During this pandemic, the overwhelming unemployment rates have inevitably created significant demand for state-based unemployment benefits. While the CARES Act increased financial support in the form of Pandemic Unemployment Assistance, states have been scrambling to handle the unprecedented waves of applicants.
As a result of the increased applications, states are also experiencing an overwhelming volume of calls to their call centers. As individual anxiety grows due to a lack of work and income, call volume spikes. States are receiving more calls than they can handle in a day, which makes people call in more frequently, jamming the lines in a vicious, self-perpetuating cycle.
At U.S. Digital Response (USDR), we’ve been working with states to mitigate problems arising from the heavy demand on their call centers. There is no silver bullet for controlling call volume, but here are some tangible steps state governments can take to help:
- Look at the error logs. In our engagements with governments, we’ve noticed that sometimes error monitoring is an afterthought. Call volume often stems from problems in the standard web-based workflow. If users see an unexplained error in the online application with no instructions on how to proceed, they will call in to try and figure out what is happening. Identifying and addressing these errors in the web application or process can significantly decrease call-in rates.
- Check how it works on mobile. Many users access government resources on their mobile phones and, if they encounter obstacles, they will call. Example: New Jersey optimized its weekly certification flow to work well on mobile devices and saw a reduced call volume.
- Pay special attention to login issues. Forgetting passwords and getting locked out are barriers for users who may only infrequently access your site. Improve your FAQ page and tools that advise users on what to do and how to help themselves if they get locked out. Example: Ohio has a PIN reset bot to target one of its most common login issues.
- Support more use cases online. If there are specific tasks that people consistently call in to do, make it possible to do them on the website on their own. Example: Some states do not yet support Workshare Unemployment Insurance or Unemployment Insurance for Federal Employees on their online applications, forcing those users to overrun call centers.
- Simplify your writing. Straightforward wording makes a big difference. Complicated, government-based language or confusing instructions can be a major hurdle for already frustrated or discouraged users. Clear, simple copy on your websites, applications, and other documents will help reduce confusion and reduce the number of calls for assistance. The best way to know if your writing is working is to test it with actual users.
- Use chatbots to communicate information more quickly. Live web chat features require additional training and staffing resources that governments likely don’t have right now. A well-designed chatbot can solve that and reduce call volume. For example, USDR volunteers helped the City of San Jose add a chatbot feature to its COVID-19 website to quickly answer constituents’ questions, with topics ranging from testing locations to economic assistance.
- Pre-screen applicants. A separate “screener” can help people identify what they qualify for before entering the formal application system. It also gives applicants a chance to practice filling out the forms and to work out problems they might encounter ahead of time. For example, USDR volunteers helped New Jersey’s Department of Labor create a Benefits Eligibility Tool that uses a simple survey to help people identify which benefits programs are available to them.
- Ask your vendors about their AI capabilities. Call monitoring and voice menus enabled by Interactive Voice Response (IVR) can improve workflow if applied effectively. AI (artificial intelligence) is not a surefire solution for replacing most human interactions, but rather a way to monitor and route calls to improve throughput.
Many of the learnings above came directly from USDR’s experience working with call centers for unemployment benefits, but they can be applied across call centers servicing many different programs and agencies. We draw from experienced volunteers and cumulative expertise to build solutions tailored to your needs. If you are a government with an overloaded call center, reach out to USDR at www.usdigitalresponse.org/request-help.
