Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards.

We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make.

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in.

Published on 25 July 2025

Beyond the Benchmark

When The Forum first started 25-years ago, in March 2000, the industry standard service level was often discussed with many organisations using 80% of calls in 20 seconds. 25-years later we unfortunately, still hear and see 80%/20-seconds being quoted as “industry standard”. However, our latest research confirms what many of us have been thinking. The 80/20 is still the most common but we can see that it is now only used by a small percentage of our members. People are now finding the right service level to balance the needs of their customers and their organisations. Many organisations aren’t using a service level measure. They instead focus on ASA, (average speed of answer), or PCR (Percentage of Calls Answered).