An Update on Our New Association Management System

[eparedes_214]

To all Members, Associates, and Candidates:

Thank you for your patience as we work through several issues related to the recent migration of all member, associate and candidate information to our new Association Management System. The vast majority of user data was successfully migrated to our new system, and most members and candidates should be able to reach their dashboard and interact with (ISC)² as usual, including submitting CPEs, paying AMFs, checking their endorsement status and verifying membership.

For members looking to reinstate their certification(s) or associate status following the implementation of our new AMF policy and fee schedule, please log in to www.isc2.org and fill out the member reinstatement form, and we will contact you as soon as possible to assist. Suspended members can no longer pay AMFs online. We are temporarily waiving the U.S. $600 reinstatement fee until September 30, 2019 for all suspended members.  

For all other issues, your Member Services team is working as quickly as possible to assist members and associates who are experiencing unique issues related to their account. If you are experiencing any issues, please tell us by completing the Contact Us form. We will address your inquiry as soon as possible.

We greatly appreciate your patience as we are experiencing higher than normal call volume, and we are adding new staff to help. We are 100% committed to resolving any issue you have and ensuring we meet the expectations of all our members and associates.

[AppDefects]

Help the membership understand WHY the form says don't expect a response for 5-10 business days?

[eparedes_214]

The deadline for our AMF transition coincided with the move to our new account management system. The new system was built to support our new AMF model. Consequently, suspended members cannot pay their AMFs online and need to contact Member Services via telephone in order for us to generate an invoice and take payment. We are currently experiencing higher-than-normal call volume as we work to assist members who wish to reinstate, as well as work with members and associates to resolve any other issues they may have. We are adding additional staff to help with the call volume, and hope to resolve these delays in response time as soon as possible.

[AppDefects]

Is there an automated ticketing system in place? I'm asking because many members complain about having to leave a message and never getting a call back. They even joke about (ISC)2 adding more "answering machines" to deal with the "call-volume".

There needs to be a friendly voice answering every time someone calls! That is how a "call-center" works. Are there any plans to outsource to meet demand? That is needed to improve customer service. From what I've heard in this Community (ISC)2 would not be winning a "JD Powers" award this year, but you can change that!

[eparedes_214]

We understand your frustration, and are working quickly to increase bandwidth for customer service issues. We monitor several channels to log and track incoming inquiries. All emails to members services create a ticket in our system, as well as submissions to any online forms. We log and track all incoming calls. We are training additional staff right now to ensure as many members as possible are greeted with a friendly voice when they call. We are committed to resolving our wait times as soon as possible and we do thank everyone for their patience.

[denbesten]

Sounds like the underlying problem is that too many things were changed at once and the number of exceptional cases was underestimated.  Would it simplify things if you were to unsuspend everyone that is less than 90 days delinquent?  That might reduce the phone line burden by enabling some members to pay online.

Longer term, you might consider implementing recurring payments either through Paypal,  Amazon Pay  or by keeping cards on file to reduce everyone's administrative burden.

Also, I would encourage you to rethink the $600 reinstatement penalty.  The dollar amount is high enough to seem purely punitive.  At most, the reinstatement penalty should be capped at 50% of the amount owed.  Even better, if somebody pays late, perhaps a more appropriate penalty would be to require payment both for the overdue year and for a year in advance.

[eparedes_214]

@denbesten We've noted your suggestions and comments and greatly appreciate the feedback you're providing.