Virtual receptionists can help businesses to make the most of every call or communication that comes their way. They can transfer calls to the appropriate employees, take messages for those who are unavailable, process orders or respond to leads, and provide potential clients with important information about products or services. In order to fulfil these tasks effectively, virtual receptionists must possess a range of important skills. Here are five qualities that make for an excellent virtual receptionist.
1. Communication skills
Virtual receptionists must be skilled verbal and written communicators. It’s vital to have a pleasant telephone manner so that clients feel valued from their first point of contact with the business. It’s also very important that receptionists can communicate information clearly and concisely to customers looking for support. When taking messages or scheduling call-backs, receptionists must be able to maintain clear written communications to ensure the appropriate employees receive the right information.
2. Time management and organisational skills
It’s common for virtual receptionists to be managing multiple tasks at once, so it’s vital that they manage their time effectively and can organise their workload and workspace efficiently. They must be capable of moving between tasks smoothly, and able to refocus quickly after being interrupted by phone calls. Their time management skills will also come in handy in cases where they schedule calls or appointments on behalf of other people.
3. IT skills
Virtual receptionists rely on their computer to complete their duties, so it’s vital that they’re tech savvy. They may have to move between multiple pieces of software at once, and they’ll need to navigate that software quickly to complete their tasks efficiently. The more IT experience an individual has, the more confident they will feel in using unfamiliar software or teaching themselves new skills as necessary. There’s a major digital skills gap in the UK, with just one in ten workers currently possessing adequate digital skills. Those with strong digital literacy can therefore find excellent opportunities in the virtual receptionist industry.
4. Attention to detail
Since virtual receptionists take messages, process orders and schedule appointments, it’s vital that they can spot errors in their work and rectify them to avoid communication errors. Receptionists might be the first point of contact a potential client has with a business, and something as small as a typo in an email could give a negative first impression. 68% of people are less likely to do business with a brand that has spelling or grammar mistakes in its messaging. Individuals who have a strong eye for detail tend to make good virtual receptionists because they can quality check their own work efficiently.
5. Self-motivated
Virtual receptionists usually work alone and without the supervision of a manager. It’s important that they’re independent and self-motivated so that they remain efficient and focused throughout each workday. They must feel confident in their ability to make good decisions and solve problems on their feet in instances where they can’t refer issues to a senior member of staff.
Virtual receptionists are multi-skilled multitaskers
The role of a virtual receptionist is fast-paced and varied, which is why multi-skilled multitaskers tend to be the perfect candidates. If you’re planning a career as a virtual receptionist, focus on improving the five skills outlined above. For business owners looking to hire a virtual receptionist, look out for candidates who possess these qualities.
