How A Call Center Can Act As Your Front Desk

customer-service-1460518__340For many small business owners, including solo entrepreneurs and independent contractors, hiring a front desk receptionist to take incoming calls doesn’t make economic sense. But then the dilemma is how to still provide personalized customer service so that callers talk to a live person rather than voice mail when they need to. The answer is to find the right call center whose professionally trained staff acts as front desk receptionists.

For example, at Towne Answering Service, we have several clients whose businesses are entirely virtual—like property managers, cleaning companies, and technicians—so we are literally their front desk receptionist, answering their calls and connecting with them according to their preferences.

When our professional virtual receptionists answer a call, customers aren’t even aware that they’re speaking with someone outside of the business. Live receptionists answer with the name of the business, and are equipped with scripts and appropriate information to act as an extension of that business. Using the call center’s staff and technology enhances a small company’s professional office image, while freeing up time and resources for the company’s employees.

Calls can be handled live from start to finish, or directed to voice mail at any point that the business owner specifies. The owner also specifies which calls are answered and when. For example, call center receptionists can manage all incoming calls, or pick up those calls that haven’t been answered by the company’s staff by the third ring, or just manage after hours calls.

A major advantage of having a call center as a front desk is that customers who are calling with an urgent need are greeted by a live agent and then quickly connected to the designated staff person who can resolve their issue. For businesses in the medical field, or for plumbers, HVAC providers, and others who must be able to respond to urgent matters, having a friendly receptionist greet callers 24/7 is reassuring for the customers as well as for the business owners.

For other companies that don’t feel the need for up-front live operator assistance, call center answering services can also offer a fully electronic option which still notifies the staff person that would need to respond. Callers are greeted with a message that prompts them to select an option based on their need. The voice mail system then connects the caller to the designated technician or staff member responsible for that department. Alternatively, the caller could leave a message and the voice mail system would text the correct staff member who would then call in to retrieve the message.

Like a traditional front desk receptionist, Towne’s call center technology can also manage “tiered dispatching’ which initiates calls to multiple phones simultaneously or in succession based on priority.

The bottom line is that Towne can tailor a custom solution for your front office support, and at a fraction of what it would cost to compensate on-site staff. We manage your calls and connect with your customers as if we’re part of your business and on your team—because we are.

If you’ve been wondering how to improve your customer communications and appear more professional up-front, learn about how Towne Answering Service can partner with your business to provide personalized, exceptional customer care. Give us a call 800-660-4316 for a free consultation, or visit our website to learn more about our various business solutions and service commitment. Whether you are an existing or a new client, Towne Answering Service is always happy to consult with you to create a call center or answering strategy that meets your specific needs and goals.

Deb Crown

About Deb Crown

Towne Answering Service was established in 1968 to provide answering services for medical and commercial clients in the southeastern Pennsylvania area. Utilizing the best technology available at the time (the time was 1968 and the technology was a switchboard), Towne was able to establish a very faithful clientele, the majority of whom are still with us today. As time passed and technology advanced, so did the equipment. The answering service equipment evolved from switchboards to a basic computerized system with handwritten messages. From that, we were able to move to a fully computerized, paperless, state-of-the-art messaging system with digital lines and switching and were able to partner with our clients and provide a higher level of service.