Medibank Memo NNBC Customer Contact Details John Carroll 24/07/2009

Currently 70% of non contactable joins only have 1 contact detail - and we can change this with such ease....

To increase the effectiveness of customer contact strategy we now require 2 numbers and an email address.
Name: 


A red asterisk (*) indicates required questions.

  1. To increase the contact rate for membership joins agents must adhere to the following process when collecting customer contact information.


    1. Always ask for 2 or more contact numbers. Preferably mobile, home and or work.
    2. Ask for a spouses contact numbers
    3. Repeat all information to the customer
    4. Always ask for at least 1 email address
    5. Must have a residential address (mail can be sent to PO box)
    6. Name as they appear on the Medicare card


    Remember the better the quality of the contact information the better the quality and retention of the join.

    Failure to adhere to this procedure may result in further disciplinary action.


    Regards,

    John Carroll
    Project Trainer



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