Empire State Administrator Beefs up Call Center

July 8, 2009 (PLANSPONSOR.com) - BPAS, a Utica, New York-based administrator and consultant, has upgraded its call center and customer service representative (CSR) teams, the company announced.

A BPAS news release said the firm purchased the NEC Internet Protocol Server 2000 and the Zeacom Unified Contact Center.

The advantages of the new hardware and a reconfigured personnel system include, according to the news announcement:

  • a single incoming call queue among the entire CSR team, across multiple offices and time zones, ensuring “load balancing” of calls with next available routing to ensure timely, responsive service.
  • real time management alerts and reporting, allowing CSR team managers to immediately identify and cure any bottlenecks by adding agents to the CSR team when needed, and allowing macro-level standards to be monitored (e.g., average hold time, call abandonment rate, length of average call, etc).
  • recording and archiving of all CSR team calls, which is instrumental in resolving questions or issues that arise in regards to interactions with participants. Audio files can be retrieved, reviewed, and emailed to clients if needed to resolve any questions.
  • participant callback option. If a hold queue exists, participants can request an immediate callback when the next CSR team member becomes available (both parties are dialed simultaneously).
  • a robust reporting engine so management can manage the performance of individual CSR team members and ensure consistent service standards.

“Our charge at BPAS is to give financial intermediaries the best possible solution to take to the marketplace,” said Paul Neveu, senior vice president of Sales & Marketing for BPAS. “When you can offer the technology of the largest bundled providers but under a refreshing, open architecture framework of investments and plan design, that is a potent combination.”

With five regional offices, BPAS markets its services nationally through partnerships with banks and trust companies, registered investment advisers and broker-dealer firms.

BPAS administers 1,800 defined contribution plans, representing 270,000 eligible employees, 175,000 plan participants and $4 billion in plan assets.