In light of the second lockdown announced by the government this month, we have updated our pandemic policy below.
As documented previously, we adapted our service in March to ensure our staff safety during the lockdown put in place.
We have allowed any JAM operator wishing to work from home to do so. For our office-based staff, several precautions have been taken to ensure they are kept as safe as possible.
Throughout the year, we have kept to a ratio of 70% remote working and 30% office based which has worked well with no drop off in service levels, and clients continuing to leave fantastic reviews for our services.
Our training and quality control checks have been adapted from previous methods to ensure staff have been able to keep learning and progressing as well as providing 24/7 customer support as usual for all our clients.
We anticipate being allowed to remain fully open in a complete shutdown scenario as we answer calls on behalf of many private doctors, care homes, health companies, and several other industries relying on services for 24/7 emergency support.
Based on the March and April call volumes, some clients may require additional assistance so please do communicate with us if you think call volumes will increase and if you need any help or support at all.
For any clients requiring meetings, or training, we are requesting that these are done via conference call for the time being. All significant information is shared via our internal portal with additional remote support provided as and when required.
We do understand in addition to this, that there will be some clients from certain industries unable to open at all and we will be as co-operative and helpful as we can throughout this time of uncertainty.
For any help or assistance, please do not hesitate to contact us (firstname.lastname@example.org / email@example.com and 0208 207 0007).
Wishing you all the very best,
The JAM team
Throughout this period of uncertainty, JAM have remained open 24/7 taking calls for our clients as usual. During this time, we have been planning and investing in a new way of working to ensure the safety of our staff as best as we possibly can whilst seeing no drop off in the quality our clients have come to expect from us.
Our aim for the next few months will be for around 70% of staff to be working from home and the remainder office based. For those familiar with JAM headquarters we are fortunate to have a number of individual areas and not one large open office.
There have been some changes made to the office environment including an additional bathroom installed for washing, designated desks for staff members, socially distanced seating, an order for plastic dividers between desks, regular cleaning daily and throughout the night along with strict rules on both kitchen and break room use.
Households with two JAM staff are working together in designated rooms, while anyone who used to travel via public transport to the office are initially being encouraged to work from home. Our quality control checks on calls are continuing as before to ensure our expected levels are maintained. All training with staff will be carried out remotely.
We would encourage any clients who need to organise any required catchup meetings or training via conference call for the time being. All JAM staff have always been updated via our internal portal which has proved an incredibly useful tool for any staff members working from home.
As to be expected, our call traffic levels have dropped over the past few weeks but there are signs of the call traffic now starting to creep back up. Some clients have suffered due to certain industries being unable to open up at all and we are working with clients to be as co-operative and helpful as we can throughout this time of uncertainty.
Moving forward, we are available 24/7 for any client that may need additional assistance. We are very much open and look forward to working with our clients long into the future, no matter how everything evolves.
Please do stay safe and we hope you are keeping well,
The JAM team
At JAM – if February and March was all about preparing for what we thought was inevitably coming – April is now adjusting to the new normal and wondering how long this will go on for – and how we will all need to adjust in a post lock-down world.
As we mentioned previously our focus has been on ensuring no loss of service for our existing client base. At the time of writing we have 90% of calls being answered in the safety of our operators homes with a handful of staff taking calls in isolated areas of our office – which is being cleaned overnight thoroughly 7 days a week.
As we answer calls on behalf of private doctors, care homes, health companies, and a number of other industries relying on our services for 24/7 emergency support - we anticipate being allowed to remain open in a complete shutdown scenario with office staff only a few minutes walk away.
It isn't the ideal way to run our business but it works and we are maintaining our high levels of calls being answered quickly and handled professionally. Our customer service issues have not increased which we can put down to a combination of everyone focusing to deliver the best possible service and clients understanding of the current climate.
JAM have been fortunate in whilst our call volumes have dropped from their normal levels and a few clients have requested to pause their accounts with us – our wide diversity of clients has allowed us to very much remain open for business.
We will of course work with any clients suffering who need our assistance in whatever way we can. On the flip side for companies needing to increase use of our services either in or out of office hours (whatever office hours now are) please do contact us.
The JAM team
In these testing times, we wanted to let you know the team at JAM are doing everything we can to ensure no loss of service. Our first priority is to our existing clients and so all paid marketing was cut in March until there is some sense of normality.
Since the beginning of the year our focus was heavily on recruitment, initially to cope with an expected increase in calls and then as it became apparent something rather serious was happening in anticipation of a possibility of staff becoming unwell.
Throughout March any staff with a quiet home environment have been given permission to work from there. So far there have been thousands of calls directed to operators homes and there has been no noticeable change in our customer service queries. If anything hasn't quite gone right clients have been tremendously understanding as we all have to be with each other at this time.
One of the principles of JAM has always been to promote from within which is why we believe all our staff are passionate about providing the best possible service. It of course also means we can scale our operations up considerably in a matter of seconds with all management staff set up from home to take calls should we become very busy or have a spate of absences.
For those staff who are unable to work at home, we have altered our office structure with those remaining asked to work in a maximum of two or three in different rooms. There is regular cleaning throughout the day, as well overnight and first thing in the morning.
As we answer calls on behalf of private doctors, care homes, health companies, and a number of other industries relying on our services for 24/7 emergency support - we anticipate being allowed to remain open in a complete shutdown scenario with many staff only a few minutes walk away.
Given the unknown territory for all of us, we have been asked by a few clients about handling additional calls. Whether you expect to be busier or if it's uncertain, please do communicate this with us and we will do our best to work with you.
The JAM team