Call Policy Overview - Scheduling and Support Guidelines
We value open communication with our clients and strive to make the process smooth and efficient. To better manage our availability and provide the best possible service, we have outlined our policies for scheduling calls, handling urgent matters, and recording conversations. Please review the following guidelines to ensure a clear and transparent process when contacting us.
1. Scheduling Calls in Our Call Policy
- We encourage clients to schedule non-urgent calls in advance through our scheduling system or via email. This ensures availability and minimizes wait times.
- For urgent matters, please request an urgent call meeting. If scheduling an urgent meeting isn’t possible, you may directly call, and we will strive to respond promptly.
2. Availability
• Monday to Thursday:
- Regular Call Hours: 9:00 AM – 6:00 PM (Local Time)
- Calls during these hours are prioritized and usually answered promptly.
- Urgent Call Period: 6:00 PM – 3:00 AM
- Reserved for urgent matters. Non-urgent calls may take longer to receive a response.
- Regular Call Hours: 9:00 AM – 6:00 PM (Local Time)
• Friday:
- Off Hours: 11:00 AM – 2:00 PM
- Calls during these hours may not be answered. After 2:00 PM, calls will be responded to as usual.
- Off Hours: 11:00 AM – 2:00 PM
• Saturday & Sunday:
We are available 24 hours on weekends to accommodate your needs..
• Important:
- If you need to call outside regular hours or over the weekend, please book a meeting time in advance whenever possible.
- Calls without prior booking may not be answered immediately unless flagged as urgent.
3. Call Recording Policy
- All calls will be recorded for security and quality assurance purposes. This ensures we have a clear record of conversations for future reference or to resolve any disputes.
- You will be informed at the start of each call that it is being recorded. By continuing the call, you consent to the recording.
- Recordings are confidential and will only be used internally or in case of a dispute.
4. Urgent Calls: Our Call Policy
- If your matter is urgent, please mention this when requesting the call or directly call during the Urgent Call Period (6:00 PM – 3:00 AM, Monday to Thursday).
- Urgent calls are given priority, and we will do our best to address them immediately.
5. Follow-up and Documentation in Call
For important calls or discussions, we will send a follow-up email summarizing key points, agreements, or action steps to ensure clarity and alignment.
6. Unscheduled Calls
- While we prioritize pre-scheduled calls, we understand that sometimes unexpected issues arise.
- If you call without a prior appointment, we will do our best to answer. However, non-urgent, unscheduled calls may take longer to receive a response.
