1. Call Center Operations Augie Spagnola Department Manager
TPA Forum
Call Center Operations
Augie Spagnola
Department Manager

2. Your resource for day to day questions
The Role of TPAConnect
Your resource for day to day questions
Dedicated staff for TPAs
Client concerns
TRS processing
Web site resources
Functionality
Navigation
Information
Your hotline to Transamerica!

3. The Role of SponsorConnect
Your client’s resource for day to day questions
Dedicated staff for the plan sponsor
Web Support
Scheduling enrollment workshops
Service Agreement Review
Plan Investment Review

4. The Role of Employee Solutions Desk
A resource to help participants manage their retirement account
Dedicated staff for the participant
Support regarding online transactions
Order duplicate statements
Adjust allocations and deferral amounts
Distribution options
Change online/phone password

5. Areas of Expertise and Training
MAGIC (Make A Great Impression on the Customer)
Product and Pricing
Service Agreements / Service Features
Recordkeeping Procedures
Enrollment and Participant Education Tools
Marketing Materials

6. Quality Assurance Call Monitoring
Monitor 3 calls a month per Specialist
Goal is to achieve a quality score of 90%
Ticket to Call Ratio
Ticket Documentation
Open tickets are viewed daily
All pertinent information is included and update timely
Proactive Campaign

7. 2004 Statistics
The Plan Sponsor Desk received 72,355 phone calls and 11,835 s and faxes
10,320 CMS tickets created and closed on the 1st call.
Achieved an average quality score of 85%
Average speed of answer: 34 seconds
Average duration of call: 3:19
Statistics include the TPA and SponsorConnect line.

8. CMS as a tool for competitive advantage
Partner Series

9. Client Management System (CMS)
Dedicated System for Client Management
Access to All TRS Contracts and Recordkeeping Data
Ticket Tracking, Action Items and Progress Log
Work Flow Coordination and Documentation
Client Communication History
Centralized Knowledge Base
Data Collection to Track Recordkeeping Trends and Identify Future Processing/System Enhancements
A System Where the Left Hand Really Does Talk to the Right Hand

10. TPAConnect & SponsorConnect
General Information
Phone:
(877) TPA
(866) Sponsor
Fax: (213)
Hours of operation: 6am to 5pm Pacific Time
TA-Retirement.com

11. Employee Solutions Desk
General Information
Phone: (800)
Fax: (319)
Hours of operation: 5am to 5pm Pacific Time

12. Call Center Operations
Q & A