Beginning October 16, changes to our Client Contact Centre (CCC) will make it easier for members to get in touch with us. We are updating our call centre to a new cloud-based platform to help us direct member calls to the right team more quickly and efficiently.
This new platform (Amazon Connect) will improve our phone system, serve members better and create a more seamless experience for all our callers.
Some of these improved features include:
- New menu prompts to better direct callers
- An on-hold message to let the caller know how long the wait is
- A new call-back feature that provides an option for us to call back instead of waiting on hold
- A new system voice and features including broadcast messaging, emergency close and new message prompts
In addition to these features, we will also eliminate some of our toll free numbers to help consolidate and better route calls. All existing toll-free numbers will remain active and automatically redirect to the correct teams. Any existing content that references these impacted numbers will be updated as needed.
If you have any questions, please contact your Sun Life Group Retirement Services representative.