Confessions of a Virtual Receptionist: How to Sustain Pep & Cheer Throughout an 8 Hour Day

By Marie R. | 09.20.2011 |

Virtual receptionists Marie, Lianne, and Mercedes

Rubys Marie (left), Lianne, and Mercedes at this year's "100 Best Companies to Work For" awards

We’re proud to say that today’s guest poster is one of Ruby_®‘s talented virtual receptionists, Marie!

“How are you are so perky?” Ask any virtual receptionist at Ruby, and she will surely tell you of a time when a caller or client asked her this very question. Our usual response is something about copious amounts of coffee, but I wanted to give a more comprehensive answer to this fabulous question. Personally, I draw energy from three main sources: Positivity, Health, and Community.

Positivity

Language is a powerful tool. Replacing drab words like “ok” or “sure” with WOW words, like “absolutely!” “fantastic!” and “certainly!” makes callers feel more cared for, and their happiness reflect back to you.
Phrasing your sentences so that the caller knows what you CAN do keeps calls on the right track, and everyone stays up beat.
Keeping your tone of voice cheery and helpful can create a positive atmosphere. To do this, simply smile while you speak. You’ll find that your tone of voice perks up as your lips curve up!

Health

Knowing ergonomically correct posture keeps my energy flowing in a positive direction. OSHA is a great resource and offers many solutions that I’ve seen Ruby employing such as wrist rests.
Healthy snacking is another way I keep my energy levels up. We virtual receptionists know that talking on the phone and eating do not mix, so I make sure to have something munchable ready on each break.

Community

Creating Community is
Via Awesomer

one of the Ruby Core Values, and it has been game-changer in my work experience. The little things my co-workers do for me can completely turn my day around. I was chipper for the rest of the morning after Lianne sent me this little guy!

Being friendly isn’t unprofessional! Personalized notes and emails are a great way to make someone feel appreciated, which makes everyone involved more cheerful! We received one of these e-cards from a client recently, and it made our day!
Lastly, I brighten my workspace with objects that make me smile. I keep special notes from my family and co-workers, along with a box of crayons for crafting fun cards:

Virtual receptionist Marie's desk

What do you have at your desk that makes you smile throughout the day?

Receptionist Etiquette Tip: 3 More Ways to Connect With Callers

By Phoebe Osborn | 09.13.2011 |

Receptionist Tips

Photo by Nicholas Smale

We’re all about creating connections at Ruby_®, so we thought we’d follow up on last week’s post about connecting with callers by giving you a few more tips from our virtual receptionist team. Our telephone answering pros don’t often have the opportunity for a long chat with callers, yet we routinely receive feedback about the positive impact our remote receptionists make on callers. How do we make a great impression in a short time? Here are three ways:

Look for an “in.” When a caller says something about him or herself, always acknowledge it, and never let a chance to offer help pass you by. Any opportunity to help your caller is an opportunity to connect! Here’s an example:

Caller: Will you let Susan know I’m going to be a bit late for my meeting? I’m having car trouble.

Receptionist: Certainly. Is there anything I can do to help? I’d be happy to call a cab for you, or help in any way I can. Car trouble is no fun!

Check in. Look for opportunities to ask friendly get-to-know-you questions of your callers. A great time to ask a friendly question is just after gathering a caller’s name: “Thank you, Kelly! How are you today?” Try adding an introduction to the mix: “Thank you, Kelly. I’m Jane. How are you today?”

Always accept an invitation for conversation. Callers who invite you to chat may be rare, which makes them all the more special. When a caller engages you by asking “How are you?”or the like, respond enthusiastically, and thank the caller for taking an interest in you: “I’m fantastic! Thank you so much for asking! How are you?” An added bonus: Even if you’re not having the best day, replying enthusiastically and smiling can boost your endorphins and actually turn your day around!

How do you connect with your callers during brief calls? We love comments — leave one and share your thoughts!

