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TRS Recognized for Customer Service Excellence

The Teachers Retirement System of Georgia (TRS) is the proud recipient of the Call Center Team Award for Customer Service Excellence presented by the International Customer Service Association (ICSA). TRS joined ICSA, an organization dedicated to promoting the development and awareness of the customer service profession, in an effort to share knowledge and best practices, as well as network with other customer service professionals in various industries.

The ICSA board used the following criteria to award and recognize those who excel in the customer service arena:

• Companies that demonstrate the greatest positive impact on customer service
  
• The magnitude to which goals have been met or exceeded
  
• The ability to be an inspiration to others in the same or similar industry (such as another call center operation).

Having just celebrated its first anniversary in August, the TRS Call Center was honored to receive the award.  To win this award, the TRS Call Center competed against such well-regarded companies as Georgia Pacific, SunTrust, Hartsfield-Jackson and Verizon Wireless. “This is a tremendous accomplishment for TRS and we couldn’t have asked for a better anniversary present,” exclaimed Jeffrey L. Ezell, Executive Director.

The TRS Call Center employs twelve customer service representatives (CSRs) who provide world-class service to over 230,000 active members and over 60,000 retired members, as well as 120 internal TRS staff members. Not only has the creation of the Call Center helped to streamline processes that better serve our members, the CSR’s handle about 3,000 calls per week, of which 95% are handled without ever having to be transferred elsewhere in the agency.

Mr. Ezell explains, “Our main objective in the Call Center is to increase the level of customer service we provide our members and retirees and we do so by answering most questions and fulfilling most requests immediately.“

Although TRS is extremely proud to have won this award, the level of service provided to our customers won’t rest. TRS continues to strive to be the provider of the best customer service available—constantly looking for ways to improve service to our customers and to streamline processes that make doing business with TRS as easy as possible.