MEMBER & CLIENT SERVICES

The Member & Client Services team is focused on providing support to our members and clients via telephone and email by responding to their questions and concerns in a timely and relevant manner.

Phone Service Levels Increased to 80%

Increasing service levels was the main goal for Member & Client Services in 2022. A professional call centre mindset was introduced into the department along with an updated Zoom phone system. Daily, monthly, and annual reporting was implemented for the team with priority given to ensuring calls were answered, resulting in a significant reduction of missed calls and voicemails. To ensure that member-clients across Canada have access to the Advocis call centre during business hours, we extended our hours of operation in 2022 to 8:00 a.m. to 8:00 p.m., Eastern Standard/Daylight Time.

Response Time Reduced to 1-2 Business Days

Standards for processing registrations and responses to other requests were reduced to 1 – 2 business days, with an emphasis on 1-day whenever possible. Cross training was introduced in 2022 to ensure depth within the team and the ability to maintain consistent service levels.