Restructuring of phone system is designed to reduce wait times and busy signals
To File An Initial Claim
Long Distance Toll Free: 1-866-422-0401
For Resolution to Questions and Problems
Long Distance Toll Free: 1-888-550-2800
Filing an initial claim requires the greatest amount of time for the
While not as time consuming as filing an initial claim, even the most simple of these calls can take several minutes to resolve and having everyone – new claimants and existing claimants alike -- share one queue has resulted in long hold times and frustrating busy signals.
"Our Tier 1 staff are newer employees who can assist in basic claims taking while they are being trained to handle increasingly tougher issues," explains Donald J. Mares, Executive Director of the Department of Labor and Employment. "Callers with questions and problems come through a separate line and are routed to our Tier II staff who are more experienced and highly skilled agents. As more
Mares adds that while separating claimants into two queues might be seen as prioritizing the calls in some way, that is not the case. "Our only priority is providing quality service to all our customers, even in the toughest of times. For our staff, this skills based call routing approach will manage incoming calls more efficiently. That will result in a greater ease of access and reduced wait times for everyone."
Of course, not everyone does their unemployment benefits business over the phone.