Onshore

ICMA-RC

Industry:Retirement Administration

ICMA-RC:

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.

THE PROBLEM:

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.

Testimonial:

“Working with Our Onshore partners over the past 4 years has been a great experience. They have done an excellent job of providing the resources needed to support our contact center and have been extremely flexible and supportive even in areas that require last minute changes. They take ownership and are quick to follow up on any issues that arise. We are extremely thankful for the ongoing partnership with our Onshore team”
Fred Gatty Sr. Manager, Participant Service

THE RESULTS:

95

%

Speed to Answer

3

%

Abandon Rate

For retirement services, contact www.icmarc.org