Update on Increased Call Volume
Cenlar continues to receive unprecedented call volume due to a variety of issues affecting our business. One driver is heavy call volume from members impacted by the recent natural disasters. We are also experiencing a significant increase in calls from members inquiring about the pre-payment of their 2018 taxes, related to the recently passed federal legislation. This heavy call volume, along with longer than normal talk times, are causing extended hold times as we diligently assist your members.
To address this heavy activity, additional staff has been added within our Call Centers. We will also open our call centers tomorrow, December 30, 2017 from 8:30AM – 4:00PM ET. We continue to monitor the call activity and will maintain the increased Call Center resources and hours until the call volumes return to normalized levels.