Benefits Call Center

For an employee with a question or problem, the skill and training of a customer service representative (CSR) can mean the difference between frustration and satisfaction. For you, the quality of your outsourced call center operations can determine whether your staff has the time to focus on strategic issues — and whether workers in your organization view HR in a positive light.

At Towers Watson, providing high-quality, timely, accurate customer service in our benefits call center is highest priority, and we continuously push to make our results the highest in the industry. Our outcomes speak volumes, and that’s why many employers have chosen Towers Watson to be their call center provider.

The above shows average 2009-2010 data for all clients.

Great technology, knowledgeable CSRs

Towers Watson’s BenefitConnect technology features for call and knowledgebase management, along with our CSRs in-depth knowledge of each organization’s benefit plans, make for a powerful combination.

Our technology, BenefitConnect, provides our CSRs with the information they need to resolve calls quickly.

• Participant communication is done via phone, e-mail and online chat. Since we use the latest VoIP technology, everything is recorded and tracked within the system.
• Participants’ benefit information is easily accessible on a CSR’s desktop.
• Information relative to each client’s benefit plans, business rules and defined processes is easily accessed using our knowledgebase.

And you’ll be able to see what we’re doing — when you want to see it — because you’ll have 100% access to BenefitConnect. We’re committed to full transparency.

As you might expect from Towers Watson, the world’s largest benefit consultancy, our CSRs aren’t typical call center employees. They’re benefit experts in whom we’ve invested significant resources. Through continual individual and small-group training, our CSRs are prepared to handle all situations with accuracy and professionalism. They’ll become integral parts of your benefit team. The result: knowledgeable, efficient CSRs who can resolve workers’ issues — typically on the first call.