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 2nd November 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 the pandemic on our clients, our staff, and our business. On Saturday 31st October the government announced a lockdown beginning on Thursday 5th November.

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. Although our office is now fully functional again with strict COVID-19 risk-mitigating processes in place, we will require the majority of our team to work from home from 5th November until further notice. Only those who are genuinely unable to work from home will work at our office. We will ensure social distancing at work is maintained and that the Cymphony office is Covid secure.

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 significant number of PAs and support teams 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.

During this period we will be working closely with clients to ensure we are abreast of your operating circumstances so we can keep callers properly informed. We ask all our clients to contact us using the email address mypas@cymphony.co.uk to inform our Client Care team of any changes in circumstance. In this way, we can keep client accounts up to date with the most recent information.

Predicting daily call volumes continues to be challenging and is likely to be so for some time to come. Our normal forecasting processes are hampered by the current volatile nature of inbound call volumes. We will continue to work 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,