In preparation for the new national pension scheme, a call center has been set up to deal with questions from the public, government officials said yesterday.
During a press conference, Administrative Vice Minister of the Interior Lin Zhong-sen (林中森) demonstrated how the call system works by making the first call.
“The call center will be open twelve hours a day from Monday to Friday, from eight in the morning until eight at night,” said Tsai Chi-an (蔡吉安), President & CEO of the Bureau of Labor Insurance.
“The service personnel have received strict professional training … and should they encounter questions they may not be able to answer, the questions will be stored in a database system to be processed at a later time,” he said.
Tsai said the human resource allocation will be flexible and based on the amount of calls received during a certain period of time.
If the answer rate is below 85 percent, then the allocation will be increased by 20 percent. In the event that the answer rate is 100 percent, then the allocation will decrease by 20 percent, in order to operate at the most efficient level.
About 60 operators have been trained so far.
Lin called the national pension “the pension for everyone” and emphasized the importance of ensuring that senior citizens “live in dignity, comfort, and happiness” and with financial security.
The new pension scheme, which takes effect on Oct. 1, will include all Taiwanese nationals between the ages of 25 to 65 that do not have other pension cover.
This excludes people in the military, civil servants, teachers and farmers with health insurance.
Those who qualify for the scheme will receive their contribution bills by January.
The hotline does not offer an English service, as the pension is for Taiwanese nationals only.
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