Technology has changed the way businesses operate today. As business practices have evolved so too has the role of reception services.
Considered the frontline of any business, the role of receptionist has undergone major transformation over the years.
Traditionally, businesses employed in-person receptionists. Stationed at the front desk, the main focus of the receptionist was to greet guests, answer calls and provide information – offering a personal touch and immediate assistance. As technology advanced and business needs changed, the traditional receptionist role started to show limitations. While the core function of a receptionist has remained the same, the changing business landscape has seen a need for receptionists to take on additional responsibilities. Today, the title ‘receptionist’ is often replaced with titles such as administrative assistant, office manager and operations coordinator to reflect the broader range of tasks that form this position.
With a change in business needs, business owners have started to look for flexibility, efficiency and practicality as well as cost-effectiveness. These factors contributed to a shift from in-person reception services to virtual reception solutions that cater to the changing needs of individual businesses.
However, the evolution of virtual reception services wasn’t a trend that took place overnight. You could say the introduction of automated phone systems was the first step in introducing virtual services to the workplace. These systems enabled basic call routing and automated greetings. Since then, virtual solutions such as interactive voice response systems, visitor management systems and automated email and messaging systems etc have provided immense support to this role.
As businesses changed the way they operate and with the implementation of automated services, it became clear that perhaps it wasn’t necessary to have an in-person receptionist full-time. Virtual reception services have given businesses the flexibility to have someone fill the role of receptionist on a remote basis and without the overheads of a full-time, physical presence. Added to that, virtual receptionists often have many other skills and can perform other operations within the business such as accounts and administrative tasks – some are even experienced in marketing and graphic design etc.
Reception services have come a long way over the years and will always remain an integral part of any business. Business owners are fortunate that they have the benefit of choosing a reception option that best suits the needs of their business.