Jacqui Frost

Do You Want Call Answering Like IKEA?

It's about bringing the family together ...

Posted on: 03/07/2014   By: Jacqui Frost

There are so many firms offering call answering these days. Some are quite big and impersonal and others are smaller, friendlier firms. With 10 Genies we probably sit somewhere in the middle these days ...

We consider ourselves to be a tight-knit and family friendly team; with 19 children between us it would be difficult not to be!

We have, however, taken that one step further in recent months with the addition of Ciaran and Adrian Piggott into our team. We're just like IKEA - bringing the family together - our call answering now has a very family feel to it. So we asked Adrian, as the newest Genie, to tell us what it was like working at The Office Genie!

"I'm Adrian, the newest Genie here at Genie Heights. I started in April, after Ciaran, my brother, scored me an interview! My work experience mostly consists of shop floor work, but I did a summer of outbound calling whilst at university and what a difference there is between that and here! I was working in a call-centre for a home improvements company, trying to sell windows and doors and booking product demonstrations.

The biggest difference for me between call answering and making outbound calls is that people actually want to speak to you when they're calling you! A lot of people get very, very upset when someone calls them unsolicited, to the point of swearing and shouting and threatening all sorts of vengeance against the unlucky call centre employee who had the audacity to do their job.

The worst we deal with here are the very few slightly irritated callers, normally due to the fact the person they want to speak to is busy. We also don't work off of scripts here, which is a breath of fresh air from the tired, boring spiel I used to have to reel off for people. Each call is dealt with individually, with specific instruction from each company on what to say, who to direct messages to; but depending on the client, there is very little set in stone for these calls but the greeting!

Each caller is dealt with and listened to fully in order to give them the absolute best level of service possible, which simply was not a consideration we made at my last job - we had a set number of calls to make a day, with a commission aspect and a very impersonal style of call.

Speed was key in my previous position, with emphasis on getting people off the phone as quickly as possible and getting onto the next one: if we spent more than a few seconds between calls, someone would definitely know about it! There isn't even a hint of that here; sure, we try to get to the phone as quick as possible and there is a bit of banter and friendly rivalry with call answering (if no-one is on the phone and it rings, it can be quite funny to watch us all jump for it), but the focus of our work here is customer service and I think we provide it extremely well. All in all, this is a much nicer, friendlier, far more laid back position, and one which I greatly prefer!

Working with my little brother is a novel experience for us both as well. Him in his first ever job and me having had a few by now. The dynamic of our relationship hasn't changed, we're still great friends, but at work he definitely has the edge on me! He's the older brother in this situation and it is very, very odd! I'd never really had to ask for his help before this, I always gave the advice. We are constantly mistaken for one another, both by customers ('I spoke to you earlier; you know what I'm talking about!', 'Er, I think you must have spoken with my colleague') and by our lovely co-workers, who refer to us by one-another's names (or their kids' names, their partner's name, the list goes on ...) and can't tell the difference between us when we laugh. That's no big deal for us though really, as our own mother can't get it right sometimes!"

So along with Jenny and Sarah, both of whose Dads are customers of ours, Ciaran and Adrian are helping us keep it in the family. Call us on 01604 529170 for the personal touch to your call answering.

Until next time ...


More about Jacqui Frost ...


I had a successful 20-year career as an office manager and personal assistant; however, my job was no longer focused on the customers and became all about the numbers. My customer-focused background began when I was 12 in my father's independent carpet showroom. I had a spell with Marks & Spencer before I moved into office-based jobs. I have worked as a training administrator, a PA and PA/office manager in a variety of industries from manufacturing to the IT education sector.

Meanwhile, my husband Ian, a successful Northampton based Master Decorator and owner of Rainbow Frost, was losing out on work due to missed phone calls. When he was busy, callers were getting his voicemail but weren't leaving messages. I knew how to fix that problem!

I quit my job and took on Ian as the first client of The Office Genie in November 2005. Word quickly spread with the second client coming on board just one week later. The majority of our clients since have come to us through word of mouth recommendations and networking referrals. Over the years, I have become well connected in Northampton and Milton Keynes.

Outside of work I enjoy swimming, roller skating, the theatre and my cats and dogs!


+44 (0) 1604 529170



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