FROM: Christina Cintron, Chief of Member Services
SUBJECT: Informational: Member Services Performance Metrics - 2025
RECOMMENDATION:
title
Member Services performance metrics for 2025.
body
BACKGROUND:
This informational item provides an overview of Member Services performance metrics for 2025. The data presented reflects activity for the one-year period from December 1, 2024 through November 30, 2025. December-over-December metrics for Member Services have historically remained very stable, typically reflecting only slight year-over-year increases. As a result, the data included in this report is expected to closely align with final 2025 calendar year totals.
The sections below summarize key areas of service delivery, operational activity, and member impact supported by the Member Services team during this period.
Contact Center
Throughout 2025, the Member Services team supported members across multiple service channels, balancing accessibility, efficiency, and consistency while responding to fluctuating demand. Contact activity remained high throughout the year, with a total of 23,018 incoming calls handled by the Member Services team. On average, the team received approximately 107 inbound calls per day, or 1,918 calls per month. Call volume was not evenly distributed throughout the year, with higher demand during the peak retirement season from January through April, when the team averaged approximately 2,511 calls per month, compared to an average of 1,621 calls per month during the remaining months of the year.
Call volume peaked early in the year, with March identified as the busiest month (2,727 calls) and March 3 as the single busiest day (212 calls). This pattern aligns with January through April historically being the highest-demand period for service retirement activity. Phone calls represent one of several ways members interact with SBCERA, alongside digital and in-person service channels.
The average handle time for calls du...
Click here for full text