Maintaining Business as Usual During Lockdown As if By Magic – How Did We Do It?

Woman with coffee working from home

With a workforce of around 150, you may wonder how we at The Insurance Emporium managed our seamless transition from being a York-based call centre to having our team working efficiently from home during lockdown, mostly scattered across Yorkshire.  As you might imagine, this transition took more than just a bit of fairy dust and magic – our Business Continuity Plan was already in place ready for situations such as the COVID-19 pandemic.  When lockdown came, our Business Continuity procedures and secure infrastructure were rolled out, which ensured minimal disruption of service for our customers.

It really is Business as Usual

Business as usual working from home

In unprecedented times like these, it was essential for us to continue providing the level of service our customers have come to expect, and the ability to speak to our team directly over the phone was an important factor in providing this service. We are proud to say that our Business Continuity plans have held strong – our customer service levels have been largely unaffected during lockdown and it has been very much business as usual.  Lockdown has had little or no impact on our call-handling, claims turnaround and response times, all of which remain within our usual targets.  Importantly, our friendly, well-trained team have been handling calls from day 1 of lockdown – we know how important it is to have someone at the other end of the phone!

We’re Still here for you!

Business as usual working from home

If you have any questions regarding your policy or are thinking about taking out a new policy, don’t hesitate to call our friendly Customer Contact team on 03300 244 005.  We look forward to talking to you!

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