You want great value, you need to make the right choice, there will be heaps of questions to ask but these five might just help cut through the chaff.
- Will it be one, some or many (therefore random) people answering my calls?
Your receptionist or PA is a part of your team, for regular callers they become a familiar member of your business. It’s a nice thing to feel recognisable to someone with whom you do business. Randomly allocated operators in a call centre environment make that impossible, though it might mean a cheaper service.
It’s a balance to be struck with a service that is just one person, who’s holidays, sickness leave and busy period might mean you don’t get consistent cover.
The sweet spot is more likely to be a small team allocated to looking after you so that you have that breathability of cover, people you know on your team and resilience against resignation or absence.
- Will there be one person I can speak to about my account and share feedback with?
Giving your Virtual PA service regular constructive feedback is essential especially if your requirements are more than name, number and message. Having one person to talk to you about this is a great way to ensure consistency and reduces the need for repetition.
- Do you do more than just name, message, number i.e. if there are certain questions I’d like you to ask, a platform to enter data onto, a booking to make or an enquiry to handle, can you do that?
This works both ways. As your Virtual PA gets to know you and your business, what you do, how you do and how your calls go, it will naturally expose areas where they may be able to help more, taking details, asking clarifying questions, even making bookings, taking payments or snagging orders and sales.
You might start small and easy with simple call answering but it’s good to know if you don’t have to start again with another company once your confidence grows in how you might make more comprehensive use of the service.
- Am I locked into a long term contract?
Always worth a check of the small print just in case. The best services are those that recognise the value in maximum flexibility and avoid the slightly unpleasant feeling of longer notice periods or immovable DDI numbers. They’re less prevalent these days, but still, it’s a prudent check.
- Can I flex my package to match my business seasonality?
Similarly, if your provider offers call or admin packages, there will be times where a higher package may be needed to achieve best value at busy times and a lower package to get you through the quieter periods.
Being able to change your package with minimal notice is a vital part of managing your business cash flow. Be ready to be proactive on this front so that you don’t get stuck on a resource you don’t need.
Got more questions? Give us a call. We’re here for you.
