Answering Service Case Study: Virtual Receptionist Rescues Financial Advisor
December 21, 2016
Janice Guttmann, a financial services provider with ten years of independent practice, is on the leading edge of her profession. Outsourcing office services was only recently highlighted by a national magazine as a best practice for financial professionals with high-margin businesses. But Janice has been outsourcing for six years already.
When asked why, Janice was quick to point out the benefits. “There were two reasons,” she said. “First, I am a working mother and need to make every minute count to balance work and family. Second, it was hard to meet with other professionals during the day. I started offering evening appointments one night a week, and the response was overwhelming. Now, I schedule afterhours meetings three nights a week.”
However, the first few weeks of evening appointments didn’t go so well. In the evening Janice was without the help of her usual office staff. “It wasn’t professional to let the phone ring while I had clients in my office. And when the answering machine picked up, everyone could hear the callers’ messages. That gave me concerns over confidentiality.” To solve this she hired a virtual receptionist to answer all her evening calls. It’s a specialized offering from her answering service designed to handle this exact situation.
“I loved the virtual receptionist service,” said Janice. “It solved the ringing phone issue and my confidentiality concerns. Plus I got fewer hang-ups and more appointments. But I also appreciated getting a transcription of my messages emailed to me—actually to my administrative assistant. She just imported it into our office software. That’s how we started on the path to a virtual office.”
High-margin financial service practices, according to a recent study, share four important characteristics. They are virtually paperless, with information being inputted directly into a software system that is instantly accessible. Second, they rely on outsourcing of many office services, from accounting to telephone reception. Third, they employ mobile technologies, allowing them to work at the clients’ convenience rather than tying them to their own offices. Finally, high-margin practices use web-enabled services to provide a single point-of-entry for information and data retrieval about client services.
“I don’t feel like a pioneer,” said Janice. “Outsourcing those evening phone calls to a virtual receptionist is what started it all. I began with a practical problem and the solution changed the way I do business.” In addition to having professional receptionists handle every one of Janice’s calls afterhours, she also had her outsourced IT team setup secure remote access to her office database. Now her virtual receptionist can enter information directly into her office software. Plus this allows them access to her appointment calendar, which they can use to set and change appointments.
“Today, we serve busy professionals three evenings per week. I can access anything I need to know or input anything from my office, a busy restaurant, or even a client’s home, all from my laptop. No matter where I am, I have exactly the tools I need to provide the high-quality service my clients expect,” said Janice. “And it all started when I hired a telephone answering service to be my virtual receptionist.”
Janet Livingston is the president of Call Center Sales Pro, a premier sales and marketing service provider for the call center and telephone answering service industry. Contact Janet at email@example.com or 800-901-7706.
Peter Lyle DeHaan is a freelance writer from Southwest Michigan.
7 Steps to Deal with an Underperforming Answering Service Sales Rep
If an answering service has sales reps they either produce consistent sales month after month or they underperform. Too often sales reps underperform....
A Professional Billing Service Provides Added Value to Answering Services
With the right software, anyone can generate telephone answering service invoices—and get them mostly correct. Yet it takes a company with unique in...
Use an Answering Service to Back-up Your Staff
In today’s fast paced business environment we all have more to do and less time to do it. Too often something needs to give. We skip some aspects of...
Use an Answering Service to Handle Your Office Hours Calls
Most everyone knows that answering services are great at answering the phone in the evenings and weekends, but they can also answer your phone during ...
Use an Answering Service to Increase Staff Efficiency
Most people think of telephone answering services as doing things for you when you can’t do them or things you don’t want to do. This is true. How...
Don’t Let Agent Attendance Problems Drag Down Your Call Center
Attendance Issues Are Not Inevitable and They Can Be Dealt With Agent attendance problems are something too many call centers struggle with. Unlike ma...
Happy New Year!
Happy New Year! As we transition into a new year at Call Center Sales Pro, we want to wish you a successful and prosperous one. May this year be your ...
Merry Christmas! From our workplace family at Call Center Sales Pro, we want to wish you and your family a Merry Christmas. May you have a joyous holi...