Contact Center Marks 1st Anniversary

Dec 20, 2021

In December, the NHRS Contact Center celebrated its first anniversary.

The Contact Center was created to more efficiently address inquiries from members and benefit recipients. In its first year, contact center staff received nearly 33,000 phone calls and managed to address 94% of caller inquiries and requests without having to transfer them. The contact center also received and processed almost 13,000 emails sent to the NHRS general information mailbox.

NHRS recently rolled out enhanced identity authentication measures powered by LexisNexis Risk Solutions, one of the nation’s leading data companies. When initiating certain requests over the phone with NHRS, members and retirees may be asked to answer a set of multiple choice security questions unique to them. (Note: NHRS staff does not have access to the answers or to any additional personal data and these questions and answers are not retained by the retirement system.) This effort is part of the retirement system’s ongoing commitment to fulfill its mission to provide secure retirement benefits and superior service.

To reach the contact center, retirees and beneficiaries can call our main number – 603-410-3500 – and press 2 to be connected with a representative, and members not currently receiving a benefit can press 3. If callers stay on the line at the conclusion of their call, they have the option to take a short customer satisfaction survey. These surveys are used to improve the services we provide, so please let us know what you think.