Handling Your Calls During The Coronavirus Crisis

A message from Tim Morris, Managing Director at Cymphony: Handling Your Calls During The Coronavirus Crisis

Latest update 30th July 2020

As the coronavirus emergency continues to affect all our lives we will continue to keep you informed of our current actions to mitigate the effects of Coronavirus on our clients, our staff, and our business.

This communication will help you understand what we have done at Cymphony:

The majority of our PAs are working from home

All remaining team members are working from home

Our Live Chat team are working from home

Ancillary team members who would normally not handle inbound calls for clients are now fully trained to accept calls if and when needed to do so

As of July 6th we began to slowly open our office. Many of our PAs have chosen to continue to work from home, we will support them in this request.

Our call volumes are now very close to where they were prior to the beginning of lockdown. As we see more clients coming back to work, as well as new clients joining us each day, we are in the very fortunate position to be recruiting new team members.

All of this is positive news. However, predicting daily call volumes is very challenging and is likely to continue to be so for some time to come. Our normal forecasting processes are hampered by the volatile nature of inbound call volumes. We are working hard to ensure sufficient PAs are scheduled to work based on our best understanding of the current call volume expectations. In the event call volumes increase significantly and unexpectedly on any given day we may need to slightly alter the service offered to you. If you currently receive services which exceed regular ‘message taking’, for example diary or calendar management, we may at some point need to take a message only and send those on to you. This will ensure the largest volume of calls are answered, albeit some of them at a reduced service level. If this situation arises we will do our best to send out a notification to you.

Currently we are managing to answer calls in a timely manner. However, as circumstances change, there may be times when call answering wait times will be longer than normal. We will do all we can to keep call wait times to a minimum.

Cymphony is committed to do all it can to ensure your calls are answered during this challenging time.

Many Thanks,

Tim Morris

Managing Director at Cymphony