by Jennifer A. Grady, Esq.
By Mike Viena.
"You can't do today's job with yesterday's methods and
be in business tomorrow". This popular saying fits perfectly in today's
scenario of tough competitions. Today's business demands quality with
perfection and innovation.
Author: WebNetLet
Hiring virtual office services can be as complicated or as straight forward as you like. Multinational virtual office providers have delivered exponential growth during the recent recession as companies seek to downsize their operations in remote locations while at the same time, correctly, not wishing to show signs of retraction from their desirable markets.
In these times of 24/7 constant online communications, customers and suppliers alike expect and demand to be able to talk to their contacts at a time that they wish and it is interesting that the larger companies who embrace unified communications are the slowest to adopt all that this technology offers. Perhaps their view is we’re big, you’re small, or at least not as big as us, so “speak to the hand” or the usual “leave a voice mail after the tone” and maybe they will get back to you eventually – this is a huge mistake.
Users and customers are not lacking in the intelligence department, they want to speak to a human being. In a recent survey, most callers valued the option to speak to an operator or call agent as worth 90% more than most of all the other options presented on an Interactive Voice Response (IVR) system. Essentially, they just want to talk to somebody and often wanting to be able to clarify doubts easily.
Virtual office services therefore divide themselves into two categories and therefore, 2 price ranges. If for example, you are a US company with the need to service your clients in Portugal and you are considering virtual office services but only comfortable negotiating for these services in English, you will have to pay a certain premium. If however you have someone on the ground who has a mother tongue in Portuguese, this is another matter; a locally brokered deal will work better for you every time. The basic maxim is “the further away you are, the more you will pay”.
Before buying or contracting a service, ask for user references from companies similar to yours, the most important thing is that the call agents should be professional and look after the caller, even if they know that the party sought by the caller is on a sales trip to Timbuktu and cannot be reached for 2 weeks, they should be seen to try to transfer the call. If all fail, note the caller’s correct name and contact details and promise to get the called party to get back as soon as possible to the caller.
The call agent from a virtual office service center should also take note of the callers who have called in, even if the agent who took the call is not working on the shift, they should pass the details on to their colleague with key details. Assuming the caller has something urgent to discuss, the real value of the virtual office services come into play here. If the operator is able to say with true conviction that they have talked with the called party and he or she understands the matter is urgent and will get back to the caller as soon as possible with the caller being satisfied, the mission will be accomplished and the reason for using a virtual office service will have been justified.
Posted in Articles | Tags: call center services
Miami, Florida, March 8, 2013 – Intelligent
Office of Miami, a virtual and professionally staffed office concept that
provides concierge-style business and back office services, has launched its
Teleworker service, a unique hosted Voice Over IP (VoIP) phone service for
South Florida businesses.
First of all, the use of a virtual office is not a universal panacea but
there are many good reasons why they really make sense in these recession
restricted times. The key advantages are that they can get yourself operational
fast and with a virtual foot on the ground in your chosen territory, for
example, you need a Miami
branch office responding to customers in Spanish by tomorrow night, with a
virtual office you can get deliver in time, on time, everytime.
1) Apart from handling phone calls, you need a prestigious
city center address for mail and deliveries, your choice of a virtual
office can also give you meeting facilities where you can meet clients from
time to time in a place that reflects their impression of where you should be
and at a fraction of the cost that traditional premises would have cost.
2) You need not get bogged down with leases, mortgages and
rental contacts. It is a simple business proposition “land and expand”, there
is little financial commitment, you use the services and facilities for as long
as it works for you. If your business warrants moving to something more
permanent, you sign off and leave. It’s that simple.
3) You will be operational instantly, you concentrate on
the business and the virtual office service company concentrates on kick
starting your business fast.
4) It is certainly more cost effective because you cut
overheads and in some cases, you get your own virtual
secretary to handle all the calls and you can handle all the sales
remotely.
5) A professional virtual office company has recruited a
multi-tasking staff fully equipped to manage multi-tenant clients, they can
handle calls, take messages and do everything a professional secretary or
secretaries would be expected to do. If the secretary is sick, this is not your
problem but theirs; you only pay for the service, not the medical bills.
6) If you need access to dedicated meeting room or
presentation theatres, you only pay as you use by sharing the costs with other
clients. Pay as you use makes sense at all times as “get the best for less” is
the motto.
7) Be eco friendly and this means travel to the office
facilities when you really need to, burn the lights as needed, this is a
personal decision but if you can work from home without clogging up the
highways to go to the office just to function, it’s got to be good news, “use,
don’t abuse” is the mantra.
8) A virtual office is a fantastic way to dip your foot in
the waters of the market before taking the plunge; you can gauge customer
reaction and market opportunities before seriously splashing the cash with a
full market investment plan. A few years ago, this was not an option in most
countries.
9) A virtual office can be accessed easily by you and your
employees wherever there is internet connection. You can be on the move yet
working full time in the virtual office.
10) When you put together a staff working in a virtual
office, you will get higher productivity because your employees are able to
prioritize their working hours and produce quality at their best available
times. In fact, if you set up the parameters of your virtual office well, your
business can attend to worldwide customers all day with staff working remotely
in different time zones, yet fitting their regular working hours respectively
in their own country.