The Covid-19 pandemic has provided a range of challenges for many businesses, and there are countless stories from across British industry detailing how firms have responded, often making wholesale changes to working practices in order to continue delivering their services in a safe manner.
Journeycall, part of the ESP Group, is an award-winning multi-channel contact centre which provides best-in-class customer service expertise. After its workforce was classified under the essential workers category at the height of the Covid-19 pandemic, ESP Group CEO Theresa Slevin has paid tribute to those within the business for going above and beyond in delivering crucial services for UK train operators, safely.
“We first received a letter from the London Mayoral Office on March 25, 2020, confirming that we have been identified as key workers, among those who will ‘keep the air, water, road and rail passenger and freight transport modes operating during the Covid-19 response including those in supply chains’,” Slevin said.
“We are incredibly proud of our team and are grateful to the employees who agreed to keep working to deliver our vital service to train operators all over the UK, whether in a new set up from home, or in our safe working environment on site.”
While Journeycall’s senior leadership made the continued provision of services a top priority throughout the pandemic, Slevin emphasised that the hard work of everyone involved in ensuring that personnel could continue to carry out their duties in a safe manner, should be commended.
“The health and safety of our staff and our customers has been and always will be our top priority. We have worked around the clock to ensure that as many of our employees can work from home as possible and have prioritised all high-risk personnel as part of this process," she explained.
While the government's work from home order remained active earlier in the pandemic, Journeycall kept its base in Arbroath open, but operated with a reduced workforce on site to ensure continued compliance with social distancing guidelines.
Slevin outlined: “We operated on site with a substantially reduced daily headcount as a result of the successful roll out of home working.
“Even now, we continue to work in a safe environment, and with the commitment and co-operation of our team, we are practicing all government guidance in relation to social distancing, as well as insisting on heighted hygiene.”
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