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News : DLT Call Center Receives Nearly 15K Calls in First Hours of Opening Monday

#contactcenterworld

Providence, RI, USA, Dec 29, 2020 -- The R.I. Department of Labor and Training (DLT) Call Center received nearly 15,000 calls within the first two hours of opening Monday, according to DLT Director Scott Jensen.

Since President Donald Trump signed the new stimulus aid package the day after the Pandemic Unemployment Assistance (PUA) benefits ended, one viewer asked 12 Responds if people will have to reapply for their benefits.

Jensen said you won’t need to open a new claim, but does suggest recertifying your current benefit.

"Stick with the current UI application that you have, that’s exactly how we’re going to do it in Rhode Island," he said. "It’s the easiest for people."

While the statewide unemployment rate in November was 7.3%, Jensen said they’ve begun to see the unemployment numbers drop. The trend, he said, will likely continue when the state lifts more restrictions.

"We’re seeing first time claims go down," he said. "We’re seeing a number of certifications go down."

For Rhode Islanders wondering if there will be a lapse in unemployment payments, Jensen said you won’t see a gap because of how the program works.

"You get paid for the previous week, so right now people are accruing these extra benefits, they will be paid next week," he said.

Another viewer asked 12 Responds if the bonus is for all people on unemployment.

"If you are regular unemployment insurance or any of the extensions that happened after that, that $300 bonus is for you as well," Jensen explained.

It’s unclear how many fraudulent claims have been made, but Jensen said the state is still dealing with people trying to steal UI benefits.

"We are vigilantly after them," he said. "We’re using much more sophisticated techniques that we were at the beginning of the pandemic."

Jensen said the PUA and the Pandemic Emergency Unemployment Compensation (PEUC) extension will go through mid-March. He explained the last week to submit a claim would be the week ending March 13 and the final claim payment would be received the following week.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.wpri.com


Today's Tip of the Day - Complaints

Read today's tip or listen to it on podcast.

Published: Thursday, December 31, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
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PH: 1+480-435-9390
 

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