Call Centre navigation
Have you ever wondered why your call is answered by a machine and not by a person when calling our Call Centre on 0860 222 633? This ‘machine’ is called Interactive Voice Response (IVR), and we are using it to answer the moment you call, and to ask you basic questions to direct your call to the appropriate agent.
When you enter your membership number, date of birth and the department you would like to speak to, IVR already prepares your file and finds an available and specialised agent, who will have all your information open on the screen before you even say ‘hello’. Even though you might feel it costs you (air)time to key in all this information, it actually speeds up the process, makes our Call Centre more efficient and reduces operational costs. The Call Centre agent might still ask you security verification questions to ensure confidentiality is maintained.
Some processes can be dealt with entirely by IVR. To get your most recent tax certificate, for example, you only need to answer four questions, which will take you about 40 seconds. IVR can assist you with the following navigation to make sure that the appropriate agent deals with your query efficiently and promptly:
- If you are a Member – press 1
- Enter your Membership number or ID number (if you key in your ID number you can skip the next step)
- Enter your date of birth (we need to know which dependant on this membership the query relates to)
- You can then select:
– Membership or Tax Certificate, web password,
– claims queries or
– clinical queries with the following options: - Authorisation: Specialised radiology, hospital admissions or existing authorisations, or
- Disease management queries: Registration or general information for chronic diseases, oncology, kidney, organ transplant queries. HIV queries will be passed on to our independent HIV management partner – One Health – which offers confidential assistance.
Please bare in mind that only the main member can make enquiries on the membership if he/she has not previously given consent to a nominated person. To give consent, please complete the ‘consent form’ or call the Call Centre on 0860 222 633 to obtain one.