State of Arizona Improves Unemployment Insurance Call Center

The Arizona Department of Economic Security was struggling to keep up with unemployment insurance benefit claims and calls to their support center.

Before embarking on Project Lean, they were only answering 47% of the calls received, with average hold times of 100 minutes.

The improvement team mapped the current state process, and removed waste and inefficiency from the process.

They enhanced the website to make it easier for people to find what they need, and changed their protocol for when people could call into the call center.

As a result of the improvements, they reduced hold times to only 10 seconds, and increased answered calls to 100%. Customer satisfaction was much higher, but so was staff engagement and satisfaction.

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