Disability Insurance Contact Center Updates

We’re continuing to improve the customer experience when Californians contact us for support with their benefit claims. We have now successfully transitioned all disability calls to a modern, contact center platform. This milestone follows the launch of a pilot project at our Fresno disability office earlier this summer. This Integrated Contact Center project uses the Amazon Connect platform to better enhance communication and streamline services.

Transitioning to this new contact center platform is an important step to delivering an improved customer experience. Disability customers will now be placed on a “virtual” hold – meaning we’ll let them know approximately how long it is going to take to answer their call, and we’ll provide them an estimated time we can call them back later the same day. The availability of a callback is based on call volumes and the number of disability representatives available.

With the entire disability contact center using the modernized platform, we’ll be able to extend new, self-service options to all disability customers contacting us over the phone. The project aims to reduce wait times, minimize call transfers, and increase first-call resolution rates. Disability customers will soon be able to check the status of their claims and payments without waiting on hold to speak to a representative. Future self-service enhancements for callers will include the ability to certify for continued benefits, report the arrival of a new baby, report a return-to-work date, or request a specific form be mailed by the Department.

Stay tuned for more exciting news about modernizing our contact centers!