DWD logo

Tony Evers, Governor
Caleb Frostman, Secretary

Department of Workforce Development
Secretary's Office

201 E. Washington Avenue
P.O. Box 7946
Madison, WI 53707-7946
Telephone: (608) 266-3131
Fax: (608) 266-1784
Email: sec@dwd.wisconsin.gov

Friday, June 5, 2020
CONTACT: DWD Communications, 608-266-2722
On the Web: http://dwd.wisconsin.gov/news/
On Facebook: http://www.facebook.com/WIWorkforce
On Twitter: @WIWorkforce

DWD Call Centers: Increasing the Efficiency to Assist Wisconsinites

The Department of Workforce Development (DWD) announced that the recent onboarding of two contracted call centers, staffed by vendors Alorica and Beyond Vision, has increased its ability to help more Wisconsinites with their unemployment claims.

In the two weeks since Alorica began taking calls on May 20, 2020, DWD is making approximately 3.8 times the number of customer contacts (calls made and taken at DWD, Alorica, and Beyond Vision). Additionally, the number of calls into the call centers has decreased significantly as more calls have been answered, issues have been resolved, and claimants have received their UI benefits.

"Although the work done by call centers only represents a fraction of the work done by DWD on behalf of UI claimants, the increase in staff and vendors on the phones has allowed us to answer questions, gather necessary information from employers, and help Wisconsinites get the UI benefits they deserve," DWD Secretary Caleb Frostman said. "The diligence and hard work of vetting and setting up these contracted centers is paying off as we help Wisconsinites navigate these unprecedented times, and we will continue to onboard more staff to reach more people."

As of June 3, Alorica had 135 agents answering calls. By the end of June, Alorica will have 500 staff members answering calls.

Beyond Vision opened at the beginning of June with 23 agents and will have approximately 40 staff members handling calls solely related to Pandemic Unemployment Assistance (PUA) applications by next week.

DWD also contracted with a claims and adjudication vendor, Nelnet, who is training 153 people this week. Nelnet will have 300 people processing and adjudicating UI claims by the end of June.