Reduction of retirees’ calls to the “2500 Response Center”

According to the social welfare group of Fars news agency, a comparative study of the telephone answering statistics of this center in the months of November, December and December 1401 shows that the percentage of change in the number of phone calls in December 1401 compared to November this year decreased by 5.94% and in January also shows a decrease of 38.22% compared to the previous month; The main reason for the reduction of this statistic was “timely payment of salary deductions and updating of this part of payments” as well as “payment of claims related to treatment compensation plan”.

According to this report, the questions related to “salary increase” have increased from 19 thousand 313 cases in November to 3 thousand 685 cases in December and 592 cases in January.

In addition, there were 1,507 questions about the payment of “salary deductions” in November, which reached 664 in December and 380 in January.

The questions of retirees and employees of the National Pension Fund from the 2500 call center about the “time of depositing remittances of the treatment compensation plan” also increased from 8,289 questions in November to 6,301 questions in December and 1,751 questions in January. it is arrived.

This report indicates that obtaining information about the time of payment of salary, information about the details of the order, the repair order of 1401, necessary loan, increasing the salary of medical science retirees, salary receipt, how to benefit from Saba life and accident insurance plan, certificate of deduction from salary and proportional Salaries are the most frequently asked questions of retirees in contact with this center, which has decreased on average during the last three months.

On the other hand, the issue of “Complete Treatment Insurance” was asked by callers 404 times in November, 1,604 times in December and 875 times in January.

Also, questions related to “health insurance”, which was 384 in November, reached 355 in December and increased to 456 in January.

In this report, it is also emphasized that in order to develop response services and communication with beneficiaries, the subscribers of the National Pension Fund can submit their requests through various media of this fund, including calling the 2500 center or sending a voice message to this center, especially In times outside of office hours, or send a written request to the experts through the Sabaap software and the Fund website (section of communication with stakeholders), which can be tracked through the “tracking code”.

Also, when the operator of the response center does not have enough information about the caller’s question, the question is recorded in the system as a text message and referred to the second layer in the form of a ticket, which includes experts from various units of the pension fund; After recording the answer by the experts of the second layer, the corresponding answer will be sent as an SMS to the mobile number of the caller.

Based on this, responding to service requests through “2500 center voice messages, registering requests in Sabaap software and electronic service portal” in November, 2,843 requests were registered (2,580 responses), and 3,220 requests were registered in December. (answers to all cases) and in January, 2,727 requests were registered (with 2,580 responses).

The effort of the National Pension Fund is to increase the in-person and online response to the questions of pensioners and beneficiaries by informing them as accurately as possible and by using different methods and tools, and to reduce the in-person visits of these dear ones to the provincial administrations. .

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