Trained To Impress

Here at Zoom, we’re incredibly proud of our team of telephone operators or Zoomettes!

We pride ourselves on taking care to recruit all our team from customer service backgrounds, so we know they’re the right type of people to look after your clients. We train all our team in customer service NVQ level 1, 2 and 3, then once they are fully trained we work hard to keep our staff - we have one of the best retention rates in the industry!

Our training includes implementing the best telephone manners to make sure your clients are spoken to in the best way, to promote your business and improve it’s image. When you join us we train each telephone assistant individually on your products and services, meaning they fully understand you. This in turn means they're able to give the highest level of customer service to your callers.

We actively encourage our clients to help us train our team- if you’re part of the handover process the staff get all your details straight from you, which means you help the transition to be seamless and smooth.

We use state of the art technology to answer your calls, with each Zoomette trained to use the technology so we make sure we answer your calls how you’d like them to. When calls to your business come through, a pop up screen tells each operator exactly how to answer the call. They can then enter the message details into the system to send to you, or they can seamlessly transfer the call to whichever number you’ve specified.

Flexibility That Puts You In Control

The flexibility of our service means you’re always in control of the service we give you. You can choose when to divert- whether you want us to act as a receptionist for you full time or whether you’d like to use us when you’re on holiday, in meetings or simply don’t want to be disturbed.

If you normally have a team who answer your phones, you can always use us as an overflow during your busy times. You can divert to us in a variety of ways to suit you:

On Busy

To make sure there’s never a busy tone, you can divert to us whenever your phone is engaged so you never miss a call from a potential or existing client.

On Unanswered

Divert to us after four unanswered rings so your customers are never left waiting long. We can answer for you and make sure all your customers are spoken to- we can book in appointments, process payments and post out brochures with your chosen stationary.

On All Calls

Have all calls diverted to us permanently so you don’t have to worry about the calls at all. You can undivert them at any time, allowing you to be in control. Sometimes you simply need to be undisturbed so you can focus on the more important tasks to ensure your business runs smoothly and successfully.

Why not start our FREE 7 day trial to see just how Zoom can help your business? During the trial we’ll look after your calls during business hours and you can get your friends and family to call in, to test us out and see just how professional and friendly we are!

Why Zoom?

At Zoom, we’re confident that we can make a real difference to your business by managing your calls in a professional yet friendly manner, while saving you time and money.

Take a look a list of the reasons below to help understand more about how we can help.

We offer a professional, warm telephone answering service where we can either divert the calls to your chosen number or take a message which we then email, fax or text you.

Each telephone operator is trained specifically on your products, so they have a thorough understanding of how to handle your calls.

We’ve grown through reputation - and our clients stay because they love our work! We don’t use contracts to tie people in, allowing you to stay in full control of your business.

We’re flexible- you can tell us exactly how you want your calls answered, what you want from us and you can change this daily, with no extra charge.

Thanks to our high speed Internet link, we can access websites or online diaries- we can book in appointments, give directions and process payments.

We use state of the art technology to deliver your messages to you swiftly, while our Address Finder software enables our team to find your callers full address details with just their postcode, which therefore eliminates spelling errors and inaccuracies.

Callers never detect that they are talking to a third party and we apologise if calls aren’t returned or if our clients are late for appointments. We can even call your customers to keep them informed of progress or to confirm appointments.

We really hope you’ll let us help you, freeing you up to focus on the more important aspects of your work and allowing us to reduce some of that stress that comes with running a business!

Good Telephone Manners

At Zoom, we train all our operatives to have the perfect telephone manners. We know how important it is to communicate well on the phone and how much of a difference it can make to your business.

We’ve put together a few tips on telephone manners and how to win over your clients.

Effective communication requires you to build trust, comfort and understanding. It also requires discussion, rather than just one person telling someone something.

Successful communication is where two people come to understand the same thing, so while a varied vocabulary may sound impressive, it may simply lead to someone not understanding what’s being said.

Repeating what someone has said back to them can assist in communication. It helps to clarify the issue- and it tests that the message that has been “sent” is the same as the one that has been “received”.

Testing for understanding (as above) is essential- most people will not say if they don’t understand, as they’ll feel embarrassed or inhibited by thinking that others do.

