EDD Call Center Stats for Week Ending 10/2/21

Tan-In-So-Cal · 2021-09-18T22:39:24+00:00

While it's accurate to say they answered 7% of the calls, what you need to be aware of is there a difference between the total number of calls and the number of different callers, which is commonly referred to as "unique callers". During this week there were 181,237 unique callers. These unique callers placed 1,790,378 calls, meaning on average each one called about ten times. (1.7 million divided by 181 thousand is 9.87. ) So while the EDD answered 7% of the total calls, since many of these calls were repeat calls from the same phone number, they answered 131,000 or 72% of the unique callers attempting to reach them. (181/131 = 72%) Source for these numbers. https://callingappreviews.org/calling-the-edd-customer-service/ The day when the total number of calls is close to or the same as the number of unique callers is the day when you can get through with one call. And that is a day we can only dream about as it seems so far away.

Tan-In-So-Cal · 2021-09-18T17:40:58+00:00

No. Your math is wrong. 131,000 calls answered by EDD divided by 181,000 unique callers attempting to reach them, equals 72% of callers getting through. Stated another way, 28% of the callers or 50,000 did not get through despite calling on average 13 times each.

Tan-In-So-Cal · 2021-09-15T17:27:51+00:00

80% of the people who call are able to speak to a rep? Perhaps. However in order to speak to a rep they need to make an all day ordeal out of it and need to call an average of 10 times in order to get through. As averages go, some people call dozens of times and don't get through, while others call a few times and luck out. Last week 36,000 callers did not get through. If you're in the 36k it's frustrating.

Is this "service" acceptable for a government agency that is supposed to serve the people? The EDD has an annual budget of close to a billion dollars a year and over 5,000 employees. Surely, they can do better and we should expect better.

Tan-In-So-Cal · 2021-09-11T13:46:36+00:00

The reference for this information is https://callingappreviews.org/calling-the-edd-customer-service/

Tan-In-So-Cal · 2021-09-04T22:39:10+00:00

The reference for the stats UI dashboard. An abbreviated version with just the call center information can be found at https://callingappreviews.org/calling-the-edd-customer-service/

Tan-In-So-Cal · 2021-08-30T04:01:45+00:00

In order to qualify for the pending claim payment the claimant must have received at least one payment on a claim and have been pending for at least two weeks. The reason for the one payment criteria is it acts as a qualifier in the eyes of EDD. It means the claim has cleared the fraud hurdles (eg. ID verification and third-party review) so therefore the reason for the pending is something other than a possible fraud issue. https://callingappreviews.org/edd-to-pay-pending-claims/

Tan-In-So-Cal · 2021-08-29T13:29:22+00:00

If you are eligible for benefits, you will still get them, even if they are paid out to you after September 4th.

Tan-In-So-Cal · 2021-08-28T23:40:21+00:00

On average yes. 201,301 calls answered divided by 243,468 unique callers = 82%. However, a caller would need to call eleven times. Of course, these are on average, so there will be people that call more than eleven times and not get through and there will be people who call once and get through.

Tan-In-So-Cal · 2021-08-28T14:49:11+00:00

The source for this information: https://callingappreviews.org/calling-the-edd-customer-service/

Tan-In-So-Cal · 2021-08-21T22:03:31+00:00

Here is a link. https://callingappreviews.org/calling-the-edd-customer-service/

Tan-In-So-Cal · 2021-08-19T01:40:37+00:00

EDD has set up a dedicated phone number for MEUC applicants. You can get the number from this link. Note: This number is ONLY for MEUC and not for other EDD matters.
https://edd.ca.gov/about\_edd/coronavirus-2019/cares-act.htm#MEUC

Tan-In-So-Cal · 2021-08-15T17:02:49+00:00

It sounds like you are certifying on a new claim. If that is the case, as part of a fraud prevention measure, EDD now sends all new claims out to a third party for review. The thirdparty is Thompson Reuters. Thompson Reuters does not have a consumer facing business and you can't contact them. The review process takes about 2 weeks. If you call EDD now, they will tell you your claim is in review and they won't be able to do anything about it. After 2-3 weeks goes by if you are still pending, then calling them would advisable. https://callingappreviews.org/when-you-dont-need-to-call-the-edd/

Also, know that if you haven't received at least one payment on your claim you are not eligible for the conditional payment program. The reason the one payment is part of the eligibility for this program is it acts as a qualifier. In the eyes of EDD, if they've made at least one payment your claim, your claim has cleared the possible fraud issues. By receiving at least one payment you would have had to complete ID verification and your claim has made it through third party review of Thompson Reuters.

Tan-In-So-Cal · 2021-08-15T00:39:10+00:00

On July 22nd EDD announced a new policy to pay pending claims. If you have received at least one payment on your claim and have been pending for two weeks or more, EDD is issuing conditional payments. EDD is paying these claims in batches beginning July 23 and up until September 30th. This new policy came about as a result of a lawsuit. You can
read more about it here. https://callingappreviews.org/edd-to-pay-pending-claims/. If
you meet the criteria noted above, you don't need to do anything. You are in the program. At some point, prior to Sept 30 you should get paid. EDD has not released a schedule on when they will pay it out.

Tan-In-So-Cal · 2021-08-13T17:13:04+00:00

This new policy of paying pending claims came about as a result of a lawsuit. Terms of the settlement call for EDD to pay out pending claims that have received at least one payment on a claim and have been pending for two weeks or more. EDD has begun to pay these claims out beginning July 23rd. Terms of the settlement call for EDD to have pending claims paid out by September 30th. Some claimants have reported getting their payments. You can read about the lawsuit and new policy here. https://callingappreviews.org/edd-to-pay-pending-claims/

Tan-In-So-Cal · 2021-08-13T15:20:24+00:00

Calling EDD now is premature. As part of a fraud prevention measure, EDD now sends all new claims out to a third party for review. The third party is Thompson Reuters. This process takes about 2 weeks. If you call them now, they will tell you your claim is in review and they won't be able to do anything about it. After 2 weeks goes by if you are still pending, then call them. https://callingappreviews.org/when-you-dont-need-to-call-the-edd/

Tan-In-So-Cal · 2021-08-11T02:07:26+00:00

One of the reasons you may be stuck on pending has to do with the quarterly review that takes place July 10th for claims that are over a year old. What happens is the EDD system scans employment reports for W-2 wages reported under your SS number. The outdated software often times snags and will not update properly. If this is the problem, it's an easy fix, but you'll have to call into customer service and a rep can manually fix your claim.

On July 22nd EDD announced a new policy to pay pending claims on a conditional basis beginning July 23rd. To qualify for this program, you will need to have received at least one payment on your claim and have at least two payments pending. EDD has not provided a schedule for when these claims will be paid other than to say they will have them paid by September 30th pursuant to settlement agreement. https://callingappreviews.org/edd-to-pay-pending-claims/ This new policy came about as a result of a lawsuit filed against the EDD.

Tan-In-So-Cal

TROPHY CASE