Zoom UK Services

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.