If you don’t know something, it’s best to carefully word your response. Instead of saying “I don’t know”, you can word it to sound more professional and positive. Use “I will find out” and then make sure you get back to them.

A lack of training is the most common reason for performance failure.

We take pride in our telephone manner, treating your clients the same way we would our own. When we speak to your clients, they will never know that they aren’t speaking directly to your company. They will always speak to someone who is well-trained, articulate and professional, while keeping a friendly warmth to the conversation. Try us now- free for seven days!

A Telephone Manner With A Difference.

Everyone knows that the way you speak on the telephone can have a huge impact on the way the conversation goes- whether you come away with a positive or negative feeling. When you phone a company, the person who answers can make you feel very valued- or as though you are wasting their time.

The difference in the way you are spoken to on the phone can result in two very different outcomes for businesses. If you receive blunt, cold and unfriendly service, you are much less likely to use that company for whatever business you needed from them. A positive experience, where the caller is dealt with in a friendly, professional and interested manner can transform a simple phone call into a business deal. Making the person feel valued, at ease and like they can trust you will result in them feeling much more inclined to use your company. Even if they don’t commit to anything during the phone call, you will stick in their mind and they will feel as though they can trust you- they may recommend you to a friend!

At Zoom, we consider your company part of ours, so we will speak to your clients as though they were enquiring about our own business. We’ll use a telephone manner that not only makes them feel positive about your company, but as though they are being dealt with in a friendly, professional manner to ensure we do the best for your business. All our staff undergo customer service NVQ level 1, 2 and 3, and we invest heavily in personal development and training. We then work hard to retain our staff once they are fully trained, meaning we have one of the best retention rates in the industry. Each of our team members are recruited from customer service backgrounds and we look after our staff, which means their team spirit and loyalty comes across in all the calls they take.

At Zoom, we can answer your calls 24 hours a day, 7 days a week, including bank holidays, or you can subscribe to our “business hours” service, where we answer your calls Monday to Friday from 0845-1800 hours, with a voicemail service for out of hours.

Try a free 7 day trial to see just how good we are!

The Business Of Brochures

One of the best ways to get word out about your business is to send out brochures- it’s often requested by potential customers too! But sometimes, you find yourself missing out on business because you’re just too busy or away from the office, so you don’t have time to post out brochures.

Brochures are a great way to advertise your business, focussing entirely on your company and its offerings, thereby capturing the attention of your potential customer. Versatile and adaptable, brochures offer different ways to put your information across to your target audience. A graphic designer can help you put together an exciting design to ensure your business comes across as you want it to. It’s worth putting effort into the content on your material, whether it’s an enticing offer or punchy facts that will grab the attention of the reader. Bear in mind, brochures that are to be mailed out need to be sturdy enough to survive the postal system too!

Think about the size of your brochure- people respond well to clutter-free content, so make sure you have enough room to layout exactly what information you need, while keeping the aesthetics tidy and appealing.

Zoom can send your brochures for you, posting them out with your preferred letter and stationary, and using either 1st or 2nd class stamps. We can have these ready to post out in response to requests from your customers when they call. We’re completely flexible, so don’t hesitate to talk to us about what you need!

Small Business, Big Impression

If your business has started small, one of the best ways to boost your professional image is to have a virtual receptionist to handle any incoming calls. This gives the impression that your business is bigger than it actually may be, improving the confidence potential customer’s place in you.

Zoom can offer an exceptional level of service from our virtual receptionists, so that your customers or clients won’t ever know that they are talking to someone who isn’t directly part of the business. All calls are answered promptly and professionally, so you can rest assured that your first point of contact will be a courteous, helpful person for your clients to speak to. All your calls will be answered using your business name, making sure your company is represented exactly how you’d like it to be.

You can then dictate exactly how you want the call to be handled- whether you want the call redirected to the right person, or whether you want a message to be taken. This is perfect for whenever you’re on holiday, ill or in meetings, for example. You can avoid leaving customers unanswered or taking a phone call when you’re in a rush, making sure your clients get the full, professional attention that they need.

Zoom can also offer diary management, to book in those appointments and make sure you don’t miss any business opportunities! Acting as your own virtual assistant, we can use an online diary (or one you specify) to arrange your meetings and appointments, following your specifications. This can help you manage your time and to make sure clients are properly looked after and made to feel as important as they really are.