Telephone Operations
 CSR Productivity Standards
Service Levels
Call Monitoring Programs
Talk Time, Answer Time,
and Abandon Rates
Calls Serviced by CSR
vs. Automated Systems
Business/Finance
Distribution Channels
Outsourced Services
Service Options
Load vs. No-Load Average
Assets
Expense Ratios
Cost Per Account
Retirement Plan Operations
Quality Control Measures
Processing Accuracy and
Productivity Standards
Retirement Accounts and
Assets
Service Level, Answer Time,
Talk Time, and Abandon
Rate
CSR Productivity Standards
Staffing
Salary Determinants/
Performance Reviews
Critical Skills/Licensing
Average Tenure
Turnover Rates
(Internal/External)
Number of Employees per
Service Area
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Transaction Processing
Automated vs. Manual
Transaction Processing
Number of Open Accounts
per Associate
Daily Manual Transactions
per Associate
Processing Accuracy
Targets
Processing Timeliness
Targets
Quality Control Measures
Processing/Legal Requirements
Transfer/Redemption
Requirements
Marriage/Death Certificates,
Signature Guarantees, W-9,
Letters Testamentary
Name Changes
Third-Party and Foreign
Checks
Add/Change Trustees
E-Commerce/Systems
Internet/On-line Services
Available, Transaction
Volumes, Number of “Hits,”
PINs Assigned
Internet Quality Control
Measures
Internet Staffing
Customer Service
Technologies (ARU,
Intelligent Workstations,
Postal Database
Technology)
Training
Time Allocated to New
Employee Training
Training Resources and
Materials
Ongoing Training:
Method, Frequency
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