Case Study: Connecticut Department of Labor reduces repeat calls and speeds claimant service with Mindful

When Jobless Claims Soared, Ct Department of Labor Scaled Up in Record Time

Connecticut Department of Labor worked with Mindful when COVID-19 drove a 500% surge in unemployment claims and call volume, overwhelming a team of 80 agents. Thousands of callers were trying to reach the department each day, but caseworkers were stuck on the phone and the agency initially had little visibility into how many calls were being placed or answered.

Mindful quickly implemented callback scheduling, SMS notifications, and digital scheduling through Amazon Connect via AWS Marketplace in under a week. The solution cut repeat calls by nearly 60% in the first week, gave callers guaranteed times to speak with an agent, improved reconnection rates, and provided better insight into call volume, hold times, and handling times. Mindful also helped the department route simpler requests and collect intent data to improve staffing and self-service.

Connecticut Department of Labor

Blake Kelly

Cloud Account Executive with Strategic Communications