Contact Center Deep Dive

March 25, 2021

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Agenda

1. Call Routing Structure

2. Call Back Options & Configuration Details

3. Tier Structure and Agent Count

4. Contact Center Comparison

5. Training

6. Solutions Timeline

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1. Call Routing Structure - Traditional UI Contact Center

1 2 3 4

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1. Call Routing Structure - Traditional UI Contact Center continued

1 2

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1. Call Routing Structure - PUA Contact Center

1 2 3 4

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2. Call Back Options and Configuration Details
CALLBACK OPTIONS • UI Toll Free number
AGENT SCHEDULED CALLBACK shows in Caller ID
Tier 1 agents can schedule a callback for claimants when Tier 2 and
Tier 3 Queue Caps have been exceeded • Voice Mail detection will
 Agents presented with available time slots for scheduling callback provide caller with
(up to 14 days) callback number and PIN
 Generally most callbacks are scheduled and completed within the to use (24-hour)
same day
• Callbacks attempted 3
IN QUEUE CALLBACK times (20 minutes apart)
System offers the caller the option to receive a call back in the same
day or at a future date rather than wait in queue. • All callbacks are given
 Threshold for triggering this callers when the wait time is greater higher priority to ensure
than 10 minutes. they are answered by next
 Algorithms are used to determine if callback can be attempted in available agent
same day, if not only future scheduled call back option is offered

CONFIGURATION DETAILS
Feature / Configuration Tier 1 Tier 2 Tier 3 PUA

Queue Caps (**does ramp down toward the end of

1000 200 50 1750
business day**)
Agent Scheduled Callback N/A   N/A

In Queue Call Back N/A   N/A

Daily Avg of Call Backs - # Completed (# Failed) N/A 332 (15) 152 (10) N/A

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3. Tier Structure and Agent Counts

Traditional UI Contact Center

Agent Count
Tier structure
Tier 1 510
Tier 1 handle basic Unemployment
Insurance related frequently asked
questions and support low complexity
problem resolution like PIN reset, fact
finding and entering claims
Tier 2 390
Tier 2 supports everything on Tier 1 in
addition to more complex issue resolution
including held payments, pending claims,
and Shared Work Ohio

PUA Contact Center

Agent Count
Tier structure
Tier 1 337
Tier 1 handle basic Pandemic
Unemployment Insurance related frequently
asked questions and support low
complexity problem resolution like fact
finding, entering claims, fraud calls, and
setting fraud issues

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4. Contact Center Comparison
Traditional UI Contact
Feature / Functionality PUA Call Center - AWS
Center – CBTS
ACD Inbound  

Outbound Dialer  

IVR  

Inbound / Outbound Blended Agent  

Customizable Agent Desktop  

Call Recording & Storage  

Solution Capabilities

Chat  

Integrated Screen Pops X 

Caller Survey X 

Courtesy Call Back  X

Call Encryption Capabilities  

Enterprise Reporting and Custom Reporting  

Integration with backend host systems  X

Workforce Management Integration  

Outbound SMS/Text Messaging  

Automation / AI / Bot technologies  

Dashboarding / Analytics  
 - feature available and configured in production

X - feature being researched or in progress

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 - feature available but not in use at this time
 5. Training

The following diagram illustrates the iterative training plan timeline for all Contact Center staff.

Day 1 Days 2‐6 Days 7‐9 Days 10‐ Days 13‐ Day 16

12 15
• New Hire  • Phase 1 • On the Job  • Phase 2 • On the Job  • Go‐Live / 
Orientation Training Training On the 
Phone

*Key takeaway* Contact Center agents complete the initial training program and are ready to take calls by Day 16.

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5. Training
The goal of the Contact Center training plan is to enable contact center agents to handle claimant
inquiries the first time they call.

The following provides an overview of the training journey and core content for each tier.

Phase 1 UI PUA Content:

• NASWA - UI Agency Tour, Customer Service 1 & 2
• Program Overview - Current Programs:  New Legislation,
FPUC, PUA, PEUC
• PIN Reset and Accessing OJI and uFacts

Phase 2 UI PUA

UI Content: Programs, Processes, and Systems Overviews PUA Content: Programs, Processes,
• Taking an Initial Application and How to Identify an Employer and Systems
• Filing a Continued Weekly Claim and a “Late Filing Break in Overviews
Claim” Issue Clear • Program Overview
• Entering Fact Finding; Reviewing • PUA Eligibility
• Claimant Correspondence • Amazon Connect (AWS) CC
• Clearing Simple Issues  technology
• OJI Additional Re-Open, Late Filing, BICs • Application Processing
• Backdating Application   • System Processing
• Troubleshooting claimant inquiries
• Customer Service
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5. Training

OUIO Knowledge Management System (Training Portal)

The OUIO Knowledge Management System serves as a one-stop source for on-going training
resources for Contact Center staff. The following list provides a sample of key resources available
within the portal:
• Quick Guides for UI and PUA programs • New employee orientation artifacts
• Dynamic search bar to quickly access • Prerequisite training path resources
resources by topic area • Global email information records
• Links to OJI and uFacts claimant processing • Customer Service tips
systems • Contact Center scripts

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5. Ongoing Training

• After an agent begins to take calls…

o Continuous feedback, coaching
o Just in time training sessions as there are changes to the programs
o Agent town hall meetings
o Continue to utilize the Knowledge Management System

• What happens when there is an error made or complaint filed?

o All calls are recorded, management will pull the recording, listen, offer coaching,
recommend refresher training

• Quality Assurance program

o Continuous call monitoring – listen to 2 calls per agent per week to ensure quality
o Call calibration sessions with vendor partners to ensure scoring is consistent

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6. Solutions Timeline

Solutions On The Horizon

Innovative Solution - IBM

• CC virtual agent, preventative methods solution, self-service adjudication virtual agent

Salesforce Customer Relationship Management (CRM) System

Adding front-end authentication to both Contact Centers to decrease Average Call Handle (ACH)
time, expect to shave 1.25 minutes off each call

Workforce Management system improvements

Expansion of callback and call scheduling offerings

Quality management tool (QM) deployment

Continued vendor agent ramp up – adding 240 more agents by end of April

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Contact Center: Service Challenges and Responses
Request For More 2020 Data from March 11, 2021 Presentation

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