1. Arizona Unemployment Insurance Call Center Best Practices and Innovations

2. History of UI Call Centers in AZ after 2008-2012 Recession
Phoenix
Tucson
Staffing Levels
Wait Times
Lessons Learned
Dual Workers

3. Prepare for Change
Interactive Voice Response (IVR) – effective way of communicating with claimants, enhancement
Claimant Education – marketing messages
Partner/Communicate with Workforce Offices
Continuous Coaching/ Colocation of Supervisors
Adding Computers to the local offices
Outreach
Cross Training

4. LEAN Initiative Call Center Monitor
Look at improving processes – continuously
Call Center Monitor
Encourage everyone in the organization to look for ways to improve
Set Improving Mechanisms/Online Filing
Communication via Weekly Huddles
Implement Scorecards/Scoreboards
Top 5 Weekly Goals
Continuous Improvement – Kaizen Events

5. Enhancements to Webpage How to Apply
Apply online at
Job Centers

7. Accomplishments UI Improved Online Application Process
60% less applications coming in through mail
Call Wait Times Reduced
100 minutes down to 10 seconds
Increase Calls Answered
47% to 100%
Conversion Weekly Claims to Online
85 to 90%

8. Presented by
Miryam A Valenzuela UI Benefits Operations Manager AZ-Interstate Program Coordinator IB Subcommittee Region IX Representative & Policy Co-Chair WK Mobile