Receptionist Etiquette Tip: 3 Ways to Connect With Callers

By Phoebe Osborn | 09.06.2011 |

Image via Wikipedia

Every member of our live virtual receptionist team is superb at fielding calls, but it’s the desire to connect with callers that makes us more than just an answering service. We answer lots of calls at Ruby_®, and we know that no matter how brief a call may be, there’s always an opportunity to brighten a caller’s day. If you’re in the telephone answering game, we’d love to help you enrich your exchanges with callers. You may just have a minute or two with each caller, but here are three ways to make those minutes count:

Kick off your call with an engaging question. When crafting your company’s greeting, we suggest including an offer of assistance like “How may I help you?” Asking a friendly question right off the bat shows your eagerness to help, and invites your caller to express any needs, ask any questions, or just chat. Plus, it sounds good!

Use your caller’s name. You may not have the opportunity to learn a lot about your caller, but chances are you’ll learn one thing: the caller’s name. Why not use it? A simple “Thank you, Charlie,” or “I’m happy to help you with that, Kim,” does the job perfectly. While you’re at it, introduce yourself! “Thanks so much, Henry. My name is Jane. I’ll patch you through to Ms. Smith’s line now.”

Skip the ”Hold” button. When you need a moment to look up a phone number or reference a file, chat with your caller rather than placing the caller on hold. No need to rack your brain for clever conversation starters — standbys like “How are you today?” and “How’s your day going?” are great ways to connect with callers. It may be brief, but your conversation could make a big impact. A bit of friendly engagement might morph your caller’s mood from gloomy to great!

Got any tips for making a big impact on a short call? We’d love it if you’d share — post your trusty standbys in the comments below!

Did You Know That Our Virtual Receptionists Can Handle Your Seminar Intakes?

By Christina Burns | 09.01.2011 |

Virtual receptionist registration It’s true! If you’re holding a seminar or other event, consider having our virtual receptionists take your reservation calls. Although we cannot keep a master list of who’s attending, if you always have spots open, we can absolutely take care of those time-consuming calls. And we can collect as much or as little information as you’d like. Perhaps you just need the names of those attending, or maybe you’d like a mailing address, too. Want to find out how your callers heard about your seminar and see how your marketing dollars are best spent? Our friendly and professional virtual receptionists can take messages specifically tailored to the details of your event — one of the many ways our virtual receptionist service is customizable to fit your needs!

We can also keep information about the event on-hand like driving directions to the venue and a few frequently asked questions. And of course, our virtual receptionists are happy to transfer anyone to you live who has more detailed questions (or is interested in signing up for your service right away!).

Current Ruby_® client Anthony Albertino of Albertino Financial sums it up perfectly:

“I’ve told a few people how much I like this part of what you do for me. The best way to describe it is this: while I like to take a call from a new prospect to engage in a conversation, if it’s just the act of taking the reservation then Ruby does it better. Not every first time caller wants to talk; they really just want to reserve a seat and see what things are about before engaging. When I receive an RSVP message from Ruby, I know that it was done quickly, efficiently, and correctly!”

We couldn’t agree more! Handling your reservation and intake calls is just one more way our virtual receptionist service can make your days easier, happier, and more productive. And we only charge for the receptionist’s time involved — there are no additional fees for this service!

If this seems like it would help your business and give you some peace of mind while you prepare for your event, feel free to give us a call at 866-611-7829. We’d be delighted to help!

What’s the Difference Between Landlines, VoIP, and Number Hosting Services Anyway?

By Katie Wilson | 08.30.2011 |

: Photo by prayitno

Our virtual receptionist crew knows that whether you’re just starting out or are thinking of switching to a new phone system, the wide world of telephony can be a confusing place. The folks in the Ruby_® Sales and Client Services departments are always happy to help clients with their phone services (and even hop on conference calls from time to time, just to make sure things are hunky-dory). With today’s technology, there’s a veritable crush of phone services available, so we thought we’d start you off with a little info on a few of the options out there (all of which work with our professional virtual receptionist service):

Landlines. This is usually what people think of first; examples include AT&T, Verizon, and your local telephone company. Landlines are generally great in terms of sound quality and reliability; however, they may not be as feature rich as alternatives.

