Phone Answering Service/Virtual Receptionist That Actions/Deals With Calls Rather Than Just Taking A Message?

[ukdropshipper]

Does such a thing exist? I've googled and been looking at the usual suggestions but they mainly seem to take a message and relay it on.

Is there a company out there that will take and process orders from customers and handle general enquiries? I only get a small volume of calls so can't justify employing someone to do it full time but I really need help on this front.

 

[HFE Signs]

Not sure anymore, this service was available years ago but now people have moved to online so the customer does it all online 24/7

 

[fisicx]

Why can’t you or a family member take the calls?

 

[KM-Tiger]

Red | Telephone Answering & Virtual Office Services

Unlike large call centres, RED works hard to understand your business. We prefer to be considered partners, giving you feedback on how to take best advantage of our service. Our focus is on the…

www.redvirtualoffice.biz

Though it's a few years since I used them, Red were very good.

 

[fisicx]

Red | Telephone Answering & Virtual Office Services

Unlike large call centres, RED works hard to understand your business. We prefer to be considered partners, giving you feedback on how to take best advantage of our service. Our focus is on the…

www.redvirtualoffice.biz

Though it's a few years since I used them, Red were very good.

Doesn’t look like they will process and manage orders. To do that everyone would need access to the CRM @ukdropshipper uses.

 

[Mark T Jones]

You really need a VA to do this properly

 

[ukdropshipper]

Why can’t you or a family member take the calls?

We have been but it isn't great for mental health dealing with the calls/customer service side 5 days a week. It also means that we can't work on the business.

 

[ukdropshipper]

You really need a VA to do this properly

I've considered this but they would need to be available full time to answer the calls that come in. Which would likely result in a full time salary. I would also then be overseeing them more than if a third party call company was handling the calls.

My plan was to get a call company to do the phones and a VA to do email replies.

 

[ukdropshipper]

Though it's a few years since I used them, Red were very good.

Thanks, this looks like the solution i need. I'll get in touch with them on Monday

 

[fisicx]

Thanks, this looks like the solution i need. I'll get in touch with them on Monday

Not sure they will process orders. But you might be lucky.

 

[Mark T Jones]

A key question will be what skills and knowledge are required to process an order

Is it just 'I want 3 of those' or are there likely to be deeper questions?

 

[fisicx]

And does the answering service need to take payments? Do they need to pass the order to a fulfilment centre? Do they need to track orders or process returns? To do all of this they need full access to the CRM and your payment processor. Which will cause all sorts of security issues.

@ukdropshipper - have you considered a freelancer or pensioner. You just pay them for each call they handle or a fixed fee per day.

 

[Newchodge]

And does the answering service need to take payments? Do they need to pass the order to a fulfilment centre? Do they need to track orders or process returns? To do all of this they need full access to the CRM and your payment processor. Which will cause all sorts of security issues.

@ukdropshipper - have you considered a freelancer or pensioner. You just pay them for each call they handle or a fixed fee per day.

If you have an online ordering system anyway, could it work that the call handler 'translates' the telephone order onto the online ordering sysytem (including payment details, which may be an issue).

 

[fisicx]

Yes, but you would need to give everyone access to the system. Which means unless each operator had their own admin access there could be all sorts of fraud.

 

[Onthebrightside]

Does such a thing exist? I've googled and been looking at the usual suggestions but they mainly seem to take a message and relay it on.

Is there a company out there that will take and process orders from customers and handle general enquiries? I only get a small volume of calls so can't justify employing someone to do it full time but I really need help on this front.

Hi, you need someone like me, a virtual assistant. We charge by the minute/hour, depending on what you need. We are self employed with our own liability insurance (so no PAYE for you). I normally have access to clients bank accounts/QuickBooks/Microsoft accounts.

They should start to charge you only when they sit down at the desk and start responding to your calls.

My clients are fairly relaxed about when I start work, but if you need someone to be there at a certain time every day, you'll need to make that clear from the start as some are working Mum's etc and fit the work in around school times etc.

You can go for as little as 40 hrs a month.

To join the majority of the virtual agencies as an assistant you normally need to have a degree of some type and have worked in a position of either management or high level PA, so check if your agency/assistant has that before you agree to anything.

