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| Implementation of New Provider Contact Center Technology To better serve our customers, National Government Services is implementing a new technology within the Provider Contact Center. This new technology will help reduce the time a caller spends on the phone by gathering the provider authentication elements at the beginning of the call via an automated phone system and transferring the information to the Customer Care Representative (CCR). This will allow the CCR to already have the information available when they receive the call, thus allowing them to address the caller's question more quickly. Implementation of this new technology is scheduled for June 1, 2009. The phone number for the Customer Care Contact Center is 1-866-590-6727. To utilize the Interactive Voice Response (IVR) unit, please call 1-877-299-7900. As a reminder, if you call the Customer Care Contact Center with an issue that should be addressed via the IVR, you will be referred back to the IVR line. Customer Care Representatives cannot address information that is provided via the IVR. |
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