The Federal Retirement Thrift Investment Board said a six-month IT modernization project at the call centers forced the agency to compromise customer service for security. More than 120,000 participants waited five minutes or longer for a rep in January, far from the agency’s goal of picking up 90 percent of participant calls within 20 seconds. The TSP agency said call volumes are already higher at the end of December through mid-March. (Federal News Radio)
Wait and processing times are up at the Thrift Savings Plan’s call centers.