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  September 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:

At the beginning of the pandemic, we closed our physical office entirely and all staff worked from home. Our office is now fully functional again with strict COVID-19 risk-mitigating processes in place. This includes social distancing for our team, which means a number of our PAs who answer calls continue to work from home. While social distancing continues to be a guideline, the government once again has asked people to work from home if they can. Some of our staff do not have high enough quality broadband or sufficient physical space in their homes so we will continue to keep our offices open to accommodate those individuals whilst at the same time restricting the number of people at any one time. This will ensure our team’s safety at work. Whilst a number of PAs are working from home there may be the odd occasion where your callers hear some background noise. We will do all we can to keep this to an absolute minimum.

Some of our other team members such as the Client Care team, Quality Assessment team, and some management remain working from home. Our Live Chat team is working from home.

Our inbound call volumes are now higher than they were prior to the beginning of lockdown. As we see more of our clients’ businesses return to normal and even expand, as well as new clients joining us each day, we are in a very fortunate position to be recruiting and onboarding new team members. And are doing so as quickly as we can.

All of this is positive news. However, predicting daily call volumes continues to be challenging and is likely to continue to be so for some time to come. Our normal forecasting processes are hampered by the current 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 and aim to over resource each day. 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. Please accept our apologies if this occurs.

Cymphony is committed to doing all it can to ensure your calls are answered in a timely manner during this challenging time.

Many Thanks,