In the interest of constantly improving customer service and meeting the huge increase in the number of folks who need ESC services over the past year, the agency is working to improve how telephone claims for unemployment insurance benefits are handled. On Friday, July 17, the ESC put in operation a new system to help with the overload of calls it gets each day dealing with initial claims and a variety of unemployment-related issues.
This system helps with initial unemployment claims and continued weekly claims. These are both automated systems. But, in the past, when the phone system ports were totally filled, customers got either a busy signal or a message, asking them to call back at suggested times. This new system involves a “hosted application,” meaning a third party is helping handle the calls transparently. In this manner, calls from customers are handled on a “first call” basis, reducing significantly the need for them to re-dial, providing better service.
With this change, a record number of callers can be handled better, enabling much needed and deserved unemployment benefits to be provided faster to those who qualify in this transitional economy.
Moses Carey Jr.
ESC Chairman
David L. Clegg
ESC Deputy Chairman & Chief Operating Officer