Superpartners to deploy self-service to funds

Superannuation administrator Superpartners expects to automate up to 25 percent of support calls by rolling out a self-service portal to its fund clients from March this year.

The administrator said it currently fields "around 2.5 million member calls enquiries per year on behalf of their fund clients" via a 250-agent call centre.

It plans to supplement the centre with hosted voice portal software developed by Global Speech Networks (GSN).

The portal will provide members with "virtually round the clock access to common transactions such as checking superannuation account balances, obtaining fund details, verifying tax file numbers, and changing personal details", according to Superpartners.

It also integrates with a fund's website, providing members with another channel in which to access their account details, the firm said.

"Members are increasingly showing more interest in their super these days, so it's vital that we provide a streamlined service that is accurate and timely," said Marianne Walker, national contact centre manager at Superpartners

"At the touch of a button on the voice portal, fund members will have the flexibility to access, verify and perform account transactions and service requests.

"Moreover, the portal allows for contact centre representatives to focus on more complex member account queries, since approximately 25 percent of the calls will now be automated."

Superpartners said it will deploy the voice portal product to its first fund client next month.

It will be available to other fund clients from April, the firm said.