Citizen Services


GSIS Call Center Client Testimonials



Interview with VP Jicky Andres

Question:

Being the current owner of the management of the GSIS Contact Center project, please describe how you think PTI was able to help realize the objectives of GSIS in coming up with a contact center?

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All of you have been very helpful in realizing the objectives of the GSIS contact center.  In terms of foot traffic at the GSIS offices if these have lessened from the time the contact center went in operations, I do no thave sufficient data to support  that right now.  The benefit is that now, there is someone on the other end of the line who will definitely answer the calls.  Part of the feedback of the people is that when they call our number, the phone just keeps ringing and ringing and wala naman sumasagot.   Now, there is also someone who, at the very least, take note of their concerns and foward to the unit concerned.  That it is actually answered by the unit concerned is another issue

Most recent benefit is the call out function of the Contact Center.  Our operations in general is now being relieved of that function to call members; that they can now check on their accounts as their proceeds have already been credited to them.  Malaking bagay ito

Another is that now we are able to measure and see how many overdue transactions need our immediate attention.  To me, it is a step in the right direction.  Whatever other additional benefits we can identify are just derivatives of the two main benefits I mentioned earlier.

Question:

What is your comment on the processes implemented by PTI for the GSIS Contact Center?

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With regard to escalation, kailangan lang talaga ng point person with regard to that specific output/responsibility.  While Gerry has been very prompt in forwarding all of his escalations, it is another issue whether those escalations are actually resolved on our end.

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Interview with Mgr. Rachel Edjan

Question:

How would you rate your satisfaction on the impact of the Contact Center on the daily operations of the GSIS head office?

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Marami pa din calls na nare-receive ang office regarding clarifications on members' and pensioners' inquiries.  Although I do not have an idea if these calls were attended to by the contact center prior to touching base with us.  All I know is there are still a lot.  This can also be attributed to the fact that the contact center has not yet been publicly announced or launched.  This may change when everyone is made aware that they can now simply call the hotline instead of calling our trunkline or visiting our offices.

Question:

What is your comment on the processes implemented by PTI for the GSIS Contact Center?

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SAS - The SAS will be a great help to us if it will be launched soon.  Right now, we are requesting for four agents to take care of the anticipated volume from SAS.

To maintain the swift flow of processes, we need to keep our communication lines open and updated all the time.  The monthly alignment meeting we have is very helpful as it is a venue for us to update you with changes in GSIS.

Malaking tulong sa amin yung call out, lalo na sa e-crediting namin.  Malaking tulong talaga.

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Interview with Ms. Clarisa Geronimo

Question:

Would you have any person in mind whom you'd like to mention that helped in realizing the objectives of GSIS in coming up with a Contact Center?

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Gerry has been very helpful, especially to me because he handles most of the data that I need.  At times I think, I can lose everyone but please not Gerry (laughs).

Jhaz is very easy to talk to; she can get things done quickly, she also has a very good grasp of our policies and other services.  Most of the time, the people here at our area would joke about her being highly qualified to work as a frontliner for the GSIS head office.  She is good.

I have never encountered anyone who has called the contact center and came back to me with complaints.  Most of the time, we would receive feedback about how members and pensioners were treated at certain GSIS branches and the feedback are mostly negative; I have never had any such feedback about the contact center.

Question:

We understand there was an in-house contact center prior to the implementation of the outsourced contact center.  In your recollection, would there have been any process or system that was being used by the old contact center that was adapted and carried over to the new contact center?

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Parang wala.  I remember they would only look at the TMS.  We did not have an escalation module, it was PTI who developed that.  I have not seen any report on number of calls that they receive; I have not seen any report on the number of emails.  Minsan may mga calls na hindi din masagot by the old contact center.

Mas na-train kayo than them (meaning the old contact center).  Mas better equipped kayo; I could not remember any system that was in place.  Walang monitoring and call back, walang ganun.

Question:

Would you have any comments on the systems and tools that PTI built from the ground up exclusively for the use of the GSIS contact center?

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I need to put more understanding of the systems because we only recently took over the contact center project.  But I know it's there and I am very satisfied that it is in existence.  I am grateful for the creation of these systems because it makes our lives-- yours and ours-- so much easier.

For the SAS -- I really cannot understand how the Pension Global team cannot schedule appointments themselves.  I would often receive emails from pensioners abroad telling us that they have emailed way before their birthdates -- sometimes for as early as two months before their birthdates -- and they would not receive any reply or confirmation of their appointments.  I cannot understand how they are unable to schedule these pensioners.  It is sad to think that other entities, like PTI, could find a solution to this concern and we can't.  It's not that I am not in favor of the SAS being endorsed to PTI; I am reserving my judgment until I see the impact of the SAS.  I am pretty sure that GSIS can develop a system for this, only we do not have the time and people who can focus on the task.  And that is why you came in, you can provide something na hindi pa namin maisip ngayon.  And in that area, feeling ko ang laking tulong nun.

Question:

Please describe how satisfied you are with how the contact center is being implemented and handled so far.

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I'm satisfied, very satisfied with the way the contact center is handling the calls of GSIS.  I know there are a lot of areas for improvement and not everything is your responsibility.  We are equally responsible for your proper training and most importantly, our speed in facilitating the claims and transactions of your callers.  I know how hard it is to answer the call of someone who's mad and irate when you know that you are not directly responsible for the person's reason for getting mad.

I am glad that all of you are very easy to talk to, your agents, your team leaders, Vee, Gerry, Kenn and Bryan.  I have only started interfacing with them and already I have a feeling na hindi kami magkakaproblema.

I even made mention to GBAC if it is possible, although I know it's not possible, to retain PTI -- you are there already, I am pretty happy with the way things are, and I wish it does not have to change anymore.

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Commendation of VP Ella Valencerina

Thank you so much for your efficient handling of reports on Call Center activities which lead us to strategize to address concerns in order to better serve our members and pensioners and the public.

Please give my thanks and appreciation to Ms. Vee and her Team for a job well done!

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