Outsourced Virtual Receptionists| Beepo

What is a virtual receptionist?

A virtual receptionist is responsible for the exact same tasks as an in-house receptionist, only, they work remotely. They assist an organisation in answering incoming calls, taking messages for relevant stakeholders, transfering calls internally and handling all front-of-house tasks. They are experts in understanding the structure of an organisation and know exactly who to contact when addressing client needs.

Virtual receptionist duties and tasks can include:

Transferring incoming calls to relevant departments
Creating meeting agendas and scheduling appointments
Handling queries and complaints
Upholding company values and tone as first point of verbal contact for a business.

These remote receptionist tasks are particularly well-suited to being outsourced. Organisations free up their local teams’ time by sending these admin based tasks to outsourced virtual receptionists. This allows your onshore team to focus on performing higher value, revenue generating work.

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What key skills and qualifications make a great virtual receptionist?

Much like in-house receptionists, virtual receptionists handle customer complaints and queries before escalating them further. They need to be able to remain calm under pressure and possess some conflict resolution skills to ensure they do not get overwhelmed. Multi-tasking and organisation is also an important trait when dealing with several calls at once. Being able to prioritise and know who to transfer these calls to can be challenging and takes practice; often requiring familiarity with CRM databases.

Outsourcing service providers recruit virtual receptionists the same way an internal, talent acquisition team would. Essentially, they ask the same questions to understand whether these offshore candidates would be able to provide the level of quality required by Australian organisations:

What experience and knowledge do you have answering incoming calls within a customer service role?
What are your conflict resolution skills like?
How do you ensure excellent communication in resolving customer queries and transferring clients onto appropriate departments with ease?
Provide an example of how you dealt with a difficult customer and resolved the issue in a quick and efficient manner?
What typing skills and time management techniques do you use to ensure that calls are completed efficiently and tracked as needed?
How familiar are you with CRM databases?

A higher education degree is not required to be a successful virtual receptionist. However, a certificate in business administration can be helpful in understanding organisational processes. Proficient computer skills and telephone etiquette is essential to efficiently run a remote reception desk.

Outsourcing companies can help you find the right candidate to meet your organisation's requirements. By hiring these virtual receptionists who can answer client queries efficiently and transfer calls effectively to internal departments will increase customer satisfaction and in turn, revenue.

Benefits of outsourcing virtual receptionist roles

Organisations are able to appreciate the added benefits that come from offshoring virtual receptionist duties to the Philippines, including:

Increased employee satisfaction

Give your local team peace of mind by relieving them of any unnecessary tasks and sharing the workload with an offshore team or team member. This will help increase employee satisfaction within your business. With your virtual receptionist team able to focus on what they were hired to do, you can expect to see a positive change in your working atmosphere.
Cost savings

Hiring local staff can prove very costly to an organisation. Hiring an offshore team member that can assist your local team with routine virtual receptionist tasks for a fraction of the price will help you control costs in your organisation, saving up to 70% when compared to hiring locally.
Business growth

Hiring full time offshore virtual receptionist can help increase profits and supercharge your business growth. By adding extra capability through an offshore team, your local employees will have additional capacity to take on more work and grow your business sustainably.
Efficiency increase

Sending daily, time consuming, repeatable systems administrator tasks offshore will allow your local team to take on more work. By sharing the workload between your onshore and offshore team, you will notice a drastic increase in efficiency and productivity within your organisation.

Outsourcing your receptionist roles to the Philippines can represent significant cost savings of up to 70%. At Beepo, we offer a simple monthly fee to help you reduce your overheads and focus on growing your business. This monthly fee covers everything: including infrastructure, security, recruitment and training, management and staff benefits.

For more detailed information on costs, please arrange a business consultation so we can tailor a solution to your business needs.

How does hiring an outsourced virtual receptionist work?

This first step is to find out if your business is offshore ready. If the answer is yes, here are the next steps:

Create a job description: to help us hire the right candidate for your role. We can also assist in this process to ensure we are finding the best talent in the current local market.
Source the right candidate: we source candidates across our database and the local market before presenting you with a shortlist of the most suitable candidates available.
Screen and interview: you screen, interview and select the candidate(s) you’d like to hire while we take care of the infrastructure set up to get them ready to work for your business. It’s usually around six to eight weeks to get your offshore staff up and running.
Onboard and train: your business, along with the operational assistance of our offshore management team, organise new staff onboarding and training, including the use of your systems, any relevant processes and workflows they may need and an overview of your company values and culture. This will help your new team member fit seamlessly into your organisation and assist in effective change management with your existing onshore team members.

The Beepo advantage

Beepo is an outsourcing company based in Australia that offers businesses a distinct competitive edge with offshore staffing solutions. We take the time to understand the hardships our clients face when it comes to recruiting hard working, dedicated staff. The Philippines is renowned for its rich talent pool. This makes us adept at finding and recruiting the best talent for our clients.

Additional sales support roles and services your business can outsource to the Philippines

So, you've decided to send your outsource lead virtual receptionists tasks to the Philippines to take advantage of the benefits of outsourcing. Why not consider embracing offshoring solutions for your other sales support services as well? Take a look at the below list of roles and services that are well-suited to offshoring: