10 Key Business Outsourcing Ingredients – Appendix 1
Published by: Greymouse Marketing | 27 December, 2022
The most common area of concern is in reference to voice systems and quality.
| • | Accumulative cost |
| • | The time delay between ringing and answering |
| • | Distortions on the line |
The setup steps are simple;
| 1. | You are provided a phone number as close as possible to your local area. This is a VoIP number that takes the inbound call. |
| 2. | You then redirect your 1300 number or your phone to your new VoIP number. |
| 3. | The provider will set up the systems for you with the queues, messages, ringing and the capability to have your receptionist answer, then action the call. |
| 4. | The receptionist should be able to take messages, send emails or SMS, and then transfer urgent calls directly to your mobile or landline. If you are waiting on that important call, you need it to be sent to you anywhere 24 /7. |
Call Quality & Resiliency
Quality of the call and time delay when speaking and listening is critical to having a good conversation. Suggestions;
| 1 | Test and compare time delays |
| 2 | Ask if the provider has a backup Voice system, in case of internet outages or equipment failure |
| 3 | Ask about a second site (resiliency) and how long before this is active to take calls. You do not want to risk outages from Typhoons, Hurricanes or Cyclones. |
Common questions and answers provided
daily.
What are the differences between a VR, VA, and PA?
VR – Virtual Receptionist takes calls and transfers or delivers messages. This is a simple way to enter and try the services.
VA – Virtual Assistant handles sales processing orders, collection of client details or client support role. They call customers back and complete surveys, or
PA – A Personal Assistant is dedicated to the business owner and business. They often make flight bookings, accommodation, and email responses on your behalf. A high degree of trust is required before you reach this level of service.
How do I specify greetings & scripts?
Provide your Virtual Receptionists with the greeting scripts of your choice as well as instructions for answering incoming customer calls. That way you will ensure that your calls are answered with your business and your company name. The most important is to maintain your business culture.
How do I divert my phone?
The partner that you use will provide you with a dedicated local phone number. Simply forward your existing phone number (local or Toll Free 1300) to the number allocated to you. If you have a ‘local’ number all diverted phone calls are low cost.
Can I divert my mobile?
Yes, you can. In an iPhone it is in ‘Settings>Phone>Call Forwarding’. Switch it on, then enter your receptionist number.
Start Taking Calls 24 /7?
Expanding your availability for your clients up to 24 hours per day gives you a competitive advantage in the market. Some providers do not offer this extended hours service, check that they do have this service before you start.
Can you start straight away?
Providers will have receptionists trained and on standby ready to start taking your calls. Test them and ensure they answer calls within three rings maximum.
The call answering is simple
| 1. | Your customer calls |
| 2. | The call is directed to the Voip number |
| 3. | Calls are answered by friendly receptionists. |
| 4. | If you are available, virtual receptionists instantly transfer important calls directly to your phone (landline or mobile). |
| 5. | If you are unavailable, the receptionist advises that you are busy and then proceed to action. |
Is it easy to physically meet the virtual team?
Yes Fiji at 3.5 hours flying, is easier to reach than the Philippines with 10 – 12 hours of travel time. Merendi recently visited the office in Fiji, sharing her experience with me. The family then had a holiday while they visited Fiji.
I recently had the pleasure of visiting Fiji to meet Shobna and her team of VRs & VAs and to train my new VA Binita. They were most welcoming when we arrived and made my partner and I feel very much at home. Prior to arriving in Suva Shobna was very helpful in providing information on accommodation where we could stay and she also organized a taxi to pick us up from the airport to our resort. The team at Greymouse were friendly and very open to having us visit and work with them for the day. Shobna and her team are always helpful and there is nothing they won’t do for you. Their goal is to ensure their clients’ needs are met and of course, they always exceed this.
– Merendi
Is the business trip tax deductible?
If you already have a business relationship with your virtual team members, and your travel is for the purpose of meeting the team and spending time with them teaching, training or learning what is possible in the virtual world, by definition it is a business-related activity.
Check with your accountant on the percentage of the travel expenses and accommodation that becomes business tax deductible, but based in normal practice, it is a percentage of your actual travel costs that you are travelling, from or remaining in the Suva area.
The virtual office-organised tours are normally considered 100% tax deductible.
Visit this website to see the upcoming tour times and dates.
http://www.businessfreedomlifestyle.com
