COVID-19 COMPANY UPDATE 4/8/20
In the past few weeks, much has changed regarding the current state of COVID-19. Like many of you, we have been monitoring the status daily and have adapted to the challenges. During these uncertain times, we understand we play a critical role in your business and we remain open for business!
As previously communicated, we expected an increase in call volume over a period of time and with that, longer wait times. This period has since passed, and we are happy to announce our call volume has normalized.
Our team is operating at full capacity and we are completely equipped to answer your calls. If you took action based on previous communications due to that time period in which we projected an increase in calls, please know you can confidently revert to us handling your calls in the manner previously in place. As a reminder, in effort to better service your account, we ask you to communicate any changes to your service so we can ensure we are handling your account at the highest level.
ASuperior has been and will continue to be here for you during these uncertain times. We thank you for your efforts to minimize the impact of a very difficult situation. We thank you for your understanding as we work through the ever-changing impacts of COVID-19. And most importantly, we look forward to getting through the challenges we face together.
COVID-19 COMPANY UPDATE 3/16/20
In the past few days, much has changed regarding the current state of COVID-19. A national state of emergency was recently declared. As part of the ongoing and rapidly changing impacts this is having across the country, we felt it important to provide some additional updates to our clients.
As mentioned in our previous communications, we are open for business. For us, it is of the utmost importance to assist in processing calls for our clients. This remains our number #1 priority in this once in a lifetime pandemic.
Businesses across the country and many we serve have begun taking the recommended steps from industry professionals. As part of this, many are instituting a work from home environment for their teams or simply closing. Due to this, we are expecting much higher call volumes and with that, extended hold times.
Our workforce is being stretched to its max. All our team members are working at full capacity. Our efforts to recruit, hire, train and implement additional agents will be challenged due the global impacts of COVID-19. We are asking our clients understanding as we work diligently answering all calls as quickly as possible.
If your office and or applicable business is planning to be closed, we ask that you keep the following items in mind:
- It is best to communicate with us via e-mail. It will free our staff to answer incoming phone calls. Please email our Supervisor on duty to send us any pertinent information, updates or on call changes. This inbox is monitored 24-7-365.
- It is possible for you, or someone on your staff, to answer phone calls during normal business hours either from home, or, their cell phone. Those who wish to put this into place are encouraged to call their phone provider and ask them for the ability to have Remote Call Forwarding. This will allow you to “remotely” transfer calls to your home # or your cell during the day, and then to us after hours. All of this is accomplished without you being in the office. You control the times.
- Understand our priority will be answering calls. Changes to your account may take longer than usual.
- We will not be able to return calls to patients or clients on your behalf. Our focus will remain will be on taking incoming phone calls.
ASuperior has been and will continue to be here for you. We thank you for your efforts to minimize the impact of a very difficult situation. We thank you for your understanding as we work through the ever-changing impacts of COVID-19. Most importantly, we look forward to getting through the challenges we face together.
ASuperior Contact Center