Arizona Unemployment Insurance Call Center. Interactive Voice Response (IVR) Messaging and Customer Service

Transcription

1 Arizona Unemployment Insurance Call Center Interactive Voice Response (IVR) Messaging and Customer Service

2 AZ Overview Customer Service In an effort to improve Integrity measures and reduce improper payments, Arizona updated the IVR telephone system which now has one customer service line that offers several service options for Claimants and Employers 2

3 New IVR Options Claimants English or Spanish option 1. Information about filing a new claim or reopening an existing claim 2. Payment or claim information for an existing claim 3. Access to frequently asked questions (FAQ s) 4. All other Inquires 3

4 New IVR Options (cont.) Employers Arizona Unemployment Insurance Tax Office 1.Order forms or access frequently asked questions (FAQ s) 2.Calling about a former employee s Benefit Claim 3.If you have an existing Unemployment Insurance account number 4.If you don t have an existing Unemployment Insurance account number Your partner for a stronger Arizona 4

5 Frequently Asked Questions (FAQs) A Frequently Asked Questions (FAQ s) option was added to provide claimants and employers with answers to the most common questions. In many cases claimants/employers no longer need to wait for a customer service representative for an answer to their question. 5

6 Marketing Messages in Queue The marketing messages provide general information to all claimants regarding how to file for unemployment insurance as well as important reminders regarding the UI process. The purpose of the marketing messages is to educate the claimant while helping reduce and prevent overpayments. 6

7 Marketing Messages (examples) Agents are no longer taking claims over the phone. Visit our secure website at to file an unemployment claim, reopen an existing claim, or file an additional claim Weekly continued claim information and the importance of filing on time and when to file Reminding the claimants, they must file their weekly continued claim prior to a determination is made (referring them to our website) What is needed to file a New Claim Reporting Requirements information What happens if they have a fraud overpayment Do your part to prevent overpayments How do I report Fraud. Your partner for a stronger Arizona 7

8 Other Process Your partner for a stronger Arizona 8

9 New Skill Set In order to provide the best customer service, two skill sets have been implemented. New skill sets X (Eng) X (Sp) Your partner for a stronger Arizona 9

10 Other Methods used to Improve Outreach Integrity Increased outreach Employer presentations Quarterly Employer Newsletter Collaborate with Employment Services during Rapid Responses, creating at a glance need to know information about UI UI Profiling (facilitate reemployment of our claimants) Website Changes We added two icons on our landing page, this process was updated to make it easier for claimants to file their new claim or weekly claim 10

11 Arizona Unemployment Insurance Website Your partner for a stronger Arizona 11

12 Scripts Our Closing Scripts have been revised to ensure the message is clearly delivered 12

13 Weekly Certification We have part-time staff, randomly calling claimants validating their submitted weekly certification, this process is in place to reduce improper payments Your partner for a stronger Arizona 13

14 UI Answers Mailbox This mailbox is designated as a communication tool between EA offices and our section. Your partner for a stronger Arizona 14

15 Future Development Hours of Operations 7:45 to 5:00 Removal of SSN call in schedule Call Structure re-formatted to target selfservice assistance Supervisors are co-located with teams for continuous improvement in monitoring and support Courtesy Call Back Your partner for a stronger Arizona 15

16 Example of Queues Call Type Daily Report Call Center Total Calls Offered 3,213 Total Number of self service calls 765 Total Number of TIPS calls 826 Total Number of FAQ calls 125 Total Number of File Claim calls 356 Calls people NEED to answer 1141 Calls people ACTUALLY answer 1128 % of Calls ACTUALLY answered 98.86% Average Wait Time (Eng/SP) 3 minutes 16

17 We are always looking at ways to improve

18 Thank You! Carmen Solis AZ UI Director Visit 18