Coronavirus has shone a light on society’s heroes. It’s impossible to overstate the contribution of NHS staff, supermarket cashiers and the hundreds of thousands who recently volunteered.
This has made us consider the superstars in our Contis family. As a technology-based company, we thankfully faced few operational risks in the transition to working from home.
But for our 30 strong Customer Services Team, this has meant moving the entire call centre operation to people’s living rooms and bedrooms.
The team implemented our Business Continuity Plan without a hitch. Over a two-week period, they set up the remote-working technology and transitioned seamlessly. They continue to process over 1,000 calls a day, maintain a 90% answer rate and reach 60% of calls within 20 seconds.
The team does a vital job in normal times, resolving issues quickly and professionally. Right now their work is exemplary, ensuring vulnerable people can access money and payment services. They have risen to the challenge, despite the pressures of being isolated at home – allowing us to ensure business as usual for our clients.
We wanted to say a huge THANK YOU to the whole Customer Services Team, and show our appreciation for their work in these difficult times.
The Contis Team