In the bustling world of veterinary clinics, where every phone call represents a potential lifelong client, ensuring exceptional customer experiences is paramount. Imagine the seamless operation of your clinic where every call is answered promptly, every client query is addressed with care, and every appointment is efficiently scheduled. This is where the role of a virtual receptionist shines.
What exactly is a virtual receptionist, you may ask? Simply put, they are veterinary receptionist and administrators who handle incoming calls and various administrative tasks on behalf of your clinic. This outsourcing of traditional receptionist duties serves to alleviate pressure on your in-clinic team, allowing them to focus wholly on delivering top-notch care to your in-clinic clients and patients. Your dedicated virtual team will answer incoming calls as if they are sitting in your clinic and a part of your team, offering an individualised, customisable service to support your clinics growth and operational goals.
But why is this role so crucial? Let’s delve into the realm of telephone economics. Studies have shown that less than 30% of calls that could result in an appointment being booked translate into scheduled appointments. Imagine the impact on your practice if this conversion rate could be tripled. Additionally, the industry average of 1000 phone calls per month per full-time employee underscores the burden placed on your already busy staff. However, with virtual receptionists, our data shows a significant increase in appointment conversion rates, reaching up to 80%. This is attributed to the undivided attention and extensive training virtual receptionists receive, allowing them to actively listen to clients' needs and offer appointments when appropriate, without the distractions faced by in-clinic receptionists.
Considering the statistics obtained from our mystery shopping endeavours: only 12% of receptionists ask for a pet's name, 20% offer prospective clients an appointment, and 9% bother to ask the owner's name. These numbers highlight the challenges faced by in-clinic receptionists amidst competing demands. In contrast, virtual receptionists undergo tailored training programs, designed to create a more personalised and positive customer experience. This program emphasises active listening, rapport-building, and effective communication strategies to ensure every interaction leaves a lasting impression. Lastly, virtual reception teams are made up of individuals that enjoy talking to pet parents and offering exceptional customer service to your clients.
Beyond answering calls, virtual receptionists can perform a myriad of tasks to support your clinic, including scheduling appointments, responding to emails and social media enquiries, and even assisting with practice management tasks. Their versatility and skills far exceed that of a call answering service, providing invaluable support to your brick-and-mortar establishment and team.
The flexibility offered by virtual receptionists allows for tailored support to suit your clinic's unique needs. Whether it's full coverage throughout the day, overflow calls during peak hours, specific days to cover staff meetings, or as a way to combat compassion fatigue and burnout within your team, virtual receptionists adapt to seamlessly integrate into your clinic's operations.
So, what does it take to be a virtual receptionist? Industry knowledge, excellent customer service skills, multitasking abilities, digital proficiency, and attention to detail are just a few of the essential qualities required for this role. It's a demanding yet rewarding position that plays a pivotal role in shaping the client experience and fostering lasting relationships with your clientele.
At Vet CX, we have built a team of dedicated, adaptable, and passionate virtual receptions who service a range of vet practice across Australia and New Zealand. From small family practices to large practices including small and mixed animals and equine. By outsourcing reception duties to skilled professionals, our clients have gained efficiencies, increase appointment conversions, and ultimately, cultivate loyal advocates for their business. At Vet CX all of our customer service agents are based in Australia and New Zealand - making sure there is a seamless experience between the in-practice and remote teams. Read more here.
If you would like to explore virtual receptions in your practice – get in touch! Or if you think you would be a great virtual receptionist – express your interest here.
