Call Handling and the Impact of the Furlough Scheme

Monday, August 24th, 2020

Notwithstanding the ongoing debate around a further extension to the immensely helpful furlough scheme, those businesses that are still able to do so have been planning a return to some sort of post-Covid normality, whatever that may turn out to be!

On the assumption that appropriate social distancing regulations can be implemented, for many businesses, this will have involved a staggered return to work for those employees who are not able to work from home. 

Consequently, it has been especially difficult for some departments to run at even a revised peak capacity. In the case of customer services departments, this has been especially problematic at times of high call volumes when callers who are naturally uncertain as to service availability have far more queries and requests for information.

With this increased customer contact, a skeleton staff can become quickly overwhelmed, which can in turn have a serious impact on long term customer retention.

Where it is possible to do so, one solution might be to bring back other furloughed staff ahead of time. Another is to consider utilising the services of a professional outsourced inbound call centre such as ourselves here at mplcontact Sutton Coldfield.

During these unprecedented times, we continue to assist many businesses to explore how outsourcing some or indeed all their call handling may be beneficial to them in the short or even the longer term.

So, if you or your team would like to discuss how our contact centre services can help, please call one of our friendly experts in complete confidence on 0800 018 6009 or alternatively, just click HERE to use the online enquiry form on our website.

In the meantime, we very much look forward to hearing from you.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society