Virtual Receptionist FAQ

Need To Know Answers

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Q: What is a "live virtual" receptionist?

As we say in our office... "Our receptionists are your receptionists." We may not be physically in your office but we get to know your business and industry and take care of your callers in the same friendly, professional manner you would.

Q: Can you cover my receptionist or assistant on their unplanned absences or lunch breaks?

Use our receptionist service on your schedule!
All the time - Since we sound like we're right in your office, we provide a friendly, unifying voice for your company.
Part of the time - Feel free to forward and stop forwarding your lines at your convenience, whether a couple of days a week or a few hours a day. Never worry again about covering lunches or unplanned absences.
For Overflow - Have your calls ring in your office a few times before rolling over to our team of professional virtual receptionists. This is a great way to keep your receptionist happy and productive.

Q: How many receptionists answer my calls?

You will have three dedicated receptionists that are passionate about your business just as you are. You can meet your receptionists and get to know them just as if they were in your office.

Q: Can I keep my phone number?

Absolutely! You may simply forward your existing phone number to us all the time, part of the time, or on an as needed basis.

Q: What's the difference between an answering service and a virtual receptionist service?

Answering services often perform only the simplest of tasks, such as forwarding messages, and can be impersonal. A virtual receptionist, on the other hand, sounds as if she's right in your office, transferring calls live and relaying vital information to callers such as descriptions of your services, directions to your office, etc. We'll route calls to the appropriate department or person. Our intelligent receptionists can distinguish between different types of calls (new clients, current clients, urgent calls, etc.) and handle these calls according to your instructions.

Q: Can you give out information about my products and services?

Yes! We want to get to know your business. The more information you are willing to share about your business the more we can help you with. Your small team of 3 dedicated receptionists is your receptionists! With the use of technology and good old-fashioned smarts we can handle your calls the same way you would.

Q: Can you take orders for me?

You bet! We can customize an order form to fit your needs and send it to you via text or email or both. If you have an e-commerce website, we can place the orders directly on your system.

Q: Can you take appointments for me?

Yes! We can use your existing appointment calendar or you can use our appointment software.

Q: What if I don't have a phone number; will you provide me with one?

Certainly! We can assign you a toll-free number that you are free to publish and take with you at the end of service.

Q: What are your hours?

Our team of virtual receptionists answers live Monday-Friday 6am - 6pm Mountain Time (8:00am - 8pm Eastern). Outside of those hours, we can provide a number of automated options for which there is no charge.

Q: Do you answer my calls live?

Yes! Every call that comes in when we're open is answered by one of our cheerful, professional receptionists, and your callers will never reach an automated greeting during our business hours. Get away from the auto-attendant and experience the difference of a live virtual receptionist.

Q: What will the receptionist say when she answers the phone?

Our virtual receptionists will answer your calls with your personalized greeting. Greetings typically include "Good Morning/Good Afternoon" or Thank you for calling," your company name, the name of the receptionist, and an offer of assistance such as "How may I help you?" However, they are completely customizable to fit your business.

Q: How do you transfer a caller to me?

Our friendly virtual receptionists let you know who's on the line and, if you would like to take the call, they will connect the callers to you live, wherever you are.

Typical call-handling protocol for our virtual receptionists is as follows:
The call is identified and answered. The call is screened and placed on hold.
The client is contacted and asked whether or not he or she wishes to accept the call.
If accepted, the call is transferred immediately.
If denied, the call is either sent to voicemail or a manual message is taken and delivered via email.

*Please note: We are happy to adapt our call-handling to your unique business, including only taking messages, collecting specific information from callers, trying multiple lines, scheduling appointments, taking orders and more. Each individual in your business may set their own individual call instructions.

Q: Can you transfer calls to my cell phone or to my home?

Our virtual receptionists can transfer calls to any phone number you wish (other than the one forwarded to us), whether it's an office line, home line, or cell phone. Many clients give us multiple phone numbers, so that we have a variety of ways to reach them.

Q: How do you know if I'm available to take calls?

You may update us as to your whereabouts as frequently as you like! Let us know when you are stepping into a meeting, working off your cell for a bit, or would like your calls held. Update your status via phone or email.

"Whereabouts" are just one of the ways our virtual receptionists sound like an in-house employee: "John is at lunch at the moment, but I would be happy to take a message or offer you his voicemail." Our receptionists are your receptionists.

Q: What happens when I'm unavailable to take calls?

When you're unavailable, our virtual receptionists can take a message, transfer to voicemail, or offer the caller the choice between the two.

Q: How do I receive my messages?

You may choose to have your messages immediately emailed or texted to you, or both. Our virtual receptionists can collect any information you'd like in messages, including a short intake form.

If you've opted to use our voicemail box, voicemail messages will be emailed to you in an attached .wav file. Alternatively, if you already have voicemail at your office or on your mobile phone, we can often transfer there.

We have several ways for you to receive messages after-the-fact. Simply log into our secure portal and review all of your messages. Or email to a designated email address from your email address we have on file to receive all messages for that day, last week or prior month. We can also automatically email you batch message reports based on your specified frequency.

Q: Where are the receptionists located?

All of our friendly, professional receptionists work out of one office in Meridian just outside of Boise, Idaho. Boise frequently receives national recognition for its quality of life, the much loved Boise State University football team and business climate.

Q: What is a "receptionist minute"?

We only charge for the time that the receptionist is involved in the call; there are no charges per transfer, per message, or for the time that you talk to your caller.

Q: What happens if I go over the minutes on my plan?

Additional minutes are simply prorated. You’re welcome to change your plan at any time.

Q: Can you make outgoing calls on my behalf?

We certainly can! Our virtual receptionists are happy to place calls to relay information or confirm appointments on your behalf. These calls are billed outside of your monthly pool of minutes, and you only pay for what you use. See our outbound calling "need to know answers" for more in depth information on our outbound calling services.

Q: I have more than one business; can they share an account?

You bet! For a small fee, your businesses can share a pool of minutes.

Q: Where do you provide service?

Currently we offer services anywhere in the United States.

Q: Is there a long-term contract?

No. During the first 30 days, you may cancel at any time without notice. Thereafter, we require a 30 day notice of cancellation.

Q: How can I get started?

Simply complete the short signup form here on our website to get your first 14 days at no cost or obligation. You will receive an email with login instructions to our online service agreement. Don't worry... if you don't want to fill out the agreement on your own, or you have questions, one of our team members will call to welcome you, chat with you briefly, and then get you up and running.