Beyond Vision

Beyond Customer Service

Picture of Mary who is a head lead at Beyond Vision's call center.

Secure solutions with the highest-level customer experience.

We all know how difficult 2020 was. The WI Department of Workforce Development (DWD) found themselves buried in unemployment claims. Local and National news reported on the overwhelming call volumes leading to extended wait times and thousands of upset people. At one point, they were receiving over 320,000 claims per week and didn’t have enough people to answer the phones.

To try to meet demand, the Wisconsin DWD began bringing in outside help. Problems with responding to call volumes continued. It wasn’t until Beyond Vision came on board that all calls were finally being answered. Once incoming call volumes were managed, DWD staff were able to speed up processing of unemployment claims while leaving the first-line customer queries to our experienced Service Representatives!

This contract required special considerations. To meet the tremendous volume, Beyond Vision looked to friends. By partnering with select agencies across the country who also employ people who are blind in customer service positions, a scalable solution was immediately possible.

Beyond Vision employees working hard in the call center.

A number of security measures were taken to ensure the safety and confidentiality of the personal information being provided. Beyond Vision, with our emphasis on ongoing security improvements had no trouble meeting the intense privacy standards. Having worked with state agencies before, was more than happy to comply and was ready to accommodate their specific needs.

While the hurdles presented would have delayed other service centers, Beyond Vision was ready and flexible. Reinforcing the fact that we have the solutions you need. Our team is proud to have been able to assist in a meaningful way during the Pandemic. We would love to support your business with our efficient processes, secure systems, talented team and our mission to create meaningful careers for people who are blind. Find out what we can do for you. Let’s work together!

 

Contact Sarah Heesen for questions or to schedule a tour:
Phone: 414-778-5800
Email: Sheesen@beyondvision.com

 

Customer Care Tour

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