Curious what it’s really like to work as a virtual receptionist at Answer4u? We sat down with 22-year-old Godzy Chinedum, who joined the team six months ago. He shares a typical working day, what he loves about the role, and the challenges that come with handling more than 100 calls a day across a diverse range of clients.
Can you tell us a bit about yourself and how long you’ve been part of the Answer4u team?
My name is Godzy, full name Godzwill. I’m 22 years old and play football part-time. I joined Answer4U at the end of March, so I’ve been here for about six months.
What first attracted you to join Answer4u?
The environment felt chilled, friendly, and diverse. I enjoy helping people and problem-solving, so the role seemed right for me. The energetic atmosphere also helped me feel at home straight away.
How would you describe your role as a virtual receptionist?
It’s incredibly varied. We handle calls for a wide range of clients — from property firms and car dealerships to councils — meaning every call is different and there’s always something new to tackle.
Does the variety make the job more interesting?
Absolutely. Working for just one company could get repetitive, but here the uncertainty keeps things engaging. You never know who’s calling or what their situation will be.
How do you prepare before starting a shift?
I usually arrive 10–15 minutes before my shift so I can settle in. I make a tea or coffee, depending on how I’m feeling after football training, and give myself a few quiet minutes before the day starts. Then I get the system set up and make sure everything is running properly, before the first call comes in.
How many calls do you usually handle in a day?
I often take over 100 calls per day. It does take some getting used to. The key is staying calm under pressure and keeping your composure, no matter how busy things get.
I make a point of pacing myself rather than rushing, because that’s when mistakes happen. Working efficiently and keeping the call clear and structured helps a lot when switching between different clients and call types.
How do you handle emotionally charged or difficult calls?
Some callers can reach you feeling upset or frustrated, and part of your role is to help steady the conversation and reassure them that you will do everything you can to resolve their issue. When you finish a call like that, you move on to the next one feeling more centred. You handled a difficult moment with confidence, and you can progress knowing the caller feels more at ease.
Can you share a memorable call you’ve taken recently?
A couple of weeks ago, I took a call that has stayed with me. I was feeling a bit sniffly, but a very kind customer came through and we ended up having a light chat while the client’s system searched for the callers account history. I didn’t want the delay to feel awkward or quiet, so I kept the conversation going while I waited for the results and prepared to take a new order.
Mid-call, I sneezed loudly and apologised, and although I felt a little embarrassed, she found it genuinely funny. Even with the interruptions, I still made an upsell and she left with two products including an extra item she hadn’t planned to buy. That small moment of human connection lifted my day and turned what could have been an awkward call into a rewarding one.
What skills are most important for being a great virtual receptionist?
Empathy is one of the most important skills. It’s about being able to understand how a caller is feeling. That goes hand in hand with composure, especially when things get busy or stressful.
You also need to be able to guide the conversation and take control in a respectful way. The aim is to help as many callers as possible without ever sounding abrupt or dismissive. It’s about striking that balance where the caller feels supported, but also understands there are others waiting who need help too.
What’s the most challenging part of being a virtual receptionist?
Some callers can be feeling stressed, frustrated and occasionally rude when they first call. It can feel demanding at times, but experience helps you recognise that their initial reaction is usually about the situation they’re dealing with.
The important thing is staying calm, guiding the conversation, and remembering that you’re there to help them get the support they need. The key is keeping your composure and reminding yourself that they’re reacting to their situation, not to you personally.
How did the Answer4u training programme prepare you for the role?
The training programme set me up really well for the role. I started on internal training calls, where we made outbound calls and get some constructive feedback. That early experience helped me learn how scripts work and what to say in different situations. The scripts were a big game changer as they taught me how call routes work, which parts of the script to use or leave out, and how to keep the flow of a call smooth and natural.
I did my initial training with Jackie, and she was amazing. She takes her time with each person, makes sure you understand what you’re doing, and really supports you as you build your confidence. It made the transition to in-bound client calls much easier.
What do you find most satisfying about your role?
What I find most satisfying is hearing the change in someone’s morale as the call goes on. People often come through sounding worried or unsure, and being able to help them, reassure them, and make things easier genuinely lifts their mood.
You can hear it in their voice. Ending a call knowing I’ve made their day a little smoother always puts a smile on my face and reminds me why I enjoy the job.
Explore more stories from the Answer4u Team
If you’d like to hear more first-hand experiences from the team, you can explore our other Day in the Life interviews with virtual receptionists Max Gill, and Kate Richardson. You can also get a deeper insight into our development program with training manager Jackie Parkin, and learn about the operation side of things with Sally-Ann, our Head of Call Centre Operations.
