[UCRDBR] Call Experts New RASC Caller Support Team

[Departmental Benefits Representatives]

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May 26, 2022

To:
Department Benefit Representatives
From:
HR Benefits Office on behalf of the UC Office of the President
Re:
Call Experts New RASC Caller Support Team

The UC Retirement Administration Service Center (RASC) is implementing a proactive outreach strategy to support UC members and this is being shared with you in the event you receive questions from employees.

On May 25, 2022 Call Experts, a call answering center and existing UC vendor, began a proactive member outreach to respond to the overload of phone calls coming in to the Retirement Administration Service Center. Here is additional information about Call Experts and what they will do to assist:


*       About Call Experts: Call Experts is a trusted vendor UC has used in the past to handle call volume, most recently at UC Santa Cruz.



*       How will the Call Experts representatives identify themselves? They will identify themselves to our members as calling from Call Experts, in partnership with the UC Retirement Administration Service Center.



*       What will they do? Using specific scripts designed by RASC, the vendor will:

o   Triage calls and direct them to the correct department for resolution

o   Make callbacks to members

o   Proactively contact members to provide status updates on where they are in the retirement process



*       Is UC data protected? Yes. To keep UC data secure, the vendor will not have access to member records or UC systems such as Redwood.

UCOP is focused and taking deliberate steps to improve our Member Contact Strategy.
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