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Expansion Reflects Changing Working Practices

Expansion Reflects Changing Working Practices

Left to right: Sharon Colledge and Laura Cotton (seated) with Emma Roome

Oberoi Business Hub in Pride Park has expanded its call answering team in response to an increasing number of private, public and charity sector clients who need support post-lockdown.

Experienced customer service operatives Laura Cotton and Sharon Colledge have joined the team which handles in-coming calls for more than 300 clients including SMEs, large corporate companies, public sector and health service organisations as well as charities.

Both Laura and Sharon have worked in customer service roles for several years and both have joined Oberoi Business Hub to further hone their skills and support clients’ customer relations and growth.

Oberoi Business Hub team leader Emma Roome explained: “We have significantly increased the number of calls we handle and have consequently taken on new staff and are looking to recruit more.

“Our focus during lockdown was both lead generation and ensuring a seamless service for our current clients whilst the vast majority of their staff were working from home.”

Oberoi Business Hub call answering team also took on special projects including handling recruitment calls for the private hospital and care company Chartwell Group who needed to hire 70 staff during the peak of the Covid-19 emergency. It also came to the aid of The UK Sepsis Trust when the charity experienced an increase in calls for COVID-19 patients as the residual effects are similar to those of Sepsis.

Miss Roome continued: “As lockdown restrictions in the workplace started to ease, we recognised that certain businesses and organisations would face long-term challenges in handling in-coming calls.  We therefore launched a proactive marketing campaign to demonstrate how we could support their customer service operations moving forwards.

“This has proved to be very successful and the expansion of the team reflects our growing client base.”

She concluded:

“The traditional practice of front-facing reception staff also answering telephone calls is not always effective due to the time required to complete Covid-safe practices for staff and visitors entering work premises.

“For a number of our existing and new clients, the call answering team at Oberoi Business Hub is now seen as the way forward as businesses and organisations face the challenges of the new world.

“We complement business operations – working as part of a client’s customer services support team in a seamless and cost-effective way.”