Our Customer Service Specialists and Representatives receive extensive training which lasts from six to eight weeks and includes a mentoring relationship with one of our Senior Customer Service Specialists. In addition to receiving classroom training with our Quality Monitoring Specialist and our Customer Service Trainer, new associates to the department also gain valuable hands on experience by taking calls with assistance from their Mentor. Mentors work closely with new Specialists to help them learn all the ins and outs of the Customer Service Call Center at PHP.

 

 

 

We think our members are the best, and that’s why our members continuously rate us among the best in the nation in Customer Service. However, we do like to know if our service does not meet our member’s expectations for any reason.

If you ever feel you did not receive the quality and compassionate service you deserve from our staff, we want to hear from you. We also want to hear from you if you received superior service! Our Call Center supervisors are ready and willing to talk to you in either of these cases. We value the opportunity to coach our Specialists and Representatives to improve service, and also value the opportunity to tell one of them they have done a great job! While we coach when necessary, we also reward excellent service when a member gives us positive feedback about one of our representatives.

Our Customer Service Specialists are held to very high performance standards. These are the goals our Call Center strives to meet:

Average speed of answer of 30 seconds or less;

Resolving 98% or more inquiries the first time you call;

Maintaining an abandonment rate (percentage of callers that disconnect before reaching a Specialist) lower than 5%

that your call will be answered quickly;

that you will be speaking with an experienced professional;

that you will receive the right answer on the first call.

 

 

Quality is important to us. Our Customer Service Specialists are monitored on a daily basis to ensure they are providing Quality Service. The Customer Service Call Quality goal is 95% accuracy. A few of the categories that our Customer Service Specialists are rated on include Courtesy, Accuracy, Completeness and Efficiency.