Absence & disability management eBook

Absence & disability management eBook

Get the complete guide for people managers: best practices, business cases, case studies and more.

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Human Resources Contact Centres

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Morneau Shepell’s Human Resources Contact Centres are staffed by experienced customer service representatives (CSRs) who are trained in pension and benefit legislation, as well as the specifics of each client’s plan. CSRs listen first, and have access to all administration systems, enabling them to quickly and efficiently respond to members’ questions about passwords, plans and processes, both at an organizational and personal level.

Quality service

Our call centres include:

  • Experienced  CSRs, effectively listening and answering over 500,000 benefits and pension calls per year
  • The flexibility to handle your special situations or needs  
  • Warm transfers to other providers to ensure optimized service for your members and retirees
  • 100% of calls are recorded with quality monitoring, coaching, and case management
  • A culture based on problem solving and quality of service, rather than volume and average handling time

Call centre features

  • Morneau Shepell has call centres in Toronto, Montreal, Pittsburgh, and Atlanta, not off-shored; we have an additional three call centres to manage calls for our Employee and Family Assistance Program (EFAP) services
  • Our call centres use TTY and can handle calls in English, French, and Spanish; and a language line with support for up to 154 additional languages
  • One unique toll-free number for greater ease of access for your employees
  • State-of-the-art, cutting-edge technology, ensuring efficiency, accuracy, and quality

Contact us to find out more about Morneau Shepell’s HR Contact Centres and to arrange a visit.

Alex Diemer: (Ontario & Western Canada) - Contact us
Luc Grandchamp: 514.876.7389 or lgrandchamp@morneaushepell.com (Quebec)