Diversion Mayhem

We’ve all been there. You ring a company and get through to the wrong person, so they divert you to someone else, who passes you to someone else… the process of actually speaking to the right person can be a drawn out and frustrating one.

With Zoom you’ll never have to have your customers experiencing this. We’ll act as a central point for your calls to come in to, diverting them straight to the right person or department. You’re customers will be impressed with the speed and level of service you offer, handling all enquiries efficiently and smoothly. This in turn gives your business an improved reputation with customer care and is well worth investing in!

Our Zoomettes are all trained in Customer Service NVQs, levels 1, 2 and 3, to make sure your clients or customers never realise that they’re talking to a third party when their call comes through to us. We’re proud to be a part of your business and help you offer your customers the best service possible.

Top Tips For A Successful Phone Call

Here are our top tips for successful Phone Calls

1. Make sure you’re in sync with the business language the person is talking. If it’s a sector you’re unfamiliar with, then do some research and use similar phrases to make sure the person on the end of the line builds trust and confidence in you.
2. Acknowledge if the customer is in a hurry, telling them you appreciate this so they know you’ll be doing your best to deal with their enquiry as swiftly as possible. If you have to call them back, tell them how long or when it will be so they have a timeframe to work with.
3. Don’t answer before the phone has rung twice - most people aren’t actually ready and you’ll catch them unprepared! But make sure you answer before the phone has rung six times as you risk the person hanging up, presuming there’s no one to answer.
4. Don’t hang up before the caller does - you risk missing that crucial “Oh...by the way!” This could actually lose you business, so make sure the customer hangs up first!
5. When speaking to the person, pay attention to the tone of your voice - make sure it’s not monotonous as you’ll come across bored and uninterested. Inject a bit of liveliness into the way you speak - remember that the way the person perceives you is also the way they perceive the company.
6. Don’t ever have an empty pause of ten seconds or more, as this will come across badly. Make sure you’ve got open questions prepared in case the conversation dries up.
7. Don’t ever presume that someone shares your opinion on anything! Whether it’s sport, religion or politics, it’s never a good idea to voice how you feel on something as this could cause real issues if the caller doesn’t share your view. Stick to neutral comments that can’t be interpreted to mean too much!
8. Don’t make your choice of words too complex. Using long, sophisticated words may make you sound intelligent but it may also inhibit the caller from understanding what you mean if they don’t have the same vocabulary - stick to simple, easily-understood words to make sure your message is passed on clearly.
9. “I don’t know” is never acceptable. If you’re stuck and don’t know the answer to something, say “I’ll find out and get back to you”. The caller will feel much more valued and will have a much higher opinion of a company that clearly wants to help its customers.
10. Don’t leave the caller to ramble on without any acknowledgement from you. It’s so important to actively listen when someone is speaking to you, so interject with “Yes”, “I understand” and “OK” to make sure the caller knows you haven’t dozed off while they were talking!

Coaching For The Perfect Answer!

If you’ve just started your own company, you’ll have a new group of employees who are fresh to the job - and if a big part of that is training your staff to answer the phone correctly, we’re the ones to help!

A professional telephone manner goes a long way to helping your business succeed. Whether your business is a sales-based one or offers a particular service, you’ll need people who are competently trained to be beacons for your business and get the results you need to excel and be the best. Use our expertise to help you win sales, improve your relationships with customers and make your company shine.

By training your staff you can be more in tune with what your clients want, adjusting your behaviours to meet your client expectations.

Zoom can coach both individuals and groups on how to be competent, confident and to convey the right attitude across the phone. Equip your team with the right tools to answer your calls and enhance your company’s image. You’ll hear the difference in the way your staff answer the phones and you’ll see the difference in the results that then come in.

Outsourcing Is The Answer!

With any business, there will be busy periods when you need extra help to keep your business running smoothly. Christmas, during sales, during periods of staff holidays or sickness - sometimes you just need more hands on deck to make sure the level of service you offer your customers doesn’t falter.

