Labor call center response times rise as agency moves from outside help

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Response times to calls coming into the state Labor Department are gradually rising as the agency weans itself from a professional services company that helped staff the center during the pandemic.

During September, it was taking the agency's call center somewhere from an average of about 17 minutes to 42 minutes to answer calls depending on the day, according to statistics reported by the agency.

The percentage of abandoned calls ranged from 12% to 29%, the data show.

For the week of Sept. 19 through Sept. 23, the primary driver of calls was regular unemployment insurance claims and questions . . .

SSJ

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