Employee Benefits Contact Center

Extend support and increase efficiency

Get employees the help they need to get the most out of their benefits, while freeing up time for your HR staff.    

Our employee benefits contact center provides access to a team of highly trained Benefitfocus associates available via phone, email and chat to answer employees’ questions and provide consistent, accurate information about their benefits. 

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The Challenge

Even with a great self-service benefits experience, employees often need additional help. But employers pressed for resources may struggle to provide one-on-one support, especially during the hectic annual enrollment season.   

1/3

of American workers don’t understand how their benefits work.1 

>70%

of employees look for additional guidance regarding benefits.1

80%

HR spends at least 80% of their day communicating with employees and answering questions.2 

How Our Solution Is Different

Our employee benefits contact center is built to be there for your people in the moments that matter. 

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  • Seamless extension Highly trained and empowered with smart technology , our team acts as a seamless extension of your organization, ready to serve employees with accuracy and empathy—so it’s as if they’re talking to you.
  • Quality at scale With an entire team dedicated to workforce management, we strategically manage staff capacity and conduct ongoing training to help ensure that, even during the busiest times of year, your employees get the prompt, quality service they deserve.
  • Multichannel support Whether through phone, email, live chat or virtual assistant, your employees can get their questions answered when, where and how it suits their needs.
Employee Benefits Call Center Overview

Employee Benefits Contact Center Overview

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Results

See our employee benefits contact center results and customer feedback on their experience working with us.

  • 100% of client service level agreements met in fall of 2023.3

  • 96% employee satisfaction score in fall of 2023.3

  • 97% first-call resolution in fall of 2023.3

  • The Benefits Contact Center is one of the best investments we’ve made. They truly understand our culture and how we would respond to employees. It feels like we’ve doubled our staff and have taken a huge burden off our team.

    Benefits Analyst, Large Financial Services Company

  • I just want to say that my representative was one of the best customer service experiences I have ever encountered in my lifetime.

    Actual Employee , Survey Response

  • They’re like an extension of our department. They really took the time to understand our culture.

    Benefits Specialist , Large Retirement Home Operator
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What's Included

Our team is here to take work off your plate and provide reliable, high-touch support to your employees  The employee benefits contact center offers:  

Featured Content

Take a test drive

Schedule a consultation with a member of our team and see Benefitplace in action!

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1Voya, “Voya Survey Finds One-Third of American Workers Don’t Understand the Benefits They Selected During Open Enrollment”, 2021, 2Ariglad, “Up to 80% of HR time is spent on staff communication - why this isn't good for the employee experience”, 2022 and 3Aggregated Benefitplace client metrics from fall 2023 annual enrollment period for January 1, 2024 benefit effective dates.