I know we have said this before, but we must say it again, as people are getting a little anxious and annoyed we are not getting back to them immediately. Firstly the Fightback office is manned as and when, and Chloe and I are trying desperately to get in as often as we can, and answer the phones, voicemail etc, it is proving impossible with the sheer demand for help with forms and tribunals and assessment assistance inceasing. We have 2 receptionists who come in as volunteers when they can and answer the phones, however they are not qualified to give advice and can only take a message. Unfortunately these messages are being put on my desk with all the other work we have to get done quickly and it has led to a backlog in the returning of calls. I can only apologize for this, but we are working round the clock all week to try and clear this and get on top before the end of the year. Clocking up a total of 170 working hours between 3 of us this week alone just trying to get back to everyone. Our reach hit over 102,000 this week, and we have had 96 missed calls in the last 48 hours alone and 47 voicemails to catch up on today, meaning that as fast as we are trying to answer these initial voicemail and reply than the phone is ringing again, in fact all 3 have been ringing all day today whilst I have been on my own in their so you see our dilemma? Please therefore bear with us, it is the busiest time of the year for everyone, plus next week the office is shut from Wed-Mon and we are trying to get on top to prepare for this, please help yourself first and look on the notes and forum before calling as much of the info we are giving over the phone is already on notes in detail, if you cannot read them then message here and someone will happily paste them for you or email them to save time. That said the messages, and emails are answered differently as our Fightback online admins are also helping with these and have experience in dealing with enquiries and flagging any immediately pressing ones for us to prioritize. Thanks everyone for your patience, please do not moan at us as we are doing our very very best with the time we have each day. Thanks Michelle and team.
Posted on: Fri, 19 Dec 2014 17:23:22 +0000
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