ICMA-RC is a non-profit financial services corporation managing and administering over 9,000 retirement plans for over one million local and state public sector employees.


ICMA-RC was challenged with high growing attrition rate in Washington, DC area and was struggling to maintain the level of expected services due to ongoing staff shortage. The speed to answer was drastically increasing, as well as the resolution time for participant requests.

The solution

Onshore leverage our solution design approach to onboard a specialized team for ICMA-RC participant services desk. Our team assisted in providing quality customer service to account participants, assisting with account management, access and entitlement issues, loan disbursement and payment information. The Onshore team works seamlessly with the ICMA-RC service desk team to ensure compliance with company business and escalation practices, achieve key performance indicators and exceed quality expectations.

The results

  • ninety five percent
    Speed to Answer
  • three percent
    Abandon Rate

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