Kentucky Retirement Systems
KRS Call Center
Ever have questions about your benefits and when you can retire? Wanting to register online for self-service but not sure how to get started? Or, maybe, you are already retired but have questions about your account? Help is just a phone call away with the KRS Call Center. We have 20 counselors to assist you with your member needs, Monday through Friday, 8:00-4:30 PM EST. Our toll free number is 1-800-928-4646 or, locally, 502-696-8800.
During 2014, our staff took over 209,000 calls from active members, retirees, and others, touching on a variety of retirement subjects such as retirement eligibility, member self-service features, health insurance open enrollment, scheduling office appointments, and coordinating refund and retirement paperwork submission. On average, we take about 800 calls per day. Our average call handle time is approximately 5 minutes and 32 seconds. In addition to phone calls for 2014, our staff also replied to over 3700 emails and processed over 3300 benefit estimates and service purchase calculations.
For those members that need to call but prefer not to wait on the phone to speak to a representative, during peak periods of call volume, KRS has implemented a new Callback Assist feature. When this option is selected, it allows the caller to retain his or her place in queue without having to remain on the phone. Callers are prompted to leave their name, KRS member ID, and phone number for the return call. When a counselor is available for the call, callers will receive an automated callback, connecting them with a counselor. Since its implementation in September 2014, this feature has been used by almost 18,000 callers.
Our staff is committed to helping you as quickly and efficiently as possible. We do recommend that all callers have their Personal Identification Number (PIN) available when calling, so that we can fully discuss account information by phone. If you do not have your PIN at the time of your call, we can still assist you with general information and will be happy to issue you a new PIN by mail, if needed.