BPO Solutions

Unemployment
Insurance

Helping Agencies Meet an
Unprecedented Moment

State and local agencies experienced massive spikes in Unemployment Insurance (UI) inquiries and claims stemming from COVID-19 business impacts.

We engaged with state UI agencies to rapidly deploy technology and specialized, bilingual staffing solutions that met claimants’ urgent needs.

From March to November 2020 alone, we trained thousands of new representatives for our clients’ urgent program needs.

Case Studies

Midwest State

Deployed a solution in about 5 business days

Provided telephony technology and nearly 300 experienced customer service agents who assisted with resolving:

  • Status (eligibility; Able and Available; etc.)
  • BPC/questionable identity (QI)
  • Fraud
  • Website co-browsing and decision support
  • Appeals
  • Account resets
  • Within a week, cleaned up backlog of 1,000+ accounts flagged for potential fraud and cleaned up 10,000+ accounts within three months
  • Reduced wait times for claimants by more than 4,000%, ensuring a better constituent experience

Mid-Atlantic State #1

  • Provided experienced staffing resources for approximately 500 customer service agents who assisted with benefit claims, general inquiries, document processing, and ongoing claims support
  • Deployed a solution in 5 business days
  • In first six months, interacted with more than 2 million claimants
  • Efficiency results up to 32% better than those of other providers on the contract

Mid-Atlantic State #2

  • Provided experienced staffing resources for approximately 300 customer service agents who assisted with benefit claims, general inquiries, and ongoing claims support
  • Deployed a solution in 10 business days
  • Handled more than 740,000 inbound calls and placed more than 537,000 callbacks
  • 99.999% system uptime
“I lost my job due to COVID-19, which has been immensely difficult financially and emotionally. [Pioneer employee] explained in detail, was positive and friendly and the most thorough customer service rep I’ve ever spoken to.”

– UI claimant