Excellent customer service is the cornerstone of our commitment to delivering an unparalleled experience to our valued customers. In 2021, we managed over 600,000 member inquiries, achieving our First Call Resolution target of 77 per cent. We also saw utilization of our Member Services website climb to 3.58 million visits.
As we continue to evolve our customer services practices, we now offer live interpreter services to provide an option for service in languages other than English. Offering this service recognizes that we have increasing numbers of customers for whom English is not a first language, and that people live and think in their native language. Interestingly, of the top 10 non-English home languages spoken in Alberta today, Tagolog, Punjabi and Cantonese are the most popular languages. Extending this service provides us with the capability to respond to inquiries to our customers in over 200 languages, including Canadian Indigenous languages.
At the same time, we have reaffirmed our commitment to providing accessibility to our customers with hearing or speech challenges. We welcome the opportunity to connect with our customers who are deaf, hard of hearing or experience difficulty with speech and who use a teletypewriter (TTY) to communicate. We are taking steps to more broadly share awareness of this service. We are also revisiting our capability to respond to members with cognitive disabilities, to ensure we are addressing all facets of delivering accessibility to our plan members.
If you have a constituent looking for accessibility services, please have them reach out our teams for more information.
Read our accessibility and inclusion commitment to our customers
