Call center services for online benefit enrollment

When you pair benefits administration with our full-service call center, your employees can call, email, or live chat our support team for 1:1 human assistance. They can also reset their password or retrieve their FSA balance via voice response or text. All calls are recorded, and a narrative of calls, emails, and chats are stored in the caller's online account. These call records are then available for download through our reporting module. This report will pull call records by topic or within a date range allowing us to provide meaningful information, including trend reporting for participant inquiries.

Customer Care Professionals

Experienced customer
care professionals

Our team members are never measured solely on the number of calls they answer. We assess a variety of metrics such as average seconds to answer and first call resolution, in addition to other factors such as employee participation satisfaction survey results. This allows customer care representatives to remain with a participant on the phone while solving an issue — leading to a better customer experience for your employees.

  • All of our Customer Care Representatives have extensive customer service backgrounds
  • They know the importance of the caring, human touch necessary for excellent customer care
  • Our representatives focus on ensuring your employees receive a prompt and accurate response to their questions — regardless of how long it might take to answer

Dedicated support

Benefits trained

  • The Customer Care Center is available via phone, email, and live chat during our business hours of 7:30 a.m. to 6:00 p.m. CST
  • We return all calls and emails the same day they are received from 6:00 p.m. to 8:00 p.m. Monday through Friday, and 10:00 a.m. to 6:00 p.m. Saturday and Sunday
  • After-hours voice messages, emails, and instant messages are returned within 2 hours, 7 days per week, all year round
  • We back up our response times with a performance guarantee
  • Quality begins with the selection of a highly capable staff. Your team will have direct access to experienced professionals with vast expertise in employee benefits
  • The customer care team uses this expertise along with your specific benefit materials, such as enrollment guides, to provide your employees with personalized enrollment support and guidance
  • Our entire staff is supported by our legal service for assistance in resolving regulatory or other technical issues

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