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The country's largest service providers to 401(k) plans are increasing call center staff in some cases, and in others directing employees to work remotely in response to unprecedented economic uncertainty amid the coronavirus pandemic, according to recent emails and conversations with industry leaders.
Edelman Financial Engines
"We have increased the number of advisors available through our call center in Phoenix," said Kelly O'Donnell, executive vice president and head of workplace at Edelman Financial Engines.
"To ensure no disruptions in client servicing, we've been preparing advisors and other employees to work remotely and are shifting the majority of our call center advisors working from home with no interruption in client services," she added.
Call center volume has been as high as eight times the typical day.
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Nick Thornton
Nick Thornton is a financial writer covering retirement and health care issues for BenefitsPRO and ALM Media. He greatly enjoys learning from the vast minds in the legal, academic, advisory and money management communities when covering the retirement space. He's also written on international marketing trends, financial institution risk management, defense and energy issues, the restaurant industry in New York City, surfing, cigars, rum, travel, and fishing. When not writing, he's pushing into some land or water.
