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Frequently Asked Questions

Welcome to our frequently asked questions page.

Find answers and information to help you learn more about how FCT is changing the way you connect with us.

  • How is FCT changing the way we interact with customers?

    FCT is introducing Genesys Cloud, a new telephony system that will simplify and personalize how our customers connect with us.

  • How will the customer experience differ with the new system?

    Customers will now experience a simpler and more personalized process through two main areas:

    1. Customers will now be able to enter their 11-digit FCT Reference Number, also known as a deal number, instantly providing the FCT agent with all required information.
    2. An enhanced and simple menu to allow for ease of navigation.
  • What is the FCT Reference Number?

    The FCT Reference number, also known as your deal number, is a unique 11-digit number located on your FCT documentation.

  • What if I don’t have my FCT Reference number?

    Even without your FCT Reference number, the Genesys Cloud has an enhanced and simplified menu that will help direct you to the appropriate agent. Alternatively, you can contact your FCT Customer Support Specialist for assistance.

  • Where can I find my FCT Reference number?

    You can access your 11-digital FCT Reference number, also known as your deal number in two ways:

    1. Located on your FCT documentation
    2. By contacting your FCT Customer Support Specialist.
  • When will FCT launch its new way of connecting with customers?

    The launch will roll out in phases across Canada commencing October 2020 through December 2020.

    Customers will experience the new system based on the location of their designated call centre.

    *These Go-Live Dates may vary.

    Launch Phase Call Centre Location Go-Live Date
    1 London October 26, 2020
    2 Calgary, Vancouver October 26, 2020
    3 Montreal, Moncton & Dartmouth November 2, 2020  
    4 Hamilton November 16, 2020
    5 Oakville December 7, 2020
  • Why is the launch phased over 3 months?

    The roll out is phased to ensure a seamless transition to all of our customers.

  • Will I be still be able to speak to a live representative?

    Yes. When using the simplified menu, depending upon the options chosen, a live agent will be available to assist you if needed.

  • Can the system be accessed 24/7?

    Yes. You will be able to access the new system at any time.

  • Can I leave a voicemail?

    Yes. Callers can leave voicemails and an agent will call them back based on where they are in the queue.

  • Is there a callback feature?

    Yes. Callers can disconnect their current calls if they choose not to wait for an agent and will receive a callback from the next available agent without losing their place in the queue