Calling Altrix
If you need to speak with your advisor, we know it can be frustrating if you can’t get straight through. At Altrix we always do our best to make sure that calls are answered as quickly as possible and where we can, by the person that you’re trying to call.
What if I can’t get through to the person I want to speak to?
If you can’t speak to the advisor you wish to speak to, don’t worry. Sometimes advisors are busy with other Altrix members or might not be working at the time you call. When this happens, our system ensures that another team member will be available to pick up your call promptly.
When are the best times to call?
We understand that members can only call us when they are free to do so, but we’ve noticed consistent patterns in when our members tend to call. These patterns often reflect busy times in your schedules. Our peak call times are between 09:00 and 11:00, and again between 14:00 and 16:00, so we always ensure we have plenty of advisors available during these times. However, the quietest times are between 05:00 and 07:30, and after 20:00, where you may find response times much quicker.
The great news is our phone lines are open from 05:00 to 22:00, 7 days a week, 365 days a year.
Are there any alternatives to calling?
Sometimes members need to call us for certain conversations that are best achieved over the phone, but if the lines are particularly busy, you can also reach us via email at: info@altrix.co.uk and WhatsApp on 07428 386200. Many of our members find WhatsApp particularly convenient for sharing their availability for our Shift Secure Scheme, which helps us match our members with shifts as soon as they become available.
Improving the service we offer you
We’re always working to improve our service, especially to ensure members can get through to their advisors quickly. The good news is that most members can get through right away, and our recent customer service results do show improvements, with the latest member satisfaction result, taken after every phone call, scoring the highest possible rating, which is great news for us all!
