How to Know When It’s Time to Switch Virtual Receptionist Services

A virtual receptionists providing call answering services.

Your call handling matters.

How your phones are answered, and your calls are routed will impact your ability to capture new business, retain your clients, and build revenue. There’s nothing worse than a missed call, but a poorly handled one is pretty close.

If you’re currently employing an answering, virtual receptionist, or receptionist service, have you taken the time to evaluate their performance lately? Are they still providing you with the caliber and quality of service you expect from them? The quality your customers expect from you?

Lucky for you, we’re something of an expert on the topic! Here are 5 indicators that it’s time to switch receptionist services.

1. Your Caller’s Experiences are Getting Worse, Not Better

Over time, your receptionist service should get better! Like any employee, your answering or virtual receptionist service has to get to know your business to better customize and brand the experience. Over time, this means your call handling should get higher quality and more tailored to your business. Your receptionist team should be able to sound just as good as a receptionist sitting in your office.

An excellent receptionist service should prioritize the experience they’re providing for your callers. If you’ve noticed a consistent decline in customer service, accuracy, and efficiency, it may be a sign that your service’s priorities have shifted too far from your customer to their bottom line.

2. Your Receptionists Don’t Know Your Business

Some receptionist services utilize “popcorn answering” where any number of receptionists in their call centers could answer your call. These receptionists generally only have 3-4 rings on the telephone to get to know your business before talking to your callers on your behalf. So, chances are they don’t know your business at all. And the way they handle your calls will be pretty generic.

It’s important that your receptionist service doesn’t sound like an external service. They should be a true extension of your team—customized to fit your needs with receptionists who know your business.

Have you tested how your calls are handled? Do you have access to call transcripts and summaries? If your company is treated generically, as one of hundreds or thousands, it may be time to find a service that cares about your business!

3. The Service isn’t Fulfilling Their Promises

Businesses make promises. You’ve made promises to your customers, and your receptionist service has made promises to you. Every so often, you should take the time to verify that those promises are being fulfilled.

Ask yourself if:

  • The service is as customizable as you expect
  • Your callers are getting the quality promised
  • Your receptionists are highly skilled
  • You’re getting the features and technology promised
  • You, as their customer, are getting enough support

Don’t settle for just any answering service. Choose one that fulfills their promises, and continuously improves their service.

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4. The Service Lacks Transparency

Your receptionists service should build trust with your customers, which means you have to trust them. An honest service won’t spring hidden fees on you or exaggerate their feature-set. They won’t promise technology they don’t deliver or make changes to your account without properly informing you.

In essence, your phone line is one of your key communication channels with your customers. A communication channel that builds trust and loyalty, and you can’t have a service you don’t trust answering your phones.

Make sure the answering, virtual, or receptionist service you use is one that is transparent, honest, and that you can trust.

5. You Don’t Have Access to Reachable, Dedicated, & Proactive Support

Your receptionist service is also part of your customer support team. They’re often the first to interact with your customers or leads and they’re vital in making sure everyone has a good experience.

But can you reach your receptionist service’s support team? Does the CSM who answers your call or email know your business? Do you have a single point of contact or are you getting “popcorn” support as well as popcorn receptionist service? Is the support you receive proactive or simply reactive?

The customer service you receive is a good indication of the service your callers will be receiving. If your receptionist service’s support isn’t dedicated, reachable, and proactive, it might be time to look for an alternative service.

The Abby Connect Difference

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Abby Connect is a family business, we aren’t driven by making profits for a board of directors or distant investors. Abby is built for our customers and their callers.

At Abby, we promise:

  • Small dedicated receptionist teams who know your business
  • Innovative receptionist training, technology, and features
  • A service that is continually improving
  • Transparency and honesty
  • Dedicated support

You won’t get any popcorn answering here. Your dedicated team of 5-10 receptionists will answer, transfer, screen calls, take messages, answer FAQs, perform intake, schedule appointments, and more. Backed by The Abby Proven Process, proprietary training, proactive support, and innovative A.I. technology, we promise a consistent, high-quality experience that you can count on.

If you’re wondering if it’s time to make the switch to Abby Connect, we’d love to talk to you!

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Written by

Anna Taylor

Anna Taylor

Anna is an accomplished marketing professional with an MBA and certification in marketing and eight years of experience in the field. More than half of that experience has been focused on customer experience and small business growth, exploring how businesses balance human and technology solutions. Above all, Anna is committed to human-first marketing and business development, ensuring that every initiative is focused on creating meaningful connections with customers and driving long-term growth.