All of our operators have been recruited from customer service background, which gives them a sound knowledge of their job to start with, however we believe in personal development and train all our staff to NVQ levels 1, 2 and 3 in customer service. This means we deal with your calls the same way you would - we want your company to shine, so we pride ourselves on answering and responding to your calls as if they were to our own company. And don’t worry, your customers and clients will never know that they’re talking to a third party. You can dictate the way we answer and we’ll always follow your instructions, to the letter.  

Missing telephone calls can mean you lose out on potentially huge amounts of business, which can cost you dearly. Don’t risk it because you’re low on staff, outsource your telephone calls to Zoom and let us help you keep your company’s image the best it can be. We’re always flexible, so if there’s something specific you need from us, just ask!

Your Very Own Virtual Receptionist

At Zoom, we’re proud to offer our clients a service that is second to none. If your business is starting small, why not employ our services to make it sound bigger with a truly professional answering service?

We’ll do everything a normal receptionist would, answering your calls as part of your company and directing them to the correct person or taking a message which we’ll pass on to you immediately via your chosen method - email, SMS, fax or text. Your phone calls will never go unanswered again, meaning all your clients are kept happy, with impressive service that will make every one of them feel valued and satisfied.

We also ensure that your company comes across in the best light possible, with professional, friendly and helpful staff who answer your calls as if your company was ours. You can have all your calls transferred seamlessly to anywhere in the world, giving the impression you’re in the office, even if you’re not!

Whether you’ve got one employee or hundreds, we can manage all the information to ensure calls are directed the right person, without passing the client from one person to another! We have excellent technology at our fingertips that helps us deal with all your calls in a timely and helpful manner, bringing up all your instructions whenever we get a phone call to remind us of exactly how you want your calls dealt with.

Marketing Campaigns Without The Stress

Need a response that’s more in depth than our call answering service? Here at Zoom we’re extremely flexible when it comes to our customers, so if you need a response to your marketing campaign, just ask!

We can handle the calls that come in from your campaign, taking down any information you want collected from the callers, be it names, addresses, phone numbers, email addresses - whatever you need, we’re completely flexible and will always use your instructions to answer the calls. Our technology means that whenever a call comes in for you, all the details we need to answer the call are immediately on a screen in front of the Zoomette, to ensure they answer in exactly the right way, as per your instructions.

Callers will never know that they’re talking to a third party as we respond as if we were part of your company. We’ll take the details you need from them and collate the results together in a report that makes it easy for you to see exactly what data was gathered. You can even hire one of our 0800, 0845 and 0870 non-geographic numbers!

Call us now on 0800 583 5020 to see how we can help your business grow and shine!

Call Centre Services For You

One of the many exciting services we offer is to help you manage marketing and recruitment campaigns.

Advertising campaigns are wonderful ways to get your name out there, drawing in customers and clients, and generating business to increase your profits. We’re always happy to help you manage these, tailored to exactly what you need to get from the campaign.

Brief us on the product or service you’re offering and our Zoomettes can manage the response from the campaign, capturing the data you need from callers and collating this together. Data such as name, address, where they saw the ad and which product they are interested in can all be collected from each call and either emailed, texted or faxed to you as soon as it’s received. All the data from the campaign would also be collated and put together in a customised report, so you can see the response and the activity that has been generated by your marketing campaign. We also have 0800, 0845 and 0870 numbers for hire, allowing you to use these without actually having to purchase one.

We have a team waiting to help you manage your campaign, meaning you’ll get all the data collated together, saving you hassle, time and money. If you need more from us just ask! Our service is completely flexible, so we’re always happy to take the time to discuss your requirements and see how we can help. We treat your clients as though they were our own, so they’ll never know that they aren’t speaking directly to someone in your company. We’ll answer the phone in the way you’ve specified, to make sure your business is represented exactly how you want it to be.