Welcome to my first CARP/Zoomer Call Centre column.

 

I’m Nancy Coghill, a CARP Ambassador. My goal is to offer advice on how best to work with CARP.

 

First, a bit about me: I started working for CARP/ZoomerMedia over six years ago after retiring from a long, happy and successful career in the Employee Benefits field–group insurance and company pension plans. With CARP, I was presented an opportunity to work at outbound calling, and at trade shows, Zoomer shows, the Ashkenaz Festival, etc. It felt like the right fit. Having just retired, I had an interest in the affairs of CARP.

 

After a number of months it was decided to bring the CARP Call Centre in-house and I was asked if I was interested in being part of that first team. And I was. It was an exciting time, being a senior myself, working for a seniors organization and dealing with the senior population. All so relevant to me personally.

 

The Call Centre has evolved over these few years but it has been nice to know that I can continue in my role assisting people. I always looked at my career job that way – that I was of help to clients. And now I continue to be. I am happy (mostly) with the interactions I have with our members. And I have many stories about connecting with someone from my past. It is such a hoot to realize those connections and in some cases pursue them.

 

I love the atmosphere at the ZoomerPlex. It is good to feel a part of such a vibrant organization, mostly thanks to Moses Znaimer himself. What an inspiration! My experience here has kept me connected to the working world. I do not feel isolated or missing out. Thanks for the opportunity!!

 

So here goes: For the best Call Centre experience, please come to the call prepared.

 

1. Please have your Account # (CARP membership #) ready to read to the CARP/Zoomer Ambassador. This is either found on your CARP card or above your name on your Zoomer magazine label. Or if you have set up an online account, then the Account # would also appear when you sign in to your account. This account number takes us directly to your profile and we are sure to have the correct account. You might be surprised at the number of people in our Canada wide database that have the same name but only one will have your account #.

 

2. If you are planning on renewing or purchasing anything, such as a gift subscription, then please have your credit card ready for us. This really saves time so that you are not having to run upstairs or find your wallet or go out to the car to get it. We want to provide the most efficient service possible and not have you and others waiting on the phones.

 

3. If you are calling to renew, then please also have the renewal offer code ready. If you have received a letter or promotion from us, then the code will appear on that form.  Have a close look before calling so we are all ready to process your offer. Maybe circle the code so you can easily find it again.

I have an example of what we would like NOT to happen. (names have been changed to protect the guilty!)

 

Mary called in and did not have her account # nor was she certain what name was on the account. She thought that maybe it was Mary Spruce. I couldn’t find anything under that name. She said, well maybe, it was in her husband’s name – Greg Spruce. Nothing again. Then she said he often uses his middle name – Eric Spruce. And nothing again. I now asked for her address. And found them – under the name Greg E. Spruce. The exact name on the account, as you can see, is very important for searching purposes when you do not have the account#.

 

This random searching is time consuming when there is a queue of other members waiting to get through. So help us to help you.  Please come prepared to the call with complete information.