Running your own business is no picnic.
It takes courage, patience, and determination to build and grow a company from scratch. But with the right people on your team, your business can survive and thrive regardless of challenges.
It’s not only about hiring the right people, but also assessing how well they perform and what they contribute to your business.
Fortunately, there are tried and tested ways on how to do just that. Let’s start with your virtual receptionist.
Importance of Virtual Receptionists in Business Operations
A virtual receptionist (VR) answers calls, schedules appointments, screens callers, and takes messages for you.
They are usually based abroad, such as the Philippines, offering Western companies virtual receptionist services at competitive rates.
By delegating a range of customer service responsibilities to these remote professionals, you can free up time and energy to focus on your core business functions.
Key Metrics for Evaluating Effectiveness
The right virtual receptionist should be able to deliver on their KPIs. Here are some metrics to help you evaluate their performance properly:
1. Call Handling Efficiency
How well does your VR handle calls from different clients or customers? Are they equipped with the right information to resolve issues accurately?
To find out, monitor the average time it takes your virtual receptionist to handle each call. You can also evaluate their call resolution rate.
A higher resolution rate usually implies better efficiency and problem-solving skills.
2. Appointment Scheduling Accuracy
Do they always get the appointment details right? Or have they been missing out on important dates or names?
You can check the accuracy of their appointment scheduling by comparing the actual appointments with the ones they’ve scheduled. Inaccurate appointments may be a sign that they need to work on their attention to detail and organization skills.
3. Response Time
How long does it take them to answer calls or emails? Do they have a standard template for routine inquiries? Or are they struggling to answer basic questions?
Measure the average time it takes them to answer chats, emails, calls, or messages.
A shorter response time indicates efficient customer service, but don’t forget to consider the quality of their response or the difficulty of the inquiries.
4. Customer Satisfaction Ratings
Your customers are your most important stakeholders.
A skilled virtual receptionist can make them feel that way. You can evaluate how well they do this through feedback forms or surveys.
If a VR gets a high satisfaction rating, they’re likely delivering great customer service and support.
5. Call Volume Trends
The number of calls you get can also determine the effectiveness of your customer service.
Consistent high call volumes might suggest that your virtual receptionist is great at managing incoming calls. This encourages customers to reach out in the future.
Conversely, a low number may indicate a decline in customer engagement or satisfaction levels. Customers may be disengaged or are already seeking alternatives elsewhere.
These are just some of the key metrics you can use to determine whether your virtual receptionist is performing well, in need of additional training, or in more extreme cases, are not a good fit for your company and need to be replaced.
Or you can skip all the hassle and just hire a skilled virtual receptionist from the beginning with the help of Remote Staff. Call us today or request a call back now.
Syrine is studying law while working as a content writer. When she’s not writing or studying, she engages in tutoring, events planning, and social media browsing. In 2021, she published her book, Stellar Thoughts.
