Welcome to the latest episode of Brokers Corner! This month, we're diving into some exciting changes designed to make getting the help you need simpler and faster. We've got Liz Thompson, Manager of the Member Engagement Centre, and Daniel Ryall, Manager of Service Delivery, here to walk us through the new Member Engagement Centre and how it's set to improve your experience.
Meet the New Team
First off, let's talk about the new roles. Liz Thompson, formerly the manager of the member relations team, is now the Manager of the Member Engagement Centre. Her focus is on creating a smooth experience for all members, making sure the Engagement Centre is the go-to spot for any questions. Daniel Ryall, who was the MLS manager, is now the Manager of Service Delivery for the Engagement Centre. He's handling the internal side of things – designing how services are delivered – while Liz's team is on the front lines, actually providing that support to members. Think of it as Daniel designing the engine, and Liz driving the car.
From Silos to a Unified Centre
For a while now, the idea of "Service Reimagined" has been a big topic. A major part of that is moving away from a fragmented system to a single, unified Member Engagement Centre. Before, there were three separate departments: Member Relations (or Member Services, for those who remember that), the MLS department, and the Computer Support department. If you needed help, you had to guess which department to contact. The old phone system had confusing menu options, and it often felt disjointed. You might have been bounced around quite a bit.
Now, it's much simpler. There's just one phone number to call. You state your need, and the system connects you to the right specialist. This new approach aims to eliminate that feeling of being lost or making you feel like you asked the wrong question. The goal is to streamline the process so you get the right help without the runaround.
How to Connect Effectively
So, how can you make the most of this new system? The key is to be clear and direct when you call in. The system uses natural language understanding, and it's gotten really good at picking up what you need.
Key Takeaways:
- Be direct: Clearly state your question or the help you need. Don't just press zero or say "speak to an agent" if you can help it.
- The AI is smart: It can understand accents and differentiate speakers. It's designed to route you correctly based on what you say.
- Avoid the "zero" trap: Pressing zero or asking to speak to an agent bypasses the system's ability to route you efficiently. This can lead to extra steps and potential transfers.
Daniel shared some stats: when the system went live, it had a 78% success rate in routing calls correctly. Now, after uploading hundreds of new questions and phrases, it's at a 93% success rate. While about 10% of calls still involve people trying to bypass the system, the goal is to get you to the right person faster.
Why the Change? Scalability and Future-Proofing
The shift to a unified centre isn't just about convenience; it's about scalability and being ready for the future. Previously, the contact list had around 30 phone numbers and 45 email addresses. This information was hard to manage and often relied on one person's knowledge. Now, all of that is digitalized. The new routing system is constantly learning, making the whole process more scalable and adaptable to new tools and functions down the line.
What's Next?
Looking ahead, there are a couple of exciting developments:
- Appointment System: If you have a complex technical question that requires more in-depth troubleshooting or a subject matter expert, you might be asked to set up an appointment. This ensures you get dedicated time with the right person to resolve the issue thoroughly.
- SMS Communication: Coming mid to late summer, you'll be able to communicate via SMS. This means you can send a quick text message for support, even while you're with a client, and get help right away.
These changes are all about making your experience smoother and ensuring you get the support you need, when you need it. Thanks for tuning in to Brokers Corner!
