Unemployment call center wait times

HOLYOKE, Mass. (WWLP) - A lot of people had a hard time getting through to the state's unemployment office.

We've gotten a number of e-mails from viewers complaining  the phone just keeps ringing when they call the unemployment office.

We did some investigating and found the office has been experiencing a higher than normal call volume since the start of the new year.

Employees at Career Point in Holyoke say when people can't get through to the state, they're coming to them, and they've also been busy lately.

Career Point's Tom Thatcher told the I-Team the overcrowding has to do with recent holiday layoffs, and the federal extension on unemployment insurance that expired and then was extended when the fiscal cliff deal was signed.

People have to call to renew their benefits but not everyone has had an easy time getting through, and in turn lining up tp see local agents in person.

“On a Monday morning, people were coