When Do Financial Planners Choose A Remote Receptionist?

Reading time:
Finance remote receptionists
Remote Receptionists for Better Control, Productivity, and Service

The landscape for financial service professionals has been shifting over the years. The adoption of smartphones and the use of social outlets has impacted the ways advisors connect with their clients. Most people are digging for details about businesses by using their hand-held mobile devices, which puts the capacity for making a phone call merely a click or tap away.

Mobile search will drive more than 73 billion inbound sales calls to small and large businesses in 2018. Looking ahead, it’s predicted that a whopping 162 billion calls will be made to businesses in 2019. Phones will be ringing off the hook!

Potential clients are calling for something they can’t obtain in a web/mobile search alone.

Popular reasons people are calling include:

  • quickly getting an answer (59%)
  • quickly getting an answer (59%), 
  • talking to a real person (57%), and 
  • getting more information (54%)—plus many find 
  • it’s convenient to call (42%).

They call because they want to know they’ve been heard and are kept up-to-date on important portfolio items. This is especially relevant as the financial market is unpredictable; when shifts happen, clients are looking for answers—from a real person. Fostering those personal relationships can reduce the risk of clients moving to another advisor.

Meaningful engagement for every caller is the goal. Some financial planners achieve that with in-house reception – and the many labor hours that come along with it. Others stretch the labor budget and assign phone reception duties to their existing staff. More and more financial planners are hiring remote receptionists.

So which setup is best for your business? And how do you know when it’s time to take a new approach? Here are some factors to consider.

What Clients Expect When They Call Your Office

While call volume is growing, there is increased expectation for quality customer service.

The Spectrem Group reports that:

  • 57% of Millennials and Gen Xers say it’s important that their advisor calls them regularly.
  • 87% of Gen Xers expect advisors to respond promptly to inquiries and questions,
  • 58% of Millennials expect advisors to respond promptly to inquiries and questions.

It’s critical to ensure a good experience that meets or exceeds caller expectations. Understand that they want to speak with a live person—they don’t want to reach voicemail or an automated system. They are calling to talk to someone who can help them.

Should Financial Planners Answer Their Own Phones?

It’s a complicated question. Between client meetings, creating new investment plans, and personal appointments, sometimes there just isn’t enough time in the day.

Some questions to consider:

  • How can you handle incoming calls personally without compromising your productivity, flexibility, and focus?
  • Do you interrupt a client meeting to answer a call?
  • Do you let it go to voicemail?
  • Are your habits forcing you to miss out on connections with customers?

Can Your Other Employees Take On The Reception Duties?

You must be confident that team members are equipped and have the bandwidth to help callers or route them properly. Keep in mind the costs associated with having your team answer phone calls versus focusing on higher value-added tasks. It can work if you and your team are ready to make this part of everyday practices.

What’s a Remote Receptionist?

Designed to help you best serve your clients, a remote receptionist gives financial service professionals the flexibility to run your business in a way that best meets your needs and your clients’ needs. That real, human touch helps you create meaningful connections with callers. Plus, you gain the freedom to work the way you want—in the office, on the road, wherever!

Why Do Financial Planners Hire Remote Receptionists?

Take the insights of Wheelhouse Wealth Advisors, for example. “We realized the importance of having a live person answering our calls,” says John Postizzi Jr., Branch Manager, Financial Advisor at Wheelhouse. “We knew we didn’t want to hire an in-house receptionist because in this line of business that’s no small undertaking. It would require a thorough screening process and fingerprinting in order to deal with all of the sensitive information related to this line of work.”

Work Smarter When and Where You Want: 5 Benefits of a Remote Receptionist

5 Benefits of a Virtual Receptionist

Streamlining Your Reception Services

If you’re interested in experiencing the difference a quality remote receptionist service can make for your financial services business, Ruby Receptionists is here for you! We serve many financial service professionals from small boutique brokerages to LPL and our partners NAPFA and FPA. We’re the front-line voice for more than 7,000 businesses in the U.S. and Canada, and passionate about helping small businesses grow and keeping those essential human interactions alive.

Learn how other financial planners are making the most of remote reception with Ruby.

Additional reads you may find interesting...

View All
Digital timer counter on tablet
Small Business Tips

How website speed impacts your leads and conversions

Customer Feature

Ruby customer feature: New ways of legal work with Ashton Taylor

A smiling young woman looks at her computer with one hand on the keyboard and the other holding a paper cup
Small Business Tips

Chat creates human connection and improves efficiency. What’s not to love?

Hands use a VoIP device
Small Business Tips

Making the connection: VoIP, your customers, and you.

Small Business Tips

Inclusive marketing—with Michelle Ngome (pt. 1)

A young woman sitting at a desk looks annoyed at her phone, with one hand thrown up in frustration. Daylight streams in through an adjacent window.

Stop robocalls for good.

A close-up of peanut butter cups (candy), some stacked, some with bites taken out, on a dark gray background
Small Business Tips

Mashups & peanut butter cups: how to bridge the paid/organic data divide to spend smarter search ad dollars

Small Business Tips

Which chat service is right for your business?

Small Business Tips

High-end clients, projects, and service—with Melissa Barker

Arizona landscape
About Ruby

Arizona, here we come!

Reflections on fallout

Square title card with circular-cropped head shot: The art and challenge of business services, Justin Dunham, ércule
Small Business Tips

The art and challenge of business services—with Justin Dunham of ércule

Customer Feature

Ruby customer feature: Rapid resourcefulness with Ashton Taylor

Small Business Tips

Forced changes and success with Loren Feldman

Small Business Tips

Get more clients like that one. You know the one.

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up
Sales Support
Legal_Final

The Secret to Successful Law Firms

The inside scoop on Clio’s latest legal trends report.

Already a Ruby customer?

Let’s get started.

Ready to turn more callers into customers?

Missed connections translate to lost revenue. With Ruby, you have a partner in gaining and retaining customers. Plus, we’re so confident you’ll love our service, we offer a 21 day money-back guarantee*.

*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the cancelled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner.