Ensure Continuous Communication During Coronavirus Crisis

In just a matter of days, COVID-19 has changed the way we live and work in dramatic ways. And while we hope these modifications remain temporary, for now, we must make a number of concessions, both personally and commercially, in order to keep one another safe and healthy.

During this time, many businesses may be wondering what they can or should be doing with their phones and voicemail.

At Edwards Answering Service, we recommend the following:

1. COMMUNICATE. Make certain your call center has the latest gameplan for each of your locations, as well as updated emergency procedures, on-call information, and more. Continuous communication is key. Has there been any turnover in staff? Are there any new or alternate phone numbers that should be listed? Even the smallest detail can be critical and could be the linchpin between quality service and confusion.
2. Update communication methods. Do modifications need to be made? If your office typically receives faxes from its telephone answering service, will employees still have access during this time? Or should arrangements be made to switch to email only, instead? Client web portals are ideal for medical clients.
3. Create custom greetings for clients. At Edwards Answering Service, two of our parish clients recently requested recorded messages providing information on public worship cancellations, rescheduled events, and other quarantine-related updates. Similarly, doctors’ offices may want to provide notices to their patients that all non-emergency elective procedures have been canceled until further notice.
4. Adjust call forwarding. Keep in mind that scheduled call forwarding tasks will need to be amended if there are any change in-office hours.

Edwards Answering Service is making every effort to assist clients who are unable to report to their offices as a result of COVID-19 to maintain continuous communication with their customers. We also understand many of our clients will require additional services during this time, and our office is fully operational and ready to assist you in any way we can.

Questions? Concerns? Call us at 800-606-3273. And please let us know how we can help. Together, we will get through this crisis.