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CalPERS shortens lunches, staggers shifts to better match member call patterns
Summary
CalPERS Customer Experience leadership said the retirement system shortened hour-long lunches to 30–45 minutes and staggered start and end times so staff can cover morning demand from retirees and midday demand from active members.
Thor Dunn, Customer Experience Division Chief at the California Public Employees Retirement System (CalPERS), said the division has begun operational changes to better align call-center staffing with member demand.
Dunn told attendees he began by observing the call center and asking team members for improvement ideas. "When I got here, the first thing I did was start observing and start speaking with our team and finding out what some of their ideas were for possible improvements and where we could make valid change for our customers," he said.
Jaime, a staff member who works on the phones, described one concrete change: cutting long, hour-long lunches to shorter, 30- to 45-minute breaks and allowing varying start and end times for shifts. "We have older members, frankly, in general, particularly our retired members, and they love to call in the morning," Jaime said. "But then we also have a lot of active members. They'll be calling around their lunchtime. So we went from a lot of hour long lunches to 30 minute, 45 minute lunches. That allows us the flexibility to have different start and end times at the beginning and end of the day."
A second staff member emphasized customer-service traits CalPERS seeks in its agents. "I think the most important qualities of a CalPERS customer service agent is responsibility. Empathy is a big one," the staff member said, urging agents to treat callers as they would family members.
Dunn framed the scheduling change as part of a broader effort to support frontline staff and improve member experience. "Really, the driving force is those agents on the calls. They take a lot of calls. It can be demanding," he said. "If you've listened to our calls or had an opportunity to shadow one of our agents, you'll see how they do it with finesse and they do it with empathy, providing the guidance that these members need."
No formal vote or policy adoption was recorded in the discussion; the remarks described operational adjustments being implemented by CalPERS staff.
