people wanting to speak to an actual person rather than listen to a recorded message. By diverting your switchboard to us this is achievable on every call improving your customer service.

In addition to this, we offer a sales screening service. This stops any unwanted calls being put through to you leaving you more time for the more important aspects of your company. Over all Best Reception will help with the day to day running of your company and our switchboard service can be done so seamlessly that your callers will assume we are in-house receptionists

Taking time for yourself

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In any line of business, it is not only vital for a successful business but also for your personal wellbeing that you find time for yourself. Many business owners or managers can be consumed by the day to day running of a business, and all too often feel the stress and strain as a result of this. However, it is not always feasible to employ help, having full time assistants can be very costly. This is why many businesses use an outsourced reception – it is a cost effect way to relieve their workload!

Having an answering service to take your calls, only during your busiest hours of the day if you so wish, could make all the difference to your workload. Having your callers greeted by a professional and friendly receptionist, allows you to not have to worry about missing calls. What’s more, you having complete control of your diverts means that you will be able to pick and choose when you need a hand!

Another example of how many of our clients utilise this service is our virtual reception booking service. Many of our clients use our online diary service to book and manage their appointments, whether they run clinics that we book clients into, or use our receptionists to manage their day to day appointments.

We understand the importance of representing your company. We therefore will always take the time to learn about your company and what you require from our service. We will set up a bespoke script for you and take the time to make sure we deliver the highest standard of service – therefore you will not need to worry about sacrificing quality by taking on a virtual reception.

Telephone Answering Service to take orders

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Here at Best Reception many of our clients use our telephone answering service as an order line, to process
orders for their customers. There are many ways in which we can do this, for example,
we can use online payment systems (i.e sagepay), a personal websites checkout
or we can just send you order information via email.

For many of our clients, this saves them valuable time as well as money! Letting best reception handle their order taking means their time can be better spent in other areas of running their business, and it is
also a cost effective way to have your very own sales team.

It is also vital for success that potential customers can reach you quickly (i.e. not be greeted by a call waiting message) and that their requirements are dealt with efficiently. What’s more, having a telephone
answering service as a customer order line also means you do not alienate any clientele that do not like to place orders online on unfamiliar websites, they will be able to call through to a team of friendly receptionists.

With one of our clients, they have provided us with a secure online payment system as well as access to their order database. As a result of this, we can place ordered quickly and securely for any customers that call in.
What’s more, we can also deal with customers enquiring about the status of their order, and make any amendments. If customers would like to know expected delivery dates, or if there order has been despatched, we can provide this information. We can also edit existing orders, if customers call in and they
would like to change what they have ordered.

This service works incredibly well for many of our clients, as it provides them with a cost effective customer service team to take their orders, as well as saving them valuable time to concentrate on other areas of
running their business.

More than just an answering service

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Here at Best Reception many of our clients enjoy the benefits of our service being so much more than just a telephone answering service. An outsourced reception can help you effectively manage your time by relieving more of the day to day pressures of running a business as well as answering your calls. 

Our call handling software allows us to access vast amounts of information about your company, enabling us to answer any common question or queries your customers may have. For example one of our companies we take orders for sell fruit baskets. We get asked for prices, opening times , methods of payment and many other general queries they may have which we are able to answer. We can also answer questions about the products themselves for example how fresh the fruit is, what fruit is used and how long will it last for. With any urgent enquiries we can patch to you so you can speak to them directly. Having all this information makes the callers feel like they are talking to someone within the company.

Another example of Best Reception being more than just an answering service is the booking service we provide for many of our clients. Having an outsourced reception to handle your booking not only saves money but also allows you to never miss out on potential business and manage your time effectively. For example one of our clients who run a natural drug free remedy clinic for respiratory problems have clinics based all over the world. They have provided us with logins to access their diary remotely, where we can book their appointments for two of their clinics and we also have lots of information sheets with session times, directions, what to wear, massage therapy and much more.  This greatly helps the running of their clinic as client needs are catered to quickly and efficiently by prompt appointment booking and question answering.

