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Philippine Agency Launches 24/7 Contact Centre
Source: http://www.futuregov.asia/articles/2013/apr/29/philippine-agency-launches-247-contact-centre/
Source Date: Monday, April 29, 2013
Focus: E-Participation, Information Access (and sharing)
Country: Philippines
Created: Apr 29, 2013

The Government Service Insurance System (GSIS) launched a 24/7 contact centre in Bacolod city as part of its efforts to bring its services closer to its members in the Visayas, the Philippines’ third largest island next to Luzon and Mindanao.

Bacolod city is located in the Western Visayas Region with a population of 511,820.

The 24/7 contact centre has 50 seats and about 60 agents tasked to address queries of members and pensioners regarding the status of their loans.

“Agents are trained to access the agency’s Transactions Monitoring System so they can provide quick resolution for basic questions. If ever agents find the queries too difficult to handle, these concerns are escalated to GSIS officers for intervention so that members need not go out of their houses and go to the GSIS office,” Salvacion Mate, Vice President for the Visayas Operations Group said in an official statement.

Meanwhile, Jean Rusela Bengo, Vice President for Applications Management said that the contact centre can also monitor the turn-around time of claims and loans to make sure they are processed on time.

With the new contact centre in place,officials hope it will improve their members’ experience of interacting with GSIS by offering a simple and clear point of access for information.
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