As the digital revolution pushes on, more and more businesses are shifting towards cloud-based operations. This is with the aim to slash costs and cater to evolving customer needs.
Employee expectations are also shifting. Current trends suggest that 39% of global knowledge workers will work hybrid by the end of 2023.
Digital innovation is changing where and how we work. Virtual office services are no longer the future, they're common in the here and now.
They are blooming in popularity as businesses worldwide acknowledge their convenience and cost-effectiveness. And by 2029, the virtual receptionist service market will reach 25 billion USD globally.
There are many kinds of sophisticated virtual office services on the market. These solutions can streamline operations and improve customer service.
But with so many options with overlapping capabilities, they can also cause confusion. If you’re unsure what the difference is between a virtual receptionist and a call answering service, you’re not alone.
These services share similarities, but there are also key differences. Navigating these nuances can highlight the ideal choice for your business. To make this clearer, we explore both solutions, below.
What is a call answering service?
A telephone answering service responds to incoming calls on your behalf. Using a call centre, it provides 24/7 professional phone answering services for your business.
The key selling point of a telephone answering service lies in its ability to field a great volume of calls without a break. This is all while keeping costs low.
What is a virtual receptionist?
A virtual assistant is like an in-house receptionist. They can answer calls on behalf of your business and fulfil other administrative tasks.
The key difference between a virtual receptionist and an on-site receptionist is that they work on a remote basis. They also cost a lot less.
Virtual receptionists can also offer a more personalised touch. They familiarise themselves with your business operations, goals, and culture. This enables them to interact with callers as a representative of your brand.
Similarities between the two virtual office services
There are many similarities between a virtual answering service and a virtual receptionist. Both provide a live answering service for incoming calls. Their duties include:
● Answering inbound calls
● Diverting calls
● Passing messages on to the relevant personnel
● Responding to basic customer queries
● Providing a professional level of customer service
Differences between the two virtual office services
What’s the difference between a live telephone answering service and a virtual receptionist? In short, it’s their duties.
A virtual receptionist is an adaptable member of your team, adjusting their role and responsibilities to the unique needs of your business.
As well as answering calls, their day-to-day tasks can include:
● Scheduling appointments
● Making bookings
● Making travel arrangements
● Assisting with administrative tasks
● Managing the office diary
● Taking sales orders
● Passing on leads
● Distributing online marketing materials
Some other differences between a virtual assistant and a phone answering service are:
● Virtual call answering services are available 24/7
● A virtual business phone answering service can handle a higher volume of calls
● Virtual receptionists are usually available during agreed business hours
How to decide which service is right for your business
Both virtual office services have their merits.
The choice you make between the two swings on a pendulum of factors. These can include the distinctive character of your business, its scale, and the budget you’re working with.
Cost comparison: Which option is more economical?
Telephone answering services cost less than virtual receptionists in general. An answering service can also handle a higher call volume.
Having said that, the variety of tasks that a virtual receptionist carries out may be worth the investment.
Both these services offer financial flexibility, with pricing options that can readily tailor to your needs. They’re also more considerate towards your bottom line, as both are far cheaper than hiring a full-time receptionist.
24/7 Availability: Which service provides better coverage?
Call answering service operators are available 24 hours a day. Virtual receptionists are not usually available 24/7. However, Regus can provide customised virtual office plans to suit your specific needs.
Customisation and personalisation
Call answering operators work from a basic script, developed from a general understanding of your organisation. They can also answer basic queries and act as professional representatives for your business.
If you want a customised service that is more embedded in the culture of your organisation, consider a virtual receptionist.
A virtual receptionist is like an extension of your business. They know all about your organisation and offer a level of personalisation you can’t get from a call centre.
Quality of customer service: Which service offers a better customer experience?
When choosing between these two services, consider the nature of the calls.
What kind of customer interactions will the operators be dealing with? What kind of services will they need to provide?
Industry-specific considerations: Tailoring services to your business
Call answering services and virtual receptionists are great options for SMEs and startups. Both offer a reduction in costs and streamlined administrative operations. They also offer a greater customer experience.
Businesses in the customer service space should consider an answering service. This kind of solution is great for handling high call volumes.
This is also true for organisations whose industry relies on frequent over-the-phone engagement with potential clients and customers, such as recruitment, real estate, and retail.
Smaller organisations that rely on building relationships should consider a virtual receptionist. Law firms, marketing companies, and accountancy firms could all benefit from this option.
When to consider a telephone answering service
Does your business deal with a high volume of calls about simple queries? In this case, a live answering service is the most economical option.
Equipped to stand sentry round-the-clock, live answering services offer 24/7 support to ensure you never miss a customer’s call. This is an especially worthwhile consideration for businesses offering services across different time zones.
When to consider a virtual receptionist
Do your customer queries tend to be more complex? Or do you need a personal assistant who can track leads and provide excellent customer service?
In that case, a dedicated virtual receptionist may be worth the extra investment.
Virtual receptionists add a level of personalisation. This can make it easier to build relationships with clients, as well as streamline office operations.
Choose Regus for your virtual office services
At Regus, we provide a variety of virtual office services. We have flexible terms and several packages and solutions to suit businesses of all types and sizes.
From virtual business addresses to administrative support, we tailor our services to help you work your way. Our Virtual Office Plus Package even allows access to physical office space as and when you need it.
To learn more about how we can support your business, contact your local Regus experts today.