16/03/2020
mplContact’s Covid-19 Contingency Plan
We thought it would be useful if we shared our Coronavirus Contingency plans with our customers. We hope this may give some reassurance to our clients in a very stressful and uncertain time.
As far as your callers will know, it is business as usual for us at mplContact! Half our team have been deployed as homeworkers with calls routing to them on laptops which have been supplied and built specifically for this purpose, and more will be despatched to do the same over the coming weeks. The service should remain largely unaffected for our clients.
One slight change, will be that our supervisors will only be available for admin/account changes during slightly reduced hours. These new supervisor/administration hours are as follows: Mon-Fri 9am-5.30pm, Saturday 9am-4pm. Any requests outside those hours, will be picked up the next working day. Call handling will of course still be provided on a 24/7 basis.
We are following the government’s guidelines to keep our office as safe as possible and to minimise the risk to our staff. As there are less working in the office, and this trend will continue to move more to working from home, the staff in the office are being spread around the office as much as possible. We are increasing our cleaning and sanitising steps in line with advice also.
We fully understand how fluid the situation is every day and advice given to businesses keeps changing, but if you have plans in place which might effect the service we currently provide for your company - regarding volumes of calls, or the ways you would like calls to be handled in an interim period - please can you email us to keep us informed and to ensure any changes can be managed in a timely fashion – emails to [email protected].
We wish all our clients the best in this uncertain time and urge everyone to follow government guidelines in order to stay safe!
