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

Connecticut Department of Labor - Customer Case Study

Connecticut Department of Labor faced an unprecedented surge in unemployment claims and call volume during the pandemic, with 80 agents struggling to serve more than 1 million new cases and as many as 26,000 calls in a single day. The agency needed a fast way to reduce hold times, support remote work, and improve the caller experience, and turned to Virtual Hold Technology Solutions (VHT) and its Mindful solution integrated with Amazon Connect.

Virtual Hold Technology Solutions (VHT) implemented Mindful through AWS Marketplace in less than a week, adding callback scheduling and SMS notifications to streamline caller flow and reduce friction. On the first day of use, VHT helped Connecticut DOL cut repeat calls by 60%, serving 11,000 unique callers instead of 26,000 total calls and giving claimants a reliable way to connect with the right team member the first time.

Connecticut Department of Labor

Amer Khan

Director