VRT-100 · Bronze · Beginner
Virtual Receptionist
A virtual receptionist answers the phone for a business from a home office. The caller should never be able to tell you are not sitting in the lobby.
Who it's for: People preparing for virtual receptionist work from home. Foundation level, no prerequisites. Needs clear spoken English, a computer with a headset, and someone to play the caller.
- Price
- $199 USD
- Length
- 16 hours
- Access
- 180 days
- Outcome
- Certificate of Achievement
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After this course you can
- Set up and test a home front desk for a client shift: a tested headset in a quiet room, the four-area screen layout with everything else closed, a private workspace, and a written backup plan.
- Place a caller on hold only with their permission, saying why and for how long, and come back at least every 45 seconds with a hold check that offers the choice again.
- Pin the caller's need, search the right provider's schedule, and offer two open times that fit the whole appointment length and avoid blocked and held time.
- Use the first three steps of the LEARN model with an upset caller: let them finish, name the problem and the feeling in their words, and apologize for the experience without blame or admitting fault.
- Search the client's CRM or call log for the caller by phone number, then last name, before creating anything, and add the call to the existing record when one is found.
- Give the call-recording notice with every purpose on the account sheet, and follow the client's objection procedure at once when a caller objects to being recorded.
How you pass
- Practice examScore 80% on the practice exam to unlock the final.
- Final examPass the final exam with 80% or higher.
- Recorded demonstrationRecord yourself doing the work. It is assessed with the assistance of AI, and a Verten assessor reviews on request.
- CertificateCertificate of Achievement, by assessed practical demonstration.
How recorded assessment works
Final exams include a recorded demonstration. You upload a recording of your screen and voice. AI services turn your speech into text and help rate it against the course rubric, and a Verten assessor reviews on request or by sample. We do not use facial recognition. Verten staff who run assessments can view it, and each view is logged. Recordings may be stored or processed outside Canada. We delete them 12 months after your result (6 months if you are under 18). You can withdraw consent at any time, and you can ask for an alternative assessment without giving a reason. Learners under 18 need a parent or guardian to consent.
Details: Assessment recordings in our Privacy Policy.
9 modules plus exams
Module 1: The Virtual Front Desk: Role, Setup, and Shift Start
- Module overview7 min
- Lesson 1: The role: client, client lead, and caller10 min
- Lesson 4: The shift-start checklist and your first call5 min
- Knowledge test15 min
- Scenario practice13 min
- Workbook practice: sort, set up, and rehearse the first call55 min
- Recorded demonstration23 min
Module 2: Greeting and Qualifying Inbound Calls
- Module overview12 min
- Lesson 3: Qualify: need, who, and urgency8 min
- Knowledge test14 min
- Scenario practice12 min
- Workbook practice: rewrite a weak call and rehearse two calls57 min
- Recorded demonstration22 min
Module 3: Holds, Transfers, and Routing
- Module overview10 min
- Lesson 2: Warm and cold transfers8 min
- Knowledge test15 min
- Scenario practice13 min
- Workbook practice: route by the rules and rehearse two calls50 min
- Recorded demonstration22 min
Your certificate
Certificate of Achievementby assessed practical demonstrationYour nameVirtual ReceptionistPractical demonstration assessed with the assistance of AI.Verten Academy
SampleEmployers verify it online
Every certificate has its own ID and a public page at academy.verten.ai/en/verify/ followed by that ID. An employer can open the link or scan the QR code on the certificate to confirm the course, your name and the date it was issued.
Your Certificate of Achievement is issued by Verten Corp. It shows what you demonstrated in this course. It is not a government license or an accredited qualification.
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About this course
A virtual receptionist answers the phone for a business from a home office. The caller should never be able to tell you are not sitting in the lobby. You might be the first voice of a dental clinic in the morning and a law office in the afternoon. Each caller judges the whole business by the first thirty seconds with you.
Course details
- Level: Foundation
- Length: 16 hours across 9 modules, plus a Final Exam
- Format: Self-paced online with live role-play practice, or an instructor-led cohort
- Prerequisites: None. Clear spoken English, a computer with a headset, and someone who can play the caller for a few minutes (a friend, family member, colleague, or a Verten practice partner).
- Course version: 3.0