DRESHER, PA — Ascensus said its Government Savings business maintained call center service levels during the 2025 year-end savings season despite a 15% increase in call volume, according to a company announcement.
The firm said its U.S.-based service teams handled increased demand through expanded staffing, technology tools and self-service options designed to reduce wait times and support participants in government-sponsored savings programs.
“At the height of our busy season, the strength of our service organization truly shows, and this year our team delivered at an exceptional level,” said Peg Creonte, president of Government Savings at Ascensus.
Creonte said the company’s state partners and program participants depend on reliable support during peak enrollment and savings activity periods.
Ascensus said technology improvements played a role in handling the higher call volume. An enhanced interactive voice response system resolved about 10,000 calls in December without requiring a representative, the company said.
The company also cited expanded use of automated tools, including chat support for California’s CalSavers retirement program and artificial intelligence features designed to shorten call times and streamline post-call administrative tasks.
Workforce adjustments also helped manage demand, the company said. Cross-training allowed service representatives to support multiple participant service groups, while field teams handled inbound email requests so call center staff could focus on phone inquiries.
Ascensus said it added more than 230 associates during the peak period to expand capacity and maintain service levels as call volumes increased.
The Dresher-based company provides technology and administrative services for retirement, education and other tax-advantaged savings programs.
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