Client feedback

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One of our clients, who are a financial advisors based in St Albans, informed us that their clients have been asking about the “delightfully cherpy young girl that answers the phones”

Well done to all the receptionist for your continued hard work! 🙂

Answering Your Calls – Keeping your script up to date

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To give the illusion that we are a Front of house receptionist working solely for your company, we give you the opportunity to access a free online diary. Here you can add your daily activities for example meetings, phone calls or even lunch dates! All you need to do is block out the time that you will be unavailable on the diary and the reason why. We then add this to your script. This means that when a caller asks for you we can give them an accurate answer about your whereabouts, and can give them a time that you will be available. Your diary will be checked every half an hour so any movements that you update at the last moment will be put straight on to your script! However if the diary is not for you, you can simply call in or drop us a quick email to let us know your whereabouts and we will update your script so we can let callers know.

However saying this we do not ask for you to provide us with your daily movements if you do not want to, sometimes our clients would rather stick to our normal call handling instructions for example to always say “out of the office” or “on the other line” to callers.

To an extent we rely on you to keep us up to date with any company changes so we can make sure that your scripts is correct. This might be any new starters at the company or any new promotions we should be aware of.  All you need to do is drop us a quick email with the relevant information, for example if it is a new starter you would like to add you can simply email us with their name, position, email and if required phone number. This will be set up immediately and will be active within roughly 15 minutes!

However we do as much as we can our end to keep your script up to date. For instance if anyone asks to speak to someone we do not have on our system we will contact you and ask you if you would like us to add them. Likewise if callers enquire about a service that we are not familiar with we will contact you for some more information so we can handle all enquiries to the best of our ability. Not only this but we also try to contact you from time to time just simply to go through the script we have for you and ensure that it is all up to date and relevant.

Customer Service – A Key Ingredient in Success

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When people ask me what we do at Best Reception, a typical answer would be likely to be that we are a “virtual reception” or a “telephone answering service” however, this doesn’t necessarily do justice to our company or the brilliant team that we’re lucky to have.  Although our core activity does definitely involve providing a reception service to answer the phone for hundreds of companies, we are at our very core a customer service company, through and through.

Every time one of our virtual receptionists answers the phone, they ‘put on the hat’ of the client that they are answering the phone for and for the duration of that call, it is vital that they provide the highest level of customer service to their caller.  As the actual activity that each call involves varies so immensely, from taking customer orders to booking apppointments, providing product information or even just putting the caller through to one of our clients, the phone is simply the medium used for our team to provide this brilliant customer service.

Many company owners that approach Best Reception, looking for a solution to their telephone answering needs, are still in the fledgling stage of their new business and will be looking into the various ways that they can ensure their new business thrives.  If I could offer just one piece of advice to any such business it would be to provide brilliant customer service in every aspect of your business.

Our success as a company is 100% dependent on the people we employ and ensuring that they understand and buy into our belief in brilliant customer service.  They are not just the front line of our company, they’re the front line of our customer’s companies too – and as a business owner, I would need to have exceptional confidence in any company that I was enslisting to represent me and I would definitely check for a proven track record, testimonials and client recommendations.

When considering which virtual reception to choose, it is likely that price will be a factor and understandably so.  We’ve always prided ourselves on offering exceptional value for money and a clear pricing structure but I genuinely hope that when people recommend our services to others (as they often do!) that they focus on the quality of our receptionists, their poisitivity, professionalism, friendliness and the great customer service…

…if they also mention the fact that we’re extremely competitive on price too, that’s a bonus!

Case study 13: Outsourced switchboard service

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An example of the benefits of an outsourced switchboard can be seen with one of our clients, who are a large metal supplier.

Their company is made up of number of different departments, such as accounts, sales, dispatch, and goods in.  Within these departments, they have a large work force, totaling over 80 employees.

As their outsourced switchboard, we guarantee that no call of theirs is missed. We also have easy access to all employees and departments, therefore being able to efficiently forward on calls to the relevant team. For example, with callers asking for sales, we follow instructions to always transfer the call. We only ask callers for their name and company then try all of the contacts within the sales team until we get a response.

All of the virtual receptionists have taken the time to extensively learn about the running of this company, therefore when calls come in, we can accurately assess the correct course of action. As a result of this, their callers would not know that we are not based in their offices.