Q1. Why are human operators being replaced by an automated system?
A1. The new automated system is designed to improve efficiency and reduce waiting times by allowing callers
to reach their desired department or contact directly. It ensures that calls are routed accurately without the
need for multiple transfers, ultimately saving time for customers.
Q2. What if I need to speak with a real person?
A2. While the automated system handles most routing needs, there will still be an option to speak with a live
agent when necessary. The system will provide clear options for requesting human assistance in specific
situations. This option only continues until Sept. 30, 2025.
Q3. Will this new system make it harder for me to get the help I need?
A3. Not at all! The system is designed to streamline communication, making it easier to reach the correct
department without delays. By following the provided menu options, you can quickly direct your call to the
appropriate place without the need for an intermediary.
Q4. How will I know which option to select in the phone menu?
A4. The system features clear, easy-to-follow prompts that guide you step by step. Additionally, we will provide
an online reference guide and a brief tutorial to help users navigate the system smoothly.
Q5. What happens if I press the wrong number by mistake?
A5. If you select the wrong option, you can simply return to the main menu or restart the call. The system is built with user-friendly navigation to help correct mistakes quickly.
Q6. Will the new system be available 24/7?
A6. Yes! Unlike human operators, the automated system is available 24 hours a day, 7 days a week. This means you can reach the information or department you need at any time, even outside normal business hours.
Q7. What if I have an issue that doesn’t fit into any of the automated categories?
A7. The system will include a general inquiry option that will direct you to the appropriate department for unique or complex requests. In cases where additional support is needed, callers will be provided with the best contact method for further assistance. After Sept. 30, 2025, the telephone directory and tree will be the sole option.
Q8. Is this change just about cutting costs?
A8. While cost savings are a factor, the primary goal is to enhance customer service by reducing wait times and eliminating unnecessary transfers. The new system allows customers to connect to the right department faster and provides consistent experience across all calls.
Q9. What about customers who have difficulty using automated systems?
Q9. We recognize that not everyone is comfortable with automated menus. For these customers, we are ensuring that the system remains intuitive and easy to use. Additionally, select departments will still offer human assistance for more complex needs.
Q10. How will the company ensure that the system works well for all callers?
A10. Before full implementation, we are testing the system extensively and adjusting based on feedback. After launch, we will continue to monitor performance and make improvements to ensure the best possible experience for our customers.
Q11. When will this change take effect?
A11. The transition to the automated system will be completed by May 31, 2025. During this time, we will be gradually phasing out the live operator service to allow for a smooth adjustment.
Q12. How can I prepare for this change?
A12. To ensure a smooth transition, we encourage customers to familiarize themselves with the new system ahead of time. We will provide an online guide, call-in previews, and step-by-step instructions before the full implementation date.
Q13. Where can I find additional help or updates about this transition?
A13. For more information about the new system, including frequently asked questions that may not be related to a specific office, please visit
this link. This page will be updated regularly to ensure you have the latest details.