The Five Roles a Virtual Receptionist Plays in Your Business

A virtual office receptionist is an outsourced professional who can handle calls for your business. Just like an in-house receptionist manages calls from the organization’s reception desk, a virtual attendant can provide the same service from a remote location. Moreover, a virtual receptionist depends on innovative call handling technology alongside call center scripting to manage incoming calls, forwarding, and other call management operations.

A virtual attendant is not a hired talent within your business. On the contrary, modern virtual receptionists sit in a call center facility where they offer live receptionist answering services as a team of call operatives. These skilled agents understand how to manage callers’ expectations, communicate clearly with the help of call center scripting and provide leads with information about your products and services.

As a business owner, you could be wondering what the pros and cons are of call center agent hiring. These are the top 5 roles of the best virtual receptionist that you can expect in your business.

1. Lead Capture & Qualification

Getting new business is the lifeblood of all companies. A virtual attendant is the first point of contact for a potential customer. This is also the first step of a sales funnel. A professional virtual attendant can assist the potential lead with the information they need on behalf of the company. They can also ask the lead questions that qualify if the caller is a serious potential buyer. By gathering the lead’s contact information, they will share it with the sales team, who will be responsible for following up on the lead to convert them to a sale.

In this way, the company does not lose potential leads because the calls were not answered. The customer also creates a positive impression of the business because of the friendly, professional way they were handled. Therefore, the experience becomes a win-win for the customer and the business. This is big advantage that virtual office receptionists provide companies.

2. Filtering Calls and Messages

Call center agent hiring to ensure the right call and message reaches the right party. A live receptionist answering service acts as a call filter system. These agents are trained through call center scripting, and they learn about your business. They then become a remote team of professionals who can answer simple business inquiries. When necessary, they transfer calls that require your involvement, which means you can work uninterrupted. Moreover, the best virtual receptionists have additional admin skills to take messages and will know your schedule of when you are available or not to take calls. Not only does this process save you precious time, but you can work without worrying about missing leads calls.

3. Answer Calls and Takes Messages.

The main responsibility of a virtual office receptionist is to professionally answer calls with the right greetings and responses and take messages. For example, when a client calls with a complaint or a prospect wants to discuss their specific requirements, the virtual office receptionist provides the appropriate response. A lot of training is required to handle phone calls and escalate potential conflicts with difficult customers. The good news is that the virtual attendant will be available to deal with this stress. They note down the customer queries and record grievances and feedback. These call agents can manage support tickets to keep the customers happy.

Since virtual receptionists are trained to handle all kinds of phone communications with the help of call center scripting, they also know how to manage difficult customers and can help callers to find a solution to their problems. Furthermore, call center agent hiring means that the virtual call agent doesn’t stop at phone calls. They can also engage with your web visitor queries on inquiries on social media. They assist in maintaining a regular online presence for the business by giving quick answers to potential clients.

4. They Provide Technical Assistance to Customers.

With the help of call center scripting, a live receptionist answering service also provides technical assistance in specific circumstances. For example, if callers are unsure of how to utilize their new equipment or service, they can easily be assisted by a trained virtual office receptionist. Since the services of a virtual receptionist are 24/7, your customers will never have to wait for assistance during regular business hours. Their roles in providing technical assistance involve researching material and finding solutions to all client problems. It is not rare for clients who are pressed on time to ask virtual office assistants to check facts. They can do this too, enabling them to serve the customers effectively.

A virtual agent is also able to offer language technicality services to the clients. Bilingual receptionists can serve businesses that cater to international markets, making it easy for businesses to serve bigger markets.

5. They Provide Administration Functions

Virtual office assistants carry out many administrative functions to ease the task for the client. From preparing slideshows and managing databases, many industries are turning to virtual assistants to help with administrative tasks that include:

  • Processing customer orders and payments
  • Desktop Publishing
  • Bookkeeping
  • Word Processing
  • Creating Forms
  • Mailings
  • Payroll
  • Newsletters
  • Taking Minutes
  • Proofreading
  • Event Planning and Coordination
  • Invoicing, Data Entry
  • Marketing
  • Editing, Research
  • Travel arrangements, and more.

The best virtual receptionist are also capable of scheduling appointments using programs like Calendly, Google Calendar, and other scheduling applications you use. All this happens without needing to disrupt your day-to-day routine.


When you are looking for a virtual receptionist to help your business, it is important to consider the different roles they will play. They can help you capture and qualify leads, filter calls and messages, answer customer questions, and provide administrative support. If you’re looking for someone to help manage your phone traffic and support your customers, our team at Side Kick Admin is the perfect solution for you. Contact us today to discuss more about our services or to get started for Free for a seven-day trial with us! Don’t wait – get started now.

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