The Government Service Insurance System launched in Bacolod City yesterday a centralized call center that is available 24/7 to answer member inquiries.

Jean Rusela Bengo, GSIS vice president for applications management, said the agency outsourced a contact center so that they can provide more services to members in terms of general information, pensioners' update, claims, and loan application statuses.

Bengo said they have about 60 to 70 agents receiving calls from members around the country who were trained at the GSIS to answer common inquiries that members ask.

Salvacion Mate, vice president for Visayas area operations group, said that giving the contact center will mean more members can access GSIS services anytime.

Mate said members do not have to go to GSIS offices for simple inquiries on loan requirements, application procedures, office addresses and phone numbers, follow-applications, and other general inquiries can be answered through the contact center.

GSIS members who subscribe to Globe and PLTD network providers can call its contact center through 1-808-847-4747 for Globe and 1-810-847-4747 for PLDT for free, Bengo said.

For Smart subscribers, an access fee of P8 will be charged for every call regardless of how long the conversation will take, she also said.

They have 45 Globe lines and 120 PLDT lines to accommodate all calls from all over the country, Bengo added.

They outsourced the job to Teleserve Inc. that also handles first call resolution, email-response handling, and Skype appointment from pensioners abroad, which GSIS pays P3 million monthly, Bengo said.

The GSIS contact center has been operational since July last year but they have started the launching in the provinces early this year, she also said.

The launching areas are Bacolod (Visayas), General Santos (Mindanao), Legaspi (Southern Luzon), and Cabanatuan (Northern Luzon), Bengo added.

The 80 to 88 percent of the calls they receive are from Metro Manila, 10 percent from the provinces, and one percent is from abroad pensioners, Bengo said.

Most of the calls they receive are 60 percent first call resolution and 40 percent are follow ups on other transactions, she added. *LTG

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