Front Office Staff-Reno

A Reno answering service for firms across the US and Canada

Front Office Staff-Reno is a family-owned call answering service in Reno, Nevada. Its virtual receptionists answer the phones for small and medium-sized businesses in the United States and Canada, and the company describes the result as the equivalent of a full-time on-site receptionist at a fraction of the cost. The pitch is simple: a call that is answered is revenue that is not lost.

How the calls are handled

Receptionists answer in the client's name, find the right person and transfer the caller, whether that team member is in the office or away. When a line is busy, callers can be handled by text, email or voicemail instead. The staff also give out routine business information such as office hours, fax numbers and directions. The service lists complete and accurate message taking, overflow and busy-line cover, and scheduling and appointment setting among its core functions.

Each call leaves a record. The company logs how the caller heard about the client, where the call was transferred and what kind of message was taken, so the client can see where inquiries come from.

Training and personal contact

Every virtual receptionist is trained for several months under hands-on supervision before taking client calls. The company says callers are never rushed, and that it prefers to meet clients in person so it understands what they expect, while keeping in regular touch with those based elsewhere in the US or Canada. Extended-hours and nationwide coverage are offered alongside a waitlist for round-the-clock reception.

Against the traditional call center

The company draws a deliberate contrast with large call centers. It argues that centers which bill by the minute offer no relationship building or follow-up, may answer with the wrong company name and can sound rushed or unfamiliar with the business. Its own approach is to learn each client's company and industry, and to adapt the service to it.

Industries it works with

The site invites visitors to choose their type of business and names law firms and attorneys, and general contractors and trade workers, among the industries it is used to supporting. It offers a range of packages sized for different budgets.