Maintaining High Standards

We understand the importance of our Zoomettes' skills, and are continually investing in them, both in terms of call answering training and client specific training. Investing in our team is the best way for us to make sure that our clients get exceptional service - this is the reason our clients stay with us as they aren't locked into a contract.

As well as recruiting our operators from customer service backgrounds, we also put them through Customer service Levels 1, 2 and 3. Then we work hard to keep them part of our team - team spirit and loyalty are key traits of our Zoomettes. Every time a new client comes on board, all our operators are given client-specific training to prepare them to handle the incoming calls. Clients are welcome to assist us in this training process in our Cambridge office - they can get to know the team and put faces to the names and voices.

Any company trades on its reputation, and investing in training for your staff is a crucial part of maintaining high standards. We are proud of our team of Zoomettes, and hope that our clients are too!

The Importance of Training

Whatever career you are in, you almost definitely needed training to start with. If your job is simple, that training may have been a supervisor walking you through things for an hour, while for more complex job requirements you may need to spend years at university (doctors certainly need more than an hour or so of training!). Surprisingly, many employers don't feel that call answering skills require any training. Naturally, we at Zoom would disagree strenuously with that!

As an employer perhaps you feel that offering training is too expensive, or unnecessary as it is 'just answering the phone'. Unfortunately, lack of training is often the reason why employees fail to deliver the expected level of customer service. Both customer service and call answering are skills that need to be taught and practised; all our Zoomettes have extensive training, covering Customer Service NVQ Levels 1, 2 & 3.

As well as training our own staff, we also offer coaching for either individuals or groups on Competency, Attitude and Impression with regards to telephony skills. These are important skills to learn if you want your staff to handle calls in the best way possible, leaving your customers satisfied and seeing your company in the best possible light.

Need The Skills Not The Telephone Answering Service?

You may have decided that a telephone answering service isn’t the right thing for your business at the moment, but here at Zoom we still have something to offer you. We can train you and your staff in the art of call handling, as well as determining your customers’ needs and teaching your staff how to behave so they are meeting the customers’ expectations.

The way your customers perceive you and your staff on the telephone directly affects how they view your company. Improving your telephone operators skills in three key areas – Competency, Attitude & Impression not only makes their lives easier, but also enhances the image of your business.

More generally, if you can adapt your behaviour so that you are in tune with each of your customers’ differing needs, you are more likely to win their business. Zoom can teach you the skills you need to manage your customers' expectations and deliver excellent customer service. And happy customers are more likely to tell everyone else about you!