#United States #Ascensus #Dresher #CalSavvy #Government Savings

Ascensus Sets New Standards for Customer Service in 2025

In an impressive display of operational excellence, Ascensus, recognized as a leading technology and service platform in America, has successfully navigated the peak season of 2025. With a focus on government savings, the company adeptly managed a significant increase in call volume, serving over 8 million accounts. This achievement resulted from a combination of dedicated U.S.-based service teams and smart technological investments that together created an effective and agile service model.

Rising to the Challenge

During the peak season, the volume of incoming calls surged by 15%. Yet, Ascensus' commitment to participant-centered service shone through, maintaining robust performance and quick resolutions. Peg Creonte, President of Government Savings at Ascensus, highlighted the immense effort by her team. “At the height of our busy season, the strength of our service organization truly shows,” she stated, underlining how the team managed to prioritize the needs of state partners and savers during critical times. This year’s performance exemplifies how effective planning and implementation can lead to exceptional results even under pressure.

Technological Innovations Enhance Service Delivery

Ascensus' decision to integrate advanced technology into its service architecture played a pivotal role in its success. In December alone, enhancements in the interactive voice response (IVR) system facilitated the resolution of 10,000 calls without requiring live representatives. This significantly reduced wait times and ensured that participants could access the answers they needed with greater efficiency.

Additionally, the deployment of CalSavers’ chatbot, CalSavvy, enabled further self-service options for participants. This intuitive support tool answered common queries on-demand, streamlining the overall service experience. Moreover, the introduction of AI capabilities improved both handle times and facilitated efficient post-call workflows, allowing service representatives to devote more energy to direct assistance rather than administrative tasks.

Smart Workforce Planning for Enhanced Efficiency

To tackle the spike in service demand, Ascensus adopted strategic workforce planning. It was crucial to have service representatives trained across various participant service groups, which offered flexibility and comprehensive support during high-volume periods. By absorbing inbound emails with field teams, the company ensured that each participant's inquiry was managed through the most effective channels, allowing call agents to concentrate on the increased call workloads.

Commitment to Quality Amid High Volume

Despite the significant growth and demand, Ascensus delivered strong service levels across its call centers. The commitment to high-quality service was evident as all service metrics were met, reinforcing the organization's ability to scale efficiently without compromising service quality.

To further bolster its capacity, Ascensus onboarded over 230 new associates, ensuring a sustained performance that could hold up even during peak challenges. This readiness to expand resources was a testament to the company’s proactive approach to workforce management and customer service excellence.

About Ascensus

Ascensus stands as a powerfully independent technology and service platform that facilitates savings plans for millions across the United States. With over $932 billion in assets under administration and a dedicated workforce of more than 5,000 associates, the company is poised to enhance the economic stability of its participants through comprehensive retirement planning solutions. By integrating advanced technology with dedicated expertise, Ascensus continues to reshape the future of savings and financial empowerment.

For more information about Ascensus, please visit their official website at ascensus.com.