Wichita, Kansas 2021-05-31 22:00:00 –
WICHITA, Kan. (KSNW) – KSN News has heard your complaint about long phone calls. No other Kansan can speak through the actual agent. Kansas Labor Department Unemployment Benefit LineKSN Investigates wanted to test this state and compare it to other states in the region.
This is exactly the consistent message I’ve heard from people interviewed about this issue.
Susan Leslie said, “Every time I make a call, I get so many inquiries that I can’t talk to anyone at all.
“We have a lot of inquiries and we have to call back,” said David Tater, imitating what he had heard many times.
“It would be great if there was a way to actually send an email to someone who could leave, reply to, or look up a message,” says Josh Tyrrell.
These are proof of Kansan, who lost his job during a pandemic, struggled to talk to real people on KDOL’s Unemployment Benefits Line, and then struggled to get unemployment insurance.
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KSN Investigates conducted experiments in April and May. It’s not scientific, but we timed each phone call to see how long it would take to actually talk to someone. I called Kansas four times both in the morning and in the afternoon, but the live agent didn’t contact me. Each time, the automated message said, “Currently, all callers are interacting with the claimant and the hold queue is full.”
But we didn’t stay in Kansas. KSN Investigates also wanted to compare the unemployment rate in this state with the rest of the region. Missouri, Oklahoma, Nebraska, and Colorado have all been contacted.
KSN Investigates brought good luck to Nebraska. After waiting for the call for nearly four minutes, a state auto-message deleted our number and said it would call back. And within minutes, a living agent called us back. The total time was about 15 minutes.
Every time I completed a conversation with a live agent, I explained why I was calling and gave the results of the experiment.
The first time I called Oklahoma was in the morning. The line was busy and after about 3 minutes on the phone we were forced to disconnect. I tried it again a week later, but this time it was in the afternoon. After more than 24 minutes, I was able to talk to a live agent in Oklahoma.
I had a communication problem when I called Missouri. I first called in the morning and didn’t answer for more than 30 minutes, but no one contacted me. So when I called back a few minutes later, the automatic message said that I would call in 17 minutes. The state called us back within that period. However, when I tried to connect to the live agent, the call was disconnected. So, a week later, in the afternoon, I tried Missouri again. After about 22 minutes, I was able to talk to the live agent.
When we called Colorado, after waiting about 4 minutes, an automatic message asked for our number and said we would call back. It provided us with the earliest available time. This was Tuesday, May 4, 2021. The earliest window available was from 12:00 pm to 2:00 pm on May 18, 2021. Like Kansas, I didn’t talk to agents in Colorado.
Kansas Labor Department
KSN News has contacted KDOL about the results of our experiments. “Technology solutions implemented or deployed by other states, the status of auto dialers, the number of agents they work for / the number of callers who support call centers or call contact centers daily.”
A spokesman said progress was being made in handling the number of calls the state received. The state received an average of more than 153,000 calls a day on April 5, compared to May 24. Over 41,000 cases.
That’s why I called Kansas again both in the morning and afternoon on Thursday, May 27, 2021, with the same results as the previous two. I didn’t hear from living people.
For more information on the Kansas Ministry of Labor click here.
If you or your acquaintances are still financially distressed United Way Get access to potential work prospects depending on resources such as food banks and where you live.
As Kansans struggle to contact the labor office, KSN Investigates how neighboring states fare Source link As Kansans struggle to contact the labor office, KSN Investigates how neighboring states fare