The Housing Fund of the Institute of Security and Social Services for State Workers (fovissste) inaugurated a new service center, with the aim of increasing its response capacity to doubts, queries and clarifications from right holders, accredited persons and the general public.
According to María del Carmen Pérez Muñoz, deputy director of Attention to borrowers and regional management, for the first time in 50 years, the Housing Fund offers a communication channel available 365 days a year.
The hotline will have extended hours to serve the almost 2 million 600,000 beneficiaries of the fovissste, of which just over 900,000 have a mortgage. The space has the capacity to receive more than 45,000 calls per month.
In October 2021, the agency began a series of measures in operation, call management and citizen communication channels to optimize times. In addition, the catalog of typifications was updated in order to obtain statistical data that allows permanent evaluation.
During 2022, the fovissste received 326,040 calls, served 39,672 users of social networks and answered 5,704 emails.
In September, the complaints mailbox also began to operate, through which 237 incidents were responded to.
As reported by the Fund, the main reasons for communication are:
- Account statements.
- Payment slips.
- Registration on the portal.
- Credit applications.
- continuous enrollment.
- Settlement certificate.
“The new quality model in citizen contact has the purpose of offering a service that informs, resolves and establishes processes for monitoring, evaluation, treatment of anomalies and calibration of interactions, under the ISO9001-2015 standard”, detailed the fovissste.
In line with this strategy, the automatic survey was implemented under the NPS (Net Promoter Score) methodology, to find out the degree of satisfaction of people through a survey.
How to contact the service center?
Any beneficiary who requires advice or has concerns regarding the credits of the fovisssteyou can contact the new service center through the free and direct number 800 3684 783 from Monday to Friday from 8:00 a.m. to 9:00 p.m., and Saturdays and Sundays from 9:00 a.m. to 3:00 p.m.
In addition, doubts of users are resolved on the Fund’s social media accounts (Facebook, Twitter and Instagram), and in the online chat available on the official website, during the same opening hours.
The agency stressed that through these citizen contact channels, information is provided on procedures related to mortgage financing and advice is offered on the program focused on options to guarantee the patrimonial and economic stability of families.
To consult more information, the beneficiaries can call 800 368 4783, enter the page gob.mx/fovissste or follow the official social networks Facebook (@fovisssteMX), Twitter (@FOVISSSTEmx), Instagram (@fovissstemx) and Youtube (FOVISSSTE).
