What’s the Difference Between a Virtual Receptionist and a Call Center Agent?

What’s the Difference Between a Virtual Receptionist and a Call Center Agent?

Q: What’s the difference between a virtual receptionist and a call center agent?

A: Typically, a call center agent or call answering service is known solely for taking phone calls and delivering messages.

A virtual receptionist, on the other hand, acts like an in-office receptionist, just from a remote location.

This means they handle incoming phone calls, appointments and bookings, initial customer service, voicemail delivery, warm lead transfers, and more.

Additionally, if you work with a call center agent, you’re likely to land on the line with a different agent each time.

Depending on the virtual receptionist provider you work with, the same virtual receptionist or team or receptionists will answer the phone for your company every time. This ensures your phone etiquette and script preferences don’t get lost in translation because dozens of people are answering the incoming calls for your business.

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

A: An answering service will give you the ability to handle simple tasks, such as forwarding messages.

An answering service can come across as cold or impersonal if you aren’t careful.

However, when you hire a virtual receptionist, it’s as if the person answering the call is right in your office. Virtual receptionists can also transfer calls live and provide vital information to your customers over the phone.

Q: What will my customer hear when a virtual receptionist answers the phone?

A: When our receptionists answer an incoming call for you, they use a personalized greeting:

“Good morning/Good afternoon! Thank you for calling COMPANY NAME. How may I help you?”

The greeting can be customized to fit your specific needs and business model.

For additional Frequently Asked Questions about virtual receptionists and answering services, visit our FAQ page.