Unemployment Insurance Agency Improving Customer Contact Options

The Unemployment Insurance Agency (UIA) has announced enhancements to its customer contact system to improve interactions with customers by phone and online.  

On August 22, the agency will launch the first phase of its updated phone system. The new system encompasses the leading phone technology and will provide more options, better efficiency and more convenience for customers to get in touch with a customer service representative.

Contact center enhancements include:

  • Consolidating some of the agency’s multiple telephone lines into two main customer service numbers – one for employers and one for claimants. Employer customers will be able to call 1-855-484-2636 to be connected with customer service. Beginning September 12, claimants will only need to call 1-866-500-0017 to reach customer service. New menu options will enable callers to reach the customer service unit specific to their need.
  • An option which will allow the caller to hang up and receive a convenient call back instead of waiting on hold. This call back feature lets callers keep their place in line without waiting on hold.
  • A newly designed call flow that allows new claim customers to speak to a representative while filing their claim by phone. This new feature will help speed up the claim filing process in many cases. Customers will be able to provide additional information at the time of filing instead of having to mail in information and wait for a response.
  • In addition to telephone enhancements, a new online chat feature will provide an option for customers to chat with a customer service representative in real time instead of calling or emailing.

“We realize that sometimes it’s difficult to get through to us on the phone when there are high call volumes,” said Steve Gray, director of the Unemployment Insurance Agency. “These improvements to our contact center will help customers get their questions answered efficiently and as quickly as possible.”

“Even though we answered more than 442,000 customer service calls last year, this new system will help us to become more efficient and accessible to customers.”