Contact Center Operations

Increase timeliness and efficiency with turn-key contact center operations.

Solid State Operations contact center services are designed to make a meaningful impact on claimants lives and strengthen communities through partnerships with state government agencies.

Our goal is to enhance State Workforce Agencies (SWA) capacity to effectively support unemployment insurance (UI) departments to reduce contact volumes, encourage self-service channels, and be a force multiplier to state staff fact-finding efforts.

We succeed at managing complex programs at the state level. By introducing innovations tailored to unemployment insurance and strategically integrating communication solutions, we are delivering outcomes that meet the unique needs of each claimant.

A Proven Government Partner

Solid State is a proven partner to government agencies in the delivery of mission-critical contact center solutions.

In the state of Alabama:

  • Over 700 adjudications resolved daily by contact center staff
  • Queue wait time averages 1 minute and 17 seconds
  • Over 100,000 claimant concerns addressed by chat each month 

Claimant Services

One of our core capabilities is implementing and managing state agency contact centers for unemployment insurance. We provide scalable solutions staffed with the industry’s top talent.

Our contact center administrators rapidly recruit, screen, and hire qualified candidates from local communities. We also invest in comprehensive training so staff are knowledgeable about critical program policies and aware of your mission.

Our operations generate claimant resolution by encouraging use of self-service channels and by addressing common concerns through calls, chats, and messages. This results in increased effectiveness of first contact resolutions and subsequently reduced contact volumes.

We also offer after-hours accessibility which improves the claimant experience and provides relief for strained state agencies.

Contact center agents will assist claimants with the following:

  • Navigating UI and PUA systems
  • Claim inquiry and maintenance
  • Sign-in issues
  • Changing personal information
  • Managing direct deposit
  • Filing weekly certifications
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Live Agent Chat

The contact center includes U.S.–based staffing and infrastructure for inbound calls, as well as Live Agent Chat for both separation and non-separation claimants.

Friendly agent support

  • Encourage use of self-service channels
  • Increase effectiveness of first-call resolution
  • Resolve basic questions for claimants to keep the process moving
  • Handle advanced issues, refer claimants out for self-help and specialized units
  • Reduce call volumes
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Adjudication

Detailed and reliable claims adjudication services

Within our contact center solution, Solid State Operations provides adjudication services to state agencies in reducing claims backlogs.

Our adjudication protocols include fact-finding efforts and follow state agency regulations and requirements which effectively maintain claims resolution quality standards and meet Federal Benefit Timeliness Quality (BTQ) and Benefits Accuracy Management (BAM) quality standards.

Fact-finding efforts include:

  • Clarify incomplete or missing claims information
  • Collect documentation
  • Outbound and inbound phone calls and emails to claimants, employers, and other third parties

Adjudication efforts include:

  • Make determinations on separation and non-separation issues
  • Validate last bona fide employer issues
  • Enter disposition into the system of record

Common issues include:

  • Identity validation
  • Pension issues impacting eligibility
  • Separation issues
  • Non-monetary determination issues
  • Incomplete, expired, and ineligible claims adjudication
  • Validation of last bona fide employer
  • Clarification of incomplete/missing claims info
  • IBIQ (Interstate Beneficiary Insurance Query) mismatch
  • Wage protest issues
  • Investigating claim information
  • Assisting with claim resolution 
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Social Media Monitoring

Solid State Operations social media monitoring services will help you manage the public opinion of your agency, maintain a social media presence with UI related content, and free up state communications staff from dealing with unemployment insurance issues.

Manage public opinion of state agency

• Capture claimant concerns

• Detailed data reports and analysis allows management of public sentiment, program or system reviews, and timely and effective claimant communication

Outsource publication of UI related content to social media

• Address claimant concerns and provide education to the public

• Inform claimants about upcoming program changes, policy changes, and government programs

Free up time for state communications and PR staff

Outsourcing management of social media will allow state workers, including communications and public relations staff, to focus on other core competencies—instead of dealing with unemployment insurance issues.

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