Home Development Mutual Fund/Pag-IBIG Fund(HDMF)

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Date: Feb. 29, 2020, 4:20 a.m.

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Date: 2020-03-03 12:11:41.000000

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Date: 2020-03-13 13:33:47.000000

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The number of online Customer Service agent in HDMF

Published by Home Development Mutual Fund/Pag-IBIG Fund(HDMF) on Feb. 29, 2020.
Requested from HDMF by J. Lacierda at 04:20 AM on Feb. 29, 2020.
Purpose: This is to check if the mission of the 24/7 availability of the agents are true.
Date of Coverage: 01/01/2020 - 02/28/2020
Tracking no: #HDMF-941657115359

J.LACIERDA Feb. 29, 2020, 4:20 a.m.

Hi, I would like to check if how many agents or employee handling the online chat support and email of your agency which includes their schedule. Reason i asked this is because it is indicated in your website that you are available 24/7 but no one is available to answer inquiry. 1. I used the Chat Support and send inquiry around 8PM but it says agent are currently engage. wait for 4 hours and still agent are enage. 2. I sent the inquiry via email but almost a month and no response 3. I sent inquiry via facebook messenger but almost a week and no response. Hoping for the positive response

F.OFFICER March 3, 2020, 12:11 p.m.

Mar 03, 2020 Dear Junard Lacierda, Thank you for your request dated Feb 29, 2020 04:20:52 AM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch, for The number of online Customer Service agent in HDMF. We received your request on Feb 29, 2020 04:20:52 AM and will respond on or before Mar 21, 2020, in accordance with the Executive Order's implementing rules and regulations. Should you have any questions regarding your request, kindly contact me using the reply function on the eFOI portal at https://www.foi.gov.ph/requests/aglzfmVmb2ktcGhyHgsSB0NvbnRlbnQiEUhETUYtOTQxNjU3MTE1MzU5DA, for request with ticket number #HDMF-941657115359. Thank you. Respectfully, FOI Receiving Officer FOI Officer

A.COSICO March 13, 2020, 1:33 p.m.

13 March 2020 Mr. Junard L. Lacierda Cogon-Cruz, Danao City, Cebu [email protected] Dear Mr. Lacierda, Greetings! This refers to your eFOI request for information on the number of agents handling Pag-IBIG Fund’s online chat support. As per our Members Relations Department, Pag-IBIG Fund has 250 agents sitting daily in the contact center. The number of agents assigned to chat support vary, depending on the volume coming in from chat and other channels (calls and emails). Furthermore, we want to thank you for giving us your feedback on our contact center’s service and performance. Please check your private email regarding this since it involves disclosure of personal information. Thank you. ATTY. MARCIAL C. PIMENTEL, JR. Head, Compliance Office and Vice President, Legal and General Counsel Group FOI Decision Maker

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