Also, you should be able to back out of that contract or change the hours as you require by just a phone call/email, you shouldn't be trapped into anything.

 

[Onthebrightside]

I've considered this but they would need to be available full time to answer the calls that come in. Which would likely result in a full time salary. I would also then be overseeing them more than if a third party call company was handling the calls.

My plan was to get a call company to do the phones and a VA to do email replies.

A good VA should be able to work out a plan with you to both answer the calls and do the email replies.

Suggest: Give him/her a company mobile and ask him/her to work between the hours of, say 12pm and 1pm and 3pm and 4pm (total of 2 hours per day). You can have your company response for missed calls asking customers to leave a message to receive a call back within say 4 hours). The first hour he/she can respond to all the calls in the morning and in the second hour respond to all your afternoon calls and email out the responses.

To be honest if you get a good virtual assistant he or she will probably be willing to carry the phone with them and respond to the majority of the calls throughout the day whenever they can, yet charge you for just the monthly hours you've agreed.

I don't know how many calls you get, but you can assess this with him/her and up the amount of hours he/she works for you if you need to.

For instance I have the outlook email of one of my clients on my phone and check it throughout the day to answer any messages I think are urgent, or respond to any queries he sends me. We agree I work for him 40 hrs a month. My name/mobile is on his company website, so when I answer the phone with my name they are aware I work for him (if it's a personal call for me there's no problem either). To be fair I probably put in a few more hours than I charge him for but the work life suits me and therefore I'm willing to give and take. If the hours start to mount up I flag it with him and we agree additional hours. He can see the work I'm doing for him on his Office 365 account.

You just need a good virtual assistant whose willing to work with you

Most clients use a virtual assistant when they start up and employ someone full time once the company can afford it. So virtual assistants are used to their clients revolving and meeting different needs for different companies.

 

[ukdropshipper]

Not sure they will process orders. But you might be lucky.

It says this on their site but I will follow up with them:

"Customer Management

RED helps you offer a first-class Customer Service experience to all your clients and potential clients. Your PA can schedule appointments in your diary, update your CRM system with new customer information, send emails on your behalf and process orders and payments."

 

[ukdropshipper]

A good VA should be able to work out a plan with you to both answer the calls and do the email replies.

Suggest: Give him/her a company mobile and ask him/her to work between the hours of, say 12pm and 1pm and 3pm and 4pm (total of 2 hours per day). You can have your company response for missed calls asking customers to leave a message to receive a call back within say 4 hours). The first hour he/she can respond to all the calls in the morning and in the second hour respond to all your afternoon calls and email out the responses.

To be honest if you get a good virtual assistant he or she will probably be willing to carry the phone with them and respond to the majority of the calls throughout the day whenever they can, yet charge you for just the monthly hours you've agreed.

I don't know how many calls you get, but you can assess this with him/her and up the amount of hours he/she works for you if you need to.

For instance I have the outlook email of one of my clients on my phone and check it throughout the day to answer any messages I think are urgent, or respond to any queries he sends me. We agree I work for him 40 hrs a month. My name/mobile is on his company website, so when I answer the phone with my name they are aware I work for him (if it's a personal call for me there's no problem either). To be fair I probably put in a few more hours than I charge him for but the work life suits me and therefore I'm willing to give and take. If the hours start to mount up I flag it with him and we agree additional hours. He can see the work I'm doing for him on his Office 365 account.

You just need a good virtual assistant whose willing to work with you

Most clients use a virtual assistant when they start up and employ someone full time once the company can afford it. So virtual assistants are used to their clients revolving and meeting different needs for different companies.

Thank you. I will bear this in mind

 

[ukdropshipper]

Yes, but you would need to give everyone access to the system. Which means unless each operator had their own admin access there could be all sorts of fraud.

I think such a service must exist as when you ring large multi national companies, you often get put through to third party call centres who are authorised to take payments etc.

 

[fisicx]

I think such a service must exist as when you ring large multi national companies, you often get put through to third party call centres who are authorised to take payments etc.

Yes, and that call centre will only deal with that multinational and each operator will have access to the company CRM which will have an integrated payment processor.

