Telephone
Answering & Virtual Reception
Acting as the first point
of contact and your team of receptionists, you will no longer have
calls bouncing around the office, meaning no more delayed answer
times or running the risk of clients giving up.
Telephone
Answering by a Zoomette during Core Business Hours 8am to 6pm and
voicemail after hours.
Calls
answered in your company name.
Accurate
caller details and message are taken and emailed or sent via SMS to
you immediately for fast response.
Option
to have calls put through seamlessly to the right person exactly as
an in-house receptionist would to any number, any location to any
country.
All
calls are Recorded for training & monitoring purposes
24/7
365 Cover
As
well as answering your calls during the core business hours between
8am and 6pm, upgrade to our 24/7 Service for your calls to be
answered live by a Zoomette 24/7 365 days a year.
24/7
Telephone answering. 24hrs a Day, 7 Days a Week, 365 Days a Year.
Calls
answered and messages taken any time of the day or night.
Calls
can be transferred to any location, any country worldwide.
VIP
Clients
A
list of your VIP Clients can be integrated into our system to
recognise when your regular and important clients are calling giving
an enhanced customer service for your clients.
Instant
recognition of your VIP caller.
No
need to capture details for your important clients.
Escalate
to another staff member if the requested person isn’t available.
The
ability to filter the caller, identifying if the have certain
privileges.
FAQ
& Information Request Line
Dealing
with responses such as general company information and frequently
asked questions. Zoom will work with you to design an extensive list
of FAQs in order to resolve all customer queries by advising on
activities such as billing, exchange, refunds and returns etc.
Extensive
FAQ designed and integrated into our systems for quick and accurate
response.
FAQ’s
can be broken down into categories for more in-depth solutions such
as Prices, Product.
Eliminates
the need for a return call providing First Call Resolution (FCR).
On-Line
Web Access
Our
high speed Internet link enables us to access your website or portal
to enter caller information directly, ideal if you have a pre-defined
form you wish us to fill out for all enquiries.
Information
captured and recorded directly on your web portal.
Details
are collected in exactly the format you require.
Direct
link to your website enables us to access up to date information to
advise caller.
Store
Locator Line
Using Zoom’s unique software,
callers can quickly be referred to the store locations nearest them
including directions etc. or even who the nearest operator is, ideal
for franchises or outlets with multiple sites.
Callers directed to their
nearest store or operator by post code location.
Smooth call transfer, if
preferred connecting the caller directly to store.
Postcode locations can be
updated daily, weekly or monthly.
Media
Response Line
Managing
call activity that your media advertising and PR campaign generates,
capturing and qualifying enquirer details and source, ideal for
brochure requests and competition lines. Zoom can provide 01,02,03 &
08 numbers for your campaign and our Multi-line capacity ensures that
many calls can be handled simultaneously.
- Multi line capability ensuring calls are never missed.
- Analytical reports to help assess your campaign performance including lead source information for ROI analysis.
- All calls are recorded for quality control and training purposes.
- The ability to deliver a company statement in response to press releases.
Registration
Line
Zoom
Agents are able to take the caller through an online web registration
form-filling procedure ideal for event management.
High
speed links enable us to access your website instantly.
Callers
can be guided through an online registration form.
Alternatively
Zoom agents can complete registration on behalf of the caller.
Signposting
Line
Advising callers clearly
how something is going to develop
or pointing an enquirer towards another adviser. Your enquirers can
be assisted by telephone response, guiding them through qualifying
questions in order to advise them of the appropriate course of action
they need to take in order to resolve their query, ideal for claim
lines.
Guiding
the customer on every step of their journey with you.
Advising appropriate
course of action at each step.
All calls are
recorded to safeguard you against probable disputes.
Eliminates
the need for a return call providing First Call Resolution (FCR).
Support
Ticket Logging
Entering
support details directly onto your in-house ticketing software and
advising the caller with their support ticket or searching for
incidents by ticket and to give real-time update to callers on the
status of their issue.
First
line of response, for all new and existing support issues.
Ability to update
caller’s details directly on to your in-house ticketing software.
Designate and assign
tickets depending on nature and urgency of call.
Multi
line capability to manage major incidents.
Applicant
Screening & Processing Line
Screening applications in response to
advertising, processing either an initial or complete application.
Ideal if you need it for recruitment campaigns, mortgage or loan
applications and medical screening purposes.
Fast
access on to your online portal to complete applications.
A
reference number can be given to callers once the process is
complete.
Liability
statements and terms and conditions can be advised.
Sales
Order Processing
Performing
activities such as Order taking, Up-selling and Cross-selling,
Payment processing, Stock enquiries, Customer identification, Order
status updates and handling of pre and post sales queries.
Telephone
orders can be taken and processed directly on to your payment
gateway.
Up-selling
and cross selling to increase average client spend.
Ability
to give details on offers and products for promotional activity.
Customer
Service Lines
Integrating
with your CRM systems to log and provide updates for customer
enquiries to help resolve customer issues 24/7, providing information
in response to enquiries about products and services and handling and
resolving complaints on your behalf.
Fully
operational customer service line dealing with all types of queries.
Accessing
your CRM system we can collect the answers needed to resolve queries
first hand and advise on status.
Ability
to handle sensitive and complex issues such as customer complaints.
Refer
callers through to your staff members if escalation is required.
Diary
Management
We
can access your online diary or remote into your system allowing us
to book your meetings and reschedule treatments or sessions in the
diary to your exact specifications for single or multiple users
including class bookings (e.g. Pilates, Yoga and Zumba classes) and
many others.
Booking
appointments into your diary or issuing you with a secure Zoom
diary.
We
will capture the details specified by you.
The
ability to handle a multi person diary
Offer
alternative appointments if required or message you with the
details.
Advise
your clients what is required to attend the appointment.
Emergency
Response & Helpdesk Line
24/7
365 Engineer Escalation call out service, establishing urgency of
support and treating the call appropriately to specific instructions.
Transfer of support call to engineer on duty and escalation if no
answer by referring to on-call engineer rota. Rotas can be updated
daily, weekly or monthly.
We
will integrate your engineer rotas into our systems.
Engineers will be
listed according to time and days they work.
Calls can be
escalated immediately to on call engineers or a message sent.
Our helpdesk can
flag calls as ‘Open’ until an engineer has be contacted.
Have an escalation
process in place should the primary engineer not be available.
