As we continue to work towards a more focused approach to supporting and providing the best possible service to our members, we are pleased to report that phase one of the June merge of the Client Services and Registration department—now known as Membership Services, has been successfully completed—with the full transition to be completed by year end.
What this means is that, as of the end of July, we have a combined team of ten membership services representatives working together to facilitate better response times when processing registration applications, responding to emails and assisting our members over the telephone—a team that generally serves to complement and enhance our existing efforts.
Our newly trained Membership Services representatives are a welcome addition during the busy summer season and call volumes continue to be effectively managed and well within our optimum service level. This is quite a feat given that the Membership Services department handles an average of 800 incoming calls and 400 outbound calls weekly, responds to an average of 250-300 emails per week and processes over 1,800 registration applications a week. Also, with the addition of the Order Desk, the Membership Services team processes an average of 200 transactions weekly.
The CKC strives for continuous improvement in all aspects of our service levels. The creation of the new, centralized Membership Services team ultimately serves to provide improved customer service that is more accessible, convenient and an overall enjoyable experience for you, our members, in dealing with your Club.
Should you wish to comment on our progress please feel free to contact Mrs. Leila Bahorie, Senior Manager, Membership Services at firstname.lastname@example.org.