Department of Workforce Development increases efficiency to help Wisconsinites

Posted at 9:16 AM, Jun 07, 2020
and last updated 2020-06-07 10:16:11-04

WISCONSIN — The Wisconsin Department of Workforce Development has on-boarded two new contract call centers to help with unemployment questions and claims in Wisconsin.

The centers will be staffed by vendors Alorica and Beyond Vision.

These vendors began accepting calls two weeks ago, and since then have seen a decreased number of unanswered calls.

"Although the work done by call centers only represents a fraction of the work done by DWD on behalf of UI claimants, the increase in staff and vendors on the phones has allowed us to answer questions, gather necessary information from employers, and help Wisconsinites get the UI benefits they deserve," DWD Secretary Caleb Frostman said.

On June 3, Alroica had 135 agents answering calls. The number is expected to raise to 500 by the end of June.

Beyond Vision had 23 agents at the beginning of June, and will have around 40 by next week. These Beyond Vision agents work specifically with calls solely related to Pandemic Unemployment Assistance (PUA).

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