Virtual switchboard operator
A virtual switchboard operator answers a business’s calls remotely, on its behalf, then routes them to the right person or takes a message. It can be a person in a call centre or artificial intelligence software. The name comes from the telephone switchboard, the device that once routed calls to extensions.
Published
In brief
- Answers calls remotely, on the business’s behalf
- Routes the call to the right person or takes a message
- Two forms: a person in a call centre or AI software
- Connects through call forwarding, with no number change
The virtual switchboard operator does a switchboard’s job without the business having a switchboard on site. It greets the caller, asks who they want to reach and why, then transfers the call or notes the request. The word “virtual” only says that the service is provided remotely.
Human or AI virtual operator: what is the difference?
A human virtual operator is a person, serving several businesses, who answers during the hours set in the contract, one call at a time. An AI virtual operator is software that answers day and night, on several calls at once (1, 3 or 5 depending on the ATOM Assistant plan). The virtual AI receptionist is its most complete version: it does not only route calls, it also books appointments.
How is a virtual operator connected?
Through call forwarding: your published number stays the same, and the carrier redirects calls to the service’s number. Conditional call forwarding sends only the unanswered calls. To compare human and AI services, see the guide What is an AI receptionist?.
Frequently asked questions
Is a virtual switchboard operator the same as a virtual receptionist?
The two words describe a neighbouring role. Switchboard operator stresses routing calls to the right person; virtual receptionist suggests fuller service, with answers to questions and appointments.
Do I need to change my phone number?
No. Call forwarding is enough: your customers still dial your published number.
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