DEPARTMENT: Employment and Economic Assistance
FILE TYPE: Regular Information
TITLE
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Update On Contact Center/Interactive Voice Response Phone System
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PURPOSE/ACTION REQUESTED
Receive an update on the deployment of the Interactive Voice Response (IVR) Phone System.
SUMMARY
This update is to report on the deployment of the IVR Phone System, commonly known as Contact Center, in the Employment and Economic Assistance (EEA) department, which was implemented in November 2024.
This new contact center has enhanced efficiency for both clients and employees. This achievement was made possible through the integration of data from multiple state systems that were previously inaccessible. With this integration, clients can now utilize self-service options to access answers to frequently asked questions. Additionally, the system leverages this data to provide call agents with information about pre-authenticated callers, enhancing the quality of support they can offer. Other advanced features include call recording, statistical analysis, dashboards, and various tools that were absent in the previous system. As a result, client call times have decreased, even as call volumes have risen compared to the previous year.
OUTCOMES
How Much?
Since the November 2024 launch of the Contact Center, EEA has received over 136,000 calls. Of the calls 21,372 clients have picked the new callback option.
How Well?
The total average speed of call answer is 11 minutes. The total average call time being 8 minutes. Clients requesting automated callback option have an average wait time of 55 minutes.
Is anyone better off?
Clients are better off with the new contact center then with the previous system due to multiple factors. Clients now have an expanded access to up to the minute case information as well as more case information then previous system. The average talk time for clients has decreed 34.86 percent in comparative quarters Q1 2024-2025. Clients now have a callback opti...
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