Zoom's top ten answering tips!

Here at Zoom we answer all your calls professionally and handle each customer the way we'd like to be dealt with if it were the other way around. 

Here are our top ten tips for professionally handling telephone calls!

#1: Learn the callers business language. We research each sector we answer calls for, making sure we understand and can use similar phrases and terminology, so the customer feel that they can trust us. 

#2: Match the customers approach. If a customer is in a hurry, we'll always acknowledge this and if we have to get help or information from elsewhere, we always let them know an estimate of how long it will take. 

#3. Answer the call after 2 rings and before 6. Answering a call after 1 ring generally can throw people completely, they don't expect such a sudden answer and generally they aren't quite ready! So we answer all calls after 2 rings and always before 6, as no one likes to be kept waiting.

#4. Don't hang up first, let the caller. We never hang up first, as 30% of people on the phone add a sudden "Oh by the way..." and if we hung up first, we'd miss this!

#5. Sound lively, interested and efficient. This is the impression the caller has of the company and we want to keep it that way. We will never lower your businesses reputation.

#6. Have open questions ready in case of a pause. Pauses of longer than 10 seconds are unacceptable to callers, so we always have a list of questions or non-contentious things to talk about to make sure all callers feel comfortable dealing with us. 

#7. Never assume callers are like you. We will never pass comment on issues such as race, religion, politics or even sport, as we never assume that people hold the same views as us. Even a passing comment may cause an issue if there is a difference of opinion and that just won't do when the caller expects a professional phone call. 

#8. Don't worry about good vocabulary. In other words, there's no need to use long, fancy and difficult language as it may well just confuse the caller. We use plain but professional vocabulary to make sure they understand exactly what we are saying. 

#9. Don't say "I don't know". We never say this, it's highly unprofessional. Instead we'll always tell the caller that we'll find out and get back to them, it leaves them with the reassurance that we care and we want to help them with their enquiries. 

#10. Be an active listener to build trust. Listening is critical on the phone and the caller needs to know that you're paying attention to what they're saying. We use short phrases such as "ok”, "I understand" and "yes" to show we are interested and actively listening to what the caller is saying. 

Divert To Us

Here at Zoom, we understand that the importance of good business, which is why we take pride in answering each and every telephone call in a professional and polite manner. Even when you transfer your calls to us, you’ll always be in control. 

In an ideal world, every business owner would be able to answer the business’s incoming telephone calls, however as the business expands and develops, this isn’t always possible. With Zoom’s unique answering system, you can choose to divert incoming calls to Zoom Answer Call simply by activating a diversion from your very own telephone keypad. 

We will provide you with a unique Divert Number, which allows you to divert any call either when your don’t want to be disturbed, or if you’re just simply out and about. The diversion occurs within a matter of seconds and is completely undetectable. 

Your call can be diverted to us in numerous ways. If you’re busy, just simply divert to us when you’re on another call so the other caller won’t experience the engagement tone. If after four rings the call remains unanswered, you can choose to divert to us automatically if you’re unable to take the call or get to the phone in time. Finally, if you’re with another client, in a meeting or simply you just don’t want to be disturbed, then you can choose to divert to us permanently. 

Call us today for free on 0800 583 5020 for more information. 

Let Zoom Help

Everyday, we continuously hear about how times are getting tougher and tougher, and how stress levels are now a record high. 

“Work smarter, not harder” Here at Zoom, we believe that a stable and resourceful environment helps develop a brilliant work ethic, which is exactly what our services aim to do, achieve and accomplish. 

Being stressed will essentially develop into more stress. Many people believe that if you consistently keep on working, things will get completed eventually down the end of the line. This is somewhat true, however there’s a point of when enough work is enough, and there’s not much point in continuous hard work if the work that’s being produced lacks in quality. 

At Zoom, we take a smarter approach. We can reduce your work load by a sufficient amount, and keep your clients and customers happy, and happy customers mean better business, easing your stress levels, which is why Zoom have taken a new direction into answering and managing phone calls. 

If you’re away on business, travelling or just out of the office, our Zoomette’s will answer calls in your business’s name, as well as transferring calls directly to you as if you’re right in the office. You can be assured that we’ll always represent your business’s name to the highest standards. 

We act as a virtual receptionist for your company. We’ll be the first point of contact, meaning that calls won’t be passed on time and time again, infuriating you, and your clients. 

Times may be getting stressful, but we’re here to help and support you, and your company calls, leaving you with one less thing to stress about.