Zoom - How We Work

Using the phone to connect with people is still one of the most popular forms of communication, which is why it’s important for all businesses to keep on top of those important phone calls, which can either make or break a business. Here at Zoom, we understand the significance of each phone call, which is why we treat each call with the utmost importance and professionalism. Our team of Zoomettes answer, manage and route your calls in the best manner possible, whenever you need us to. 

Give us a call and we’ll guide you through the steps of how you would like us to answer your telephone calls. Even though we’ll be answering your calls, you’ll be fully in control. You can decide how you would like your calls answered, if you would like your calls to be put through straight to you, or if you would prefer a message to be taken and emailed/texted to your mobile. 

Begin your 7 Day Free Trial and transfer your calls today. At the end of your trial, you will receive a report which states the breakdown of costs and a monthly estimate based on your week’s worth of calls. You can also always call us and let us know your feedback, and if you’re happy to go forward, you can just simply sign up online to our services!

Dealing with a disgruntled caller

Talking on the phone and dealing with callers can generally be quite a pleasant experience. Although from time to time, there will be that one caller that can be quite difficult to deal with, and no matter how polite and civil you are, you still can’t appease the person on the other side of the phone. Dealing with this type of situation can be quite difficult, however there are various ways to diffuse the situation and ensure that it doesn’t escalate any further. 

It all starts by listening to the caller, although this may be the last thing you want to do if they start getting abusive towards you. In this type of situation, the first thing to do is to make the caller aware that you won’t tolerate abuse of any kind, you’re there to help them, not be their verbal punching bag. Saying something along the lines of “I understand that you’re frustrated sit/madam, but I won’t tolerate being spoken to in that manner, I want to help you and ensure that this issue gets resolved” will help tame the situation, as well as putting the caller in their place. If you’re struggling to understand or listen to the caller for whatever reason, jot down key points on a piece of paper, looking back on these notes at the end of the call can sometimes make more sense than in the midst of a difficult phone call where tension levels are high. 

Nothing gets a caller more rattled if they feel as if they aren’t being listened to. This is why it’s key to ensure that you’re actually listening to them, and not just agreeing for the sake of it. You could end up missing key points, misunderstanding the situation and repeating yourself, or worse, making the caller repeat themselves. Try not to pass the caller around to different people either, the caller will only get more rattled and end up having to repeat themselves over and over again. Certain words and phrases can diffuse the situation and ensures that the customer feels as if they’re being listened too, such as “I can understand why you’re frustrated” or “I too would be upset”. Clever vocabulary doesn’t have to stop there. Using words such as honestly, sincerely and genuinely reassures the customer that you are indeed being honest and fair with them. 

When people are angry, all they want to do is vent out their frustrations. It’s important that you let the caller do this, as interrupting mid sentence will only make them more irritable, as you’re stopping them from getting their point across. Sometimes the caller can make you angry as well, but it’s paramount that you remain calm, and most importantly don’t turn the call into a raging argument by passing judgement. This will only reflect badly on you.

It may seem obvious, but don’t shout back, don’t tell them they’re stupid and don’t say they’re wrong. Sometimes it’s about being the bigger person. You know that they’re wrong, other people around you know that they’re wrong, and at the end of the day the caller probably knows that they’re wrong too. Diffusing a difficult situation is much more rewarding than proving someone wrong and letting your pride get in the way.   

Sometimes resolving the situations straight away isn’t always possible, and making false promises may seem like a great solution in the short while, but can be detrimental in the long run for you and the customer. Ensure that the call ends on a high note if possible, it’s always a good sign if someone calls up angry and they go away satisfied.

Be Phone Professional

Call answering to someone involves a lot more than just being polite and friendly, although these key aspects do help; it involves a whole manner of tactics and techniques. We’ve outlined a few to help ensure you’ll stay professional as possible whilst on the phone. 

First of all, start off by trying to answer the phone within a few rings, but only a few. You don’t want to startle the caller by answering it straight away. Recent studies have shown that the caller at the other end of the line usually isn’t ready for the call to be answered straight away and it can seriously off put potential clients. However, you also don’t want them to be continuously hanging on the line waiting for their call to be received, this could lead them to becoming disgruntled even before the call has actually started.

When you do take the call, make sure that your own greeting is professional and polite. Identifying yourself is a great way to start. The caller feels as if they’re being tended to on a more personal level, rather than dealing with an automatic machine. Try and thank the caller for calling in the first place within your greeting. Asking how you can help the caller is practically inviting them to get to the main point of the call, and helps you deal with the enquiry for efficiently. It might be worth playing around and constructing a few phrases together to see what greeting suits you best. Once you have your greeting sorted, try practising it out loud. Ensure that your tone doesn’t come across as monotone and mundane, people don’t want to feel as if they’re burdening you with their call, it can also put you and the company in a bad light. Try not to be too enthusiastic either, people can find this off putting and a little bit fake. It’s all about finding the right balance between the two.

With the greeting out of the way, it’s now about dealing and directing the call in an appropriate manner. Sometimes it’s not all about the caller on the other side of the phone, it can also be about the person they wish to be directed to and being professional towards them. If the caller wishes to speak to someone else, don’t just instantly put them through, try and take control and find out the nature of the call, this will seem more professional to the person you’ve just put the call through. It might be tempting to just put the call though straight away from the callers point of view with no questions asked, but not asking any questions can also come across as quite unprofessional. Try and establish who exactly is calling, what the purpose of their call is and whether the other person taking the call is expecting their call. 

It might be tempting to try and get the call over and done with as soon as possible, but listening is a key factor in maintaining professionalism throughout. If you hang up too quickly or don’t even wait or a response, you can miss vital key points which will only end up reflecting badly on you. The customer also won’t be too impressed. It may be easier to pass judgement on some callers you’ll deal with, however this is the definition of unprofessionalism! If you find that you’re getting a little frustrated with the caller, try to take notes and stay calm throughout the call. Shouting at the customer will most likely start a full blown argument over the phone. 

Just because the person on the other side of the line can’t see you slumped over your desk, doesn’t mean that they can’t tell you’re fed up. A caller will definitely be able to tell if you’re bored over the phone, making them feel as if they’re burdening you. The same goes for eating, chewing and drinking at your desk. Just because the caller can’t see you, doesn’t mean that they can’t hear you munching over the phone. 

This may seem like a lot to remember, but at the end of the day (and the phone call), it’s all about maintaining a good standard of customer service over the phone. 

We answer calls with a BIG difference

Answering a telephone call is now a natural occurrence of everyday life, we don’t even think twice about doing it, and this is acceptable when we’re answering calls for personal reasons, but from a business point of view, it’s important to know how to handle and answer your clients’ calls correctly, efficiently and professionally.

A phone call can make or break a business. It’s obvious that if someone experiences a rude and upsetting phone call, they’ll probably want nothing to do with the person, along with the business that they’re associated with. Word of mouth spreads faster than wild fire, and one bad phone call can seriously hurt you and your business’ reputation. 

Here at Zoom, we know all the Do’s and Don’ts when it comes down to telephone mannerisms. It’s important to remember that first impressions always count, and the only aspect the other person over the phone has to go on is your voice. Believe it or not, it’s easy to tell the difference from someone who answers a call with a smile, than compared to someone who doesn’t. You can be assured that our Zoomettes will always answer your businesses calls with a big happy glorious smile. 

We’ll always answer calls as if we’re based right in your office, and if we can’t give the user the answer then and there, we’ll never say “We don’t know” we’ll always pass the enquiry on directly to you or the appropriate person.   

Here at Zoom, we strongly believe that customer service is one of the most important factors for a business. We always work in a professional and effective manner, helping to ensure your business develops as strongly as it possibly can.   

Please Don’t Leave A Message After The Tone

We’ve all heard that recognisable beep when we can’t get through to the person we’re trying to get hold of. We’re then forced to decide whether to leave a brief message, or have faith that they’ll return the call. 

Having an answer phone system in place is great for personal use, but from a business perspective, it’s not ideal and can actually leave you more unorganised than you intended to become. Having an answering machine service in place gives off the impression that you’re not a well established company, and only having a ten-second voice message isn’t great for putting disgruntled customers at ease. If you become unavailable for a long period of time, you could get hundreds of missed calls and messages from potential clients and business opportunities. Not only does this come across as unprofessional from the clients point of view, but you now have to sift through all those messages and missed calls, and attempt to work out who’s who, therefore also increasing the chance of taking down the clients’  details incorrectly. In some cases, people tend not to even leave a message; they just don’t believe it’s an effective way of communication.

Here at Zoom, we can ensure that none of these familiar answering machine issues will occur if our systems and services are put into place. If you find that you do become unavailable to take calls, your clients will be directed straight to one of our fully trained service representatives, who will answer your client’s call with a big difference; a smile. We will then immediately send across the enquiry or message straight to the appropriate person, along with a daily report via email or fax, allowing you to keep track of the day’s enquiries. 

We believe that customer service is of the most important aspects for a company. Call us on 0800 583 5020 to find out more about how we can help you.

Improving Your Customer Service - Part 3

At Zoom Answer Call, customer service is one of our greatest strengths - we believe that your customers build your business, and it's important to treat each one as well as possible. If you need professional assistance to help boost your customer service department, our call answering services can help! Or if you're simply in need of a few pointers and tips to raise your customer service game a little, then read on... (You can also read part 1 and part 2 of our customer service series for more advice.)

1. Say "yes" whenever you can. This means finding a way to help your customers no matter what. If you can't do exactly as they ask, then offer a suitable alternative or compensation - the fact that you've tried to accommodate their request will serve as a big positive for your customer service reputation.
2. Know when and how to apologise. Sometimes things go wrong - everyone can understand that, and even the grouchiest customer can be appeased if you handle it the right way. Apologise, admit your error and - most importantly - deal with the consequences professionally and quickly.
3. Make things easy for your customers. This includes finding information, organisational systems, transactions, enquiries, returns and complaints. If your customers can't get hold of you, or become confused and frustrated trying to negotiate your system, website or customer service line, they will either become angry or simply give up. Keep a reliable human element in your business and make sure there's always help at hand for your customers. This may mean implementing a phone answering service to ensure that there is always someone professional and knowledgeable at the end of the phone.
4. Go above and beyond. How can you improve on your competition and give customers more? How can you offer a better and more reliable service? How can you surprise and delight your customers? A big part of this can come down to customer service - customers like feeling like they are valued and respected on an individual basis. Take the time to show your appreciation. Ask if there's anything else you can do. 
5. Train your employees well and include them in the daily workings and development of your customer services. Having happy and knowledgeable employees means that they will pass these benefits onto your customers. Show them the importance of your customer service department and work together to find ways of improving it.

We hope these tips have been of help to you and your business in improving your customer services. If you need practical help with customer service management, call answering services, a virtual reception,  seasonal cover and more, get in touch with us at Zoom Answer Call.

New Year, New Strategy - Time to Outsource Those Phone Calls

As your business heads into another new year are you considering a new strategy to make your company run more efficiently and effectively. We have the solution to how you can make the most of having more time whilst reducing costs. Why not outsource some of your businesses activities such as answering the phone. 

It can be somewhat surprising as to how large a proportion of the working day is taking up in answering telephone calls and it can be a major distraction for your employees. By simply investing in a good Telephone Answering Service your staff can focus more on the high value work which results in making you more profit such as marketing and advertising. You will even find them working more productively in less of the time. 

Research has show that in using a Telephone Answering Service can significantly reduce staff absences and potentially save you as a business up to £75 per employee for each sick day they take off. 

Whether your a small or large business Zoom Answer Call believe that service really is everything, not only for you, but to each and every one of your clients too. We offer a range a flexible service to suit your company's individual needs. From call management and appointment booking, customer service and providing information. With highly trained phone answering personnel - the Zoomettes - each of your calls will be answered with a smile in a polite and friendly manner. 

We can also offer call centre services and virtual receptions. Why not give us a call and we can personalize a service for your requirements today - 0800 583 5020.

Improve Your Customer Services With Call Answering Services

Using a call answering service can improve your customer service, customer retention, customer loyalty and give you the edge on your competitors. Customer service is the greatest asset to your business in terms of creating a solid customer base that will assist your company's growth and success. But many businesses simply don't have the the time or staff to devote the effort required to present their customers with reliable and efficient customer service. So what's the answer?

One option is to employ a phone answering service to ensure you never miss another call. Professional call answering from Zoom Answer Call allows you to relax, knowing that your calls are answered by friendly, knowledgeable call handlers, who can act as your customer service department around the clock.

Positive customer service reviews are a huge part of customer retention and acquisition, and have a heavy influence on your company's reputation, especially online. Developing a solid customer service base helps your customers to feel secure in their dealings with you, creating long-term relationships that go beyond a single sale or interaction. Well-trained, polite and knowledgeable customer service agents like our Zoomettes help to retain those customers and resolve issues or answer questions. Better customer satisfaction means positive word of mouth - the most effective form of marketing there is.

Building customer loyalty goes beyond simply creating repeat customers - loyalty from your consumers means positive growth in your company reputation, and a steady stream of revenue from a reliable customer base. Quality customer service must be consistent and needs to fulfil customer expectations and requirements to build trustworthy relationships between your business and your customers. A truly loyal customer is far more likely to sing your praises than a customer who has had a single good experience working with you.

Around 70% of customers say they would look to a company's competitor if they had a bad experience, and consumers are far more likely to speak out about a negative customer service experience than a positive one. According to one study, an unhappy customer will tell 8-25 people about their negative experiences, and this means face to face as well as via social media. Conversely, a good experience is only usually passed on to one or two other people. That might not seem like much, but considering the majority of our online purchasing is based on personal recommendation, it could be more powerful than you think. And remember, just one negative review can seriously affect your business' reputation and customer retention.

Ensure your company maintains its good reputation, or builds an even better one, by using Zoom Answer Call's professional phone answering service to keep your customers happy!

Why Does my Business Need a Phone Answering Service?

If you're wondering whether your business needs a phone answering service, try answering the following questions...

• Are you able to answer every call that comes into your office, and dedicate time and a polite, friendly response to each one?
• Are you able to quickly and efficiently act on each call you receive, whether that means booking an appointment, providing information, or sending out brochures or products?
• Does the person answering your phone have specific training in how to deal with each type of caller?
• Do you have address finder software so that you can look up your caller's address using just their postcode? 
• Do you smile every time you answer the phone? (It really does make a difference!)

If you can't answer yes to all these questions, then you may be in need of a call answering service. At Zoom Answer Call, nothing is too much trouble. We can adapt our service to suit your requirements, whether it's simple call management, brochure sending, appointment booking, customer service, providing information, or covering holidays or staff absences. Our highly trained personnel are flexible and articulate, and answer each call with a smile to ensure a friendly, polite response.

We also offer call centre services, virtual reception services, call handling for franchises, and help with downsizing or outsourcing. Get in touch to find out more, or try our 7 day FREE trial!

A Little Reminder About Our Free Trial

The shops are already starting to get Christmas stock in (personally I think they should at least wait until after Halloween, but that's a whole other conversation!), and no doubt your staff are already trying to book time off around Christmas to see their families and friends. So we thought we would remind you about our 7 day free trial for our call answering service!

The trial gives you a chance to try out our service with no obligation, and if you then find yourself with lots of staff off around Christmas, you can be sure that at least your calls are being answered promptly and your customers are being handled professionally. While we may not be able to solve your clients' problems, we can make sure that their calls are transferred to someone who can help, or messages are taken and delivered to the right person.

Our 7 day free trial is easy to set up so you can quickly see the benefits you get from the service we offer. You can be online in minutes, and whether you only want calls diverted to us when the line is busy, or goes unanswered for too long, or you want to divert all your calls to us, you will still get those 7 days for free. 

Moozings from Zoom - Case Study Orbit Sound

We are delighted to introduce our latest new client Orbit Sound; a British company that supplies high quality audio products with revolutionary spatial technology that includes the T12 V3 sound bar, a super-stylish standalone sound bar, and the T3, an ultra lightweight speaker. GfK NOP Market Research also recently named them as the “Number one best seller for the year, and the second largest growing market for consumer electronics.”

Orbit Sound was initially in need of an answering service as it wanted a system to handle its pre and post sales queries and process orders online. Zoom were able to offer a high quality efficient and ever friendly service with a focus on providing outstanding customer service that met and maintained the standards and requirements they desired.

Orbit Sound provided the ‘Zoomettes’ with one-2-one training enabling Zoom to give callers first line technical support and answering all post sales queries in addition to processing new customer orders directly on line and giving nearest retail advice.

Martyn Double, Technical Support Manager, Orbit Sound commented: “We now have a fully integrated customer support service thanks to Zoom Answer Call”.