Voice over Internet Protocol (aka VoIP). Skype, Vonage, and other VoIP systems are often very flexible and are usually much less expensive than traditional landlines. Unlike most landlines, though, service quality varies by location, so you may want to ask around for the best service in your area.

Number hosting services. These services will host your phone number for a small monthly or annual fee. Providers like Grasshopper will either give you a new phone number or you can port your existing number to them; your calls will then forward to wherever you like.

And then there’s always mobile phones. Although we recommend not publishing your cell as your business number, a business cell phone can certainly be an asset. If you’d rather skip getting any of the above options, and you use our virtual receptionist service, you are welcome to give out your Ruby toll-free number and we would be happy to seamlessly transfer calls to your cell phone live if you’re available. This could come in especially handy for those in the tech field or service industry and are frequently out of the office.

Have additional questions? Post a comment or give us a call at 866-611-7829! We’d be delighted to help!

How Having a Virtual Receptionist Service Can Help in an Emergency

By Katie Wilson | 08.24.2011 |

As you know, both the East Coast and Colorado yesterday had unprecedented earthquakes that left residents rattled. The unusual 5.8 quake just outside of Washington, D.C., had surprised employees evacuating their offices and overwhelmed cell phone services as people tried to reach their loved ones. We at Ruby_® were incredibly relieved to hear from our affected clients that they’re alright!

Attorney Deborah Matthews in Alexandria, Virginia copied us on an email to friends letting them know that not only was she alright, but having our virtual receptionist service and other provisions in place eased her mind when the earthquake hit. She wrote that as she headed out of her swaying 5th floor office:

Not one worry about my office operations. My assistant who was headed to lunch had just turned the phones over to Ruby Receptionists, the virtual receptionist service I use. So I knew all calls would be handled as we didn’t know when the building would be cleared to re-enter. I didn’t give my computers a moment of thought since I have offsite back up. Even staff not working today called to check in. And Ruby e-mailed to say that if I wanted any calls returned that it would be done free-of-charge. My disaster planning worked fine, thankfully.

We were so glad that she’s ok and we were able to give her some peace of mind during this unexpected and potentially stressful situation!

Telephone Etiquette Tip: 3 Reasons to Skip Formality

By Phoebe Osborn | 08.17.2011 |

Photo by brunifia

When it comes to politeness, the virtual receptionist team at Ruby_® knows a thing or two; friendliness and professionalism are our forte! However, we’ve found that terms like Sir, Ma’am, Mr. and Ms. aren’t always the best path to politeness over the phone. Where names are concerned, we recommend following a caller’s lead — if your caller introduces herself as Mrs. Henderson, address her as Mrs. Henderson. If a caller doesn’t offer a title, our telephone answering experts suggest skipping formality. Here are three reasons why:

1. You might make the wrong guess. Using a respectful title is great, as long as you choose the right one. But what if the caller you address as Ms. Smith goes by Dr. Smith? Worse yet, maybe Ms. Smith is Mister Smith. Don’t assume you can guess a caller’s gender by tone of voice or first name!

2. Your attempt at politeness may backfire. Sir and Ma’am are not only old-fashioned terms, but using them may make your callers feel old. I know I always cringe when I’m called Ma’am — I’ve never been a fan of Miss, but have I transitioned from a Miss to a Ma’am already? Moreover, terms like Sir and Ma’am are often used in a commanding way, as in “Sir, you’ll have to take these items to the customer service desk.” Even when uttered with the utmost tact and respect, Sir and Ma’am might conjure negative feelings in callers, and that’s something every phone answering pro wants to avoid.

3. What’s in a name? Plenty! People love hearing their names, and addressing callers by name is a great way to show them you’re listening. Want to know how to address your caller? Just ask! A simple “May I ask who is calling?” is a great way to go. For added friendliness, try introducing yourself first: “I’ll be happy to help you today! My name is Jane. May I have your name?” Once your caller gives a name, repeat it back with a thank you.

Great! Thank you, Jim!
Wonderful. Thank you, Mrs. Henderson!
Thank you, Linda!

How do you keep your communication polite and friendly? Share your suggestions with our remote receptionists by leaving a comment!

Meet Ruby, Your Real, Live Virtual Receptionist!

By Katie Wilson | 08.12.2011 |

Ruby_® Receptionists gets her close-up! There’s nothing quite like video to capture the essence of who we are, what we do, and why we do it. Take two minutes to learn a little more about Ruby, your real, live virtual receptionist!

We’d like to extend a huge thank you to all of the imaginative minds at Sockeye for bringing Ruby to life, our wonderful clients with whom it’s a pleasure to work every day, and our talented Rubys for encompassing our Core Values in everything you do!

Ask a Virtual Receptionist! Topic: Client Contact Info

By Katie Wilson | 07.29.2011 |

Ask a Virtual Receptionist!

Virtual receptionist Melissa W.

The live virtual receptionist crew at Ruby_® deftly fields calls for a wide variety of businesses every day. With each call, our bright, friendly receptionists take to heart both the interests of the caller and that of our client.

Occasionally, callers may ask for more information than we are authorized to give out, such as a client’s direct number or personal cell phone number. So how do we decline in a polite and helpful manner? When there’s a Ruby, there’s a way! This week we ask virtual receptionist Melissa W. how she would handle this sticky wicket:

What would you say if a caller asked for the client’s cell phone number?

Melissa: “I would say, ‘Unfortunately, I am unable to give out his cell phone number, but I would be happy to try his line or take a message for you.’”

We are certainly able to customize what information you would like us to give out to callers, so feel free to let us know! We’ll be sure to add a note to your account indicating which information is ok to relay. And rest assured that our receptionists will protect your privacy with their usual Ruby charm!

Receptionist Etiquette Tip: 3 Steps to Turn a Tough Call Around

By Phoebe Osborn | 07.19.2011 |

Photo by Rachel Titiriga

If telephone answering is part of your job, odds are you’ll cross paths with a frustrated caller at least once. Although tough phone calls are certainly not the norm at Ruby_® (who can resist a cheerful voice?), our virtual receptionist team is skilled at turning them around. We feel a frustrated caller is just a happy caller in disguise! Here are three mood-improving steps that work wonders on even the grumpiest of callers:

Step 1: Acknowledge your caller’s frustration. A few supportive words like I can see where you’re coming from or That sounds frustrating can go a long way. But don’t fake it — frustrated callers are great at sniffing out insincerity. If you don’t feel it, leave acknowledgment out.

Step 2: Offer Assistance. Your caller is probably frustrated because you can’t provide what they’re seeking. But there is always something you can provide, right? Offer it! Use helpful phrases beginning in Let me and I’d be happy to. While you’re at it, try framing your role: “As the receptionist, I’d be happy to take a detailed message and read it back to you. I’ll be sure everyone on our tech support staff receives it.”

Step 3: Guide your caller. Here’s the clincher: always end with a question. Guiding a caller with questions keeps you in control of the call, and helps you gather any necessary information. Any polite question will do — just ask for whatever you need!

Let’s check out these three steps in action:

“That certainly sounds frustrating! Let me do what I can to help. As the receptionist, I’d be happy to take a detailed message and read it back to you, so we’re sure it’s conveyed as you’d like it to be. I’ll make sure everyone on our tech support staff knows you need assistance as soon as possible. What is the best telephone number for a return call?”

We just made the simple act of taking a message seem pretty impressive! Pair this routine with a pleasant tone of voice and a positive attitude, and you’re sure to make a good impression. When a frustrated caller crosses your path, remember this mantra from our live virtual receptionist crew: Acknowledge, assist, guide, repeat!

The Watercooler.

Keeping it personal in a virtual world.

Tagged with: Phone Answering