Is Outsourcing Virtual Reception A Solution for SA Businesses Who Struggle With Load Shedding?

2021 wasn’t off to a good start for South African businesses as they tried to recover from lockdown restrictions which hit them hard, back in 2020. The pandemic posed a severe risk to the economy, which even forced some businesses to close down. And things haven’t gotten much easier for them as there is a new threat that South African businesses have to worry about and it’s far more immediate. Load shedding.

Earlier in March, it was announced by Andre de Ruyter, the CEO of Eskom, that load shedding is expected to remain in effect for the next five years. This announcement left local businesses with a number of unanswered questions, including how they would be expected to manage their day to day operations under the constant threat of power outages.

To answer this question, we took a look at how outsourcing a virtual receptionist may be a potential solution to this problem.

Why outsourcing a virtual receptionist could potentially work for your business

When you choose to outsource a virtual receptionist for your small business, you no longer need to worry about load shedding and power outages. Professional call answering businesses usually spend money to install the large generators needed for them to function seamlessly even during times of load shedding. And their backup systems ensure that they are always online and available and ready to answer your calls when needed. So you can rest assured that they won’t miss a call.

Aside from power outage issues, outsourcing a virtual receptionist as a potential solution for your business makes sense on so many other levels too.

1. Cost-effectiveness

It’s common knowledge that hiring in-house employees in South Africa can become expensive and quickly! With in-house receptionist’s average salaries being around R13,848 per month. On top of that, businesses are required to budget for annual and sick leave, training fees, the renting of office space and supplying equipment like laptops, desks, telephones to name a few. In-house employees are also owed compensation should they be retrenched as stated in the Basic Conditions of Employment Act of South Africa.

2. Access to highly-trained virtual receptionists

Delivering good customer service consistently takes skill and requires a person who possesses a positive attitude and genuine empathy for clients. When businesses outsource, they gain access to a number of skilled virtual receptionists whose job is to focus solely on business client calls in a professional manner. 

Trained professionals become even more necessary for businesses that sell highly technical products.

3. Fewer labour issues

The labour laws in South Africa are complex and rigid, and rely on a very specific set of criteria designed to protect the employee first. They also state that all employees are entitled to certain social benefits such as compulsory sick leave, family responsibility leave and maternity leave. 

When you choose to outsource, however, all the above management of a virtual receptionist becomes the responsibility of the professional call answering service. And they then take on the task of ensuring that all the rules and regulations are adhered to.

4. Multilingual teams

South Africans speak many different languages, with the official number currently sitting at eleven. So having access to a multilingual virtual receptionist team is highly advantageous for businesses whose goal is to make callers feel at home and as comfortable as possible when dealing with them. It’s also useful for businesses looking to expand internationally.

5. Flexibility

Small businesses tend to run on a tight budget, so having the option of flexibility is essential. By making use of a virtual receptionist, businesses can easily increase or reduce the amount of service they require at any given time. 

6. Scalability

One of the greatest advantages of outsourcing is that it can be done on an “as-needed” basis. For example, during busy peak times, businesses can request more than one virtual receptionist to handle a sudden increase in calls. 

When times are busy, outsourcing provides businesses with the ability to scale up with already-trained professional virtual receptionists that can handle increased call volumes with efficiency.

Conversely, scaling down to a smaller group of virtual receptionists is just as easy when the need for more support is temporary. Virtual receptionists can still provide support on a smaller scale.

Conclusion

Could outsourcing virtual receptionists prove a viable answer for SA businesses affected by load shedding? Maybe. Especially considering the current state of electricity in South Africa or lack thereof. It may make better financial sense to hire an outsourced team to assist in the long run.