Finally, you get to a real person. The first thing they do is ask you for your maternal grandmother's shoe size despite your having already answered that question.
STOP! If you are the caller, what are you thinking right now about your company? Somehow, I'm going to guess that at least one of the words is a variation of one of George Carlin's seven words you can never say on television.
That's not good for your company. When you get off the phone, you are probably going to go vent to a friend who works in your office. So, now as the result of the money-saving benefits center, two employees (at least) are unhappy and wasting time. And, you probably still didn't get your question answered properly.
The people who set up and staff these centers need to understand that they are serving clients. In this case, the clients are their own employees. Think about it, if you treated your clients that way, wouldn't you be losing most of them? Of course, you would.
You don't have to hire high-priced people to staff these centers. But, you do need to hire customer service oriented people to staff them. The people who work there should be:
- Helpful by nature
- Willing to go the extra mile
Notice that I didn't say smart. Notice that I didn't say that they need a particular level of education.
Companies measure the savings from benefits centers all wrong. They measure them in a micro world. But, business isn't a micro world. It's time to smell the coffee and smile, rather than causing your employees to use those 7 words.