Contact Center: Member Support Update – January 12
Contact Center response times have been a pain point for our members and we’d like to update everyone on our progress in restoring standard service levels.
Changes to Phone & Chat System
We’ve made changes to our new phone and chat system based on member feedback to improve navigation and call volume estimations.
Phone & Web Chat Response Times
We’re pleased to report that call wait times have decreased after an unexpected spike during the holidays. We are still working to get response times back to normal and have additional Contact Center staff beginning training on January 16.
Contact Center Hours for MLK Day
To provide additional support, our Contact Center will be open on January 15 from 7:00AM to 8:00PM (Pacific).
Best Times to Reach Us
Although our response times are improving, there are periods of high incoming volume that result in extended waits – typically Mondays or the first weekday after a holiday weekend. If possible, we encourage members to contact us later in the week for faster service.