VWC Quarterly Highlights Report - Q4 2020

Outreach Initiatives Customer Contact Center Most Frequent Customer Contact Center Calls

What are my Rights?

WebFile?

What is the JCN?

WebFile is the Commission’s online portal to electronic records.

98% Customer Contact Center Quality Score

What are VWC’s Hours?

What’s my Claim Status?

16,400 Incoming Calls 13,992 Calls Answered

Average Handle Time: 0:05:42 Average Calls per Day: 233

1,273 Voiance translator calls took place in 2020.

Press and Communications 2021 Virtual Educational Conference 1 External Communication - 1 COVID-19 Communication | 2 Press Releases

SAVE the DATE September 14-16, 2021

Stakeholder Engagement COVID-19 stats are updated monthly on the VWC homepage. 19 VVF training events, reaching 150+ attendees 2 EDI Claim Admin trainings held via WebEx 1 CSD WebEx training to the Virginia Employment Commission 1 Missouri Self-Insurance WebFile demo via WebEx

VWC Q4 Report, 2020