Unemployment claimants have spent about 15 million fewer minutes – or about 28 years – holding phones to their ears so far this year, thanks to Employment Security’s new “virtual hold” option.

More people also are taking advantage of the department’s recently upgraded online claims system.

“When the recession hit, our online and phone claims systems were ill-equipped to deal with the hundreds of thousands of people who needed our help,” said Employment Security Commissioner Paul Trause. “With the recent investments and upgrades, we are getting closer to offering the level of service our customers demand and deserve.”

Activated in December 2009, virtual hold gives callers to the unemployment-claims call center the option of being called back instead of waiting on hold, without losing their place in line. More than 75 percent of callers are choosing the virtual-hold option, and on average, customers are getting a return call in about 20 minutes.

“Virtual hold saves cell-phone minutes for our clients and reduces our phone bill as well,” said Nan Thomas, assistant commissioner for unemployment insurance. Virtual hold will reduce the department’s phone bill by about $500,000 in its first year.

Those choosing to file claims online also are getting an improved experience. Recent upgrades expanded the capacity of the online claims system and increased the system’s processing speed. About 60 percent of claimants are now filing their weekly claims online – up about 7 percent from last year.

Even with these improvements, Trause said customers should expect increased phone wait times because call centers are at their busiest during the winter months, when industries such as construction and agriculture are in their off-season.

Call-center hours have been extended by one hour to help handle the increased workload, and claimants are urged to submit claims online, use virtual hold when available, and call later in the week when the phone lines aren’t as busy.

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Employment Security Web site – www.esd.wa.gov.