ZAI operated the Pension Benefit Guaranty Corporation’s (PBGC) Customer Contact Center, providing multi-channel contact center services to PBGC customers to support its mission and goals, by providing participants in PBGC-trusteed plans with consistent, accurate, and understandable information related to their PBGC-guaranteed retirement benefits. ZAI customer service representatives responded to inquiries from multiple channels (telephone, email, voicemail, fax, web services), handling an average of 500,000 calls and 33,200 emails annually.