Consumers expect 24/7 availability, and we are committed to providing class members the support that they need, when and how they need it:
- Self-service options include Interactive Voice Response (IVR), social media, and online forums.
- Agent-based help services include skills based routing to live agents, fax, and online assistant (email and chat).
- Callers are given the option to enter a phone number for a return call without losing their place in queue if hold times are over 30 seconds.
- Analytics provides advanced call monitoring and recording to ensure that claimants are receiving accurate information and that service expectations are met.