Call Center Services

The Vendor is required to provide Call Center Services for Unemployment Insurance Claims Processing.
- responsible for standing up their own call center to which the State would route up to six telephone lines staffed by a sufficient number of agents to meet performance metrics.
- A necessary telephony infrastructure to support the total number of Contractor agents on the line at any one time and the ability to add State staff. This infrastructure should include access to Amazon Connect.
- Call Center Digital Capability: Contractor’s digital capabilities must include, at a minimum, virtual agent, webchat, and reporting capabilities.
- Call center must have the ability to allow State staff to provide escalation (Tier 2) and adjudications support using the Contractor’s call center solution.
- Ability to operate as much as six days a week with extended hours during anticipated or unanticipated peak call days or hours.
- The standard schedule will be approximately 8:00am (EST) to 5:00pm (EST), Monday through Friday.
- All information, including digital, paper, email, and phone communications, will be clearly identified, communicated in a way that the public can understand and use, and fully accessible for individuals utilizing assistive technology tools. Information will be presented in compliance with federal and state law, including the ADA New Rule: Nondiscrimination on the Basis of Disability; Accessibility of Web Information and Services of State and Local Government Entities and (WCAG) 2.1 AA standards.
- Provide telephonic interpretation services including any costs for such services.
- State will provide a list of created issues to Contractor multiple times a week for underlying UI claims.
- The State will work with Contractor to refine pre-developed fact-finding questionnaires as necessary.
- Conduct the fact-finding interview, when necessary, recognize inconsistencies, determine when additional information is necessary, attempt to reconcile conflicting statements, and obtain all information in a manner that can be understood and used by State staff to make informed and accurate determinations.
- Expect to receive roughly 200–1,200 adjudication cases weekly, depending on the season or event.
- Provide maximum flexibility on staffing levels to meet the State’s variable needs, minimizing total agents during periods of slower anticipated call volume.
- These are projected maximum volume numbers that would only be seen in the case of pandemic, recession, or natural disaster.
•    Monday – 5,500 calls
•    Tuesday – 3,200 calls
•    Wednesday – 2,600 calls
•    Thursday – 1,800 calls
•    Friday – 2,000 calls