Which bring you right back to where you started. If you want this sort of service you need to employ someone to answer the phone. And that person will need full access to the backend of your website and they will need a payment processor that will let them take not-in-person payments.

Would you allow a third party call centre to have full access to your shop admin? Would you be happy giving them banking access?

You are much better off finding someone local to do this for you. Someone who doesn’t go out much would be perfect. Agree a day rate and train them in your system. All you need to do is be available on their days off.

 

[fisicx]

Your PA can schedule appointments in your diary, update your CRM system with new customer information, send emails on your behalf and process orders and payments."

Which suggests you have a dedicated person to manage your business. And they will have defined work hours. Which means you need someone out of those hours.

It may work for you but it’s not going to be cheap. There was a company offering me these services for £150/day.

 

[Uwe (Invoiceberry)]

You might want to check out PeoplePerHour for a UK-based VA who could work during office hours and take your calls.

Also, is phone service necessary, or maybe you could move to email-only support? (Depending on your customers/industry, this might be a great way to solve this in a cost-cutting way)

 

[IanSuth]

You really need a VA to do this properly

That is what i was going to say - there are a few answering services that actuallyoffer VA services at an additional cost.

 

[fisicx]

A VA might be the answer. But we don’t know when support is needed. If all the calls are during business hours then it’s all good. But if you want 24/7 support it becomes more complicated and expensive.

 

[fantheflames]

I know an amazing VA. Not sure if she provides telephone, but I'll send you across her details and you can find out.

Good luck!

 

[fisicx]

Thanks, this looks like the solution i need. I'll get in touch with them on Monday

How did you get on?

 

[Jordan G. Wise]

Does such a thing exist? I've googled and been looking at the usual suggestions but they mainly seem to take a message and relay it on.

Is there a company out there that will take and process orders from customers and handle general enquiries? I only get a small volume of calls so can't justify employing someone to do it full time but I really need help on this front.

Absolutely.

My company has a small data department for exactly this. Recently, they've taken onboard a local glazing company's contacts and done all the paperwork for them. If you're not looking to employ someone to do it full-time, consider contacting me.

When your business picks up and you're in need of hiring a full-time administrator, I can help you out with VoIP solutions and hardware- with same-day set-up.

---

linkedin.com/in/jgwise/

 

[Karimbo]

I've considered this but they would need to be available full time to answer the calls that come in. Which would likely result in a full time salary. I would also then be overseeing them more than if a third party call company was handling the calls.

My plan was to get a call company to do the phones and a VA to do email replies.

nope, they could va for multiple businesses simultaneously and you effectively split the cost with other businesses. most VA are overseas people, highly educated. just dont have job opps locally so they VA. So you can train them.

 

[The Genie]

I've considered this but they would need to be available full time to answer the calls that come in. Which would likely result in a full time salary. I would also then be overseeing them more than if a third party call company was handling the calls.

My plan was to get a call company to do the phones and a VA to do email replies.

Hi. Just seen this conversation. Did you find a solution? We specialise in call handling and taking bookings/orders direct into clients systems, manage their emails, web enquiries and live chat. We support many companies across different industries here in the UK. Our hours of support are Mon-Fri 8am-8pm and Saturdays 9am-5pm. For those that need it, we can also provide 247 support. If you are still looking for a solution, please do get in touch.

 

[Mr D]

Many years ago I worked in a call centre. Like many such centres we operated out of hours service for other companies. Mostly just taking messages that management would then forward to company concerned next working day. A few companies paid a premium for us to deal with the matter at hand within contracted services.
So for example a delivery van breaks down we sourced a replacement from the authorised supplier and got it delivered within hours.

Worth checking what companies can provide the services, not just the companies within a sector either. We did quite a bit out of hours service across multiple sectors, was just a matter of software / list of phone numbers to call.

 

[JH Virtual Assistant]

I'm not sure if you're still looking for a solution, but we offer this service. We answer calls but will also process orders, take bookings and work with your CRM at the same time. Other general admin can be added too. All our call handlers are UK based and we only charge for the time on the call (rather than you paying for a full time person).

You're very welcome to send me a message if you still need help.