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	Plan provides immediate personalized service Pension benefits specialists like Ann are the face of the Ontario Teachers’ Pension Plan to about 400 members who call for help every day. The team of 50 specialists is tasked with providing immediate personalized service to the plan’s 278,000 members. “We treat each member like a millionaire,” said Client Services Director Michael McAllister. “That may sound far-fetched, but many members will collect $1 million or more in pension payments during their retirement years. They deserve gold-plated service.” It’s not only current members who get the million-dollar attention. Every year, the pension plan tracks down inactive members who left small amounts of money in the pension plan when they left teaching, sometimes decades ago. “Typically they made contributions, stopped teaching and then moved without filing a change of address,” said Rosemarie McClean, Senior Vice-President, Member Services. “Pension plans are not required by law to find these people, but we do.” Going beyond the call of duty is one of the reasons the pension plan has been shortlisted in two categories in the annual Contact Centre World Awards. The winner will be announced in June. Michael McAllister credits staff for the plan’s success. “Our people are highly motivated, caring individuals who really enjoy helping members make major decisions about their retirement. We hire the best of the best and equip them with the tools and training they need to be successful,” Michael said. With more members using services available on the pension plan’s secure website, Michael’s team is turning its attention over the next five years to tailoring service to individual needs. “More and more, we will be helping members navigate complex pension rules by explaining options that make sense for their individual situations.” It’s a formula that seems to be working. “I went through a trying time in my life. The overall quality of service and care that I received touched me profoundly,” said a member.   Member Services Report Card       Item       Rating         Client satisfaction rating in 2007, based on third-party surveys with members.       9 out of 10         Service ranked 3rd of 54 leading pensions plans from around the world by Cost Effectiveness Measurement benchmarking service.       88 out of 100         Competing for top place in the Contact Centre World Awards for Best in Customer Service and Best Contact Centre (Americas, under 50 agents). Rated in top 5, with winner to be announced in June.       TOP 5 of 800         top | next >