Resources
Applying + Enrolling

8 Tips for Governments to Mitigate Call Center Volume

8 Tips for Governments to Mitigate Call Center Volume
2020
U.S. Digital Response
Author(s): 
U.S. Digital Response
8 Tips for Governments to Mitigate Call Center Volume
Source Sector(s)
Non-profit
Benefits Program
COVID-19 Assistance
UI: Unemployment Insurance
Level of Government
Federal/National
State/Provincial
Location
Ohio, California, New Jersey
Format
Non-Academic Article

Overwhelming unemployment rates during the pandemic created significant demand for state-based unemployment benefits. As a result of the increased applications, states are also experiencing an overwhelming volume of calls to their call centers. U.S. Digital Response has been working with states to mitigate problems arising from heavy demand on call centers. This article describes tangible steps state governments can take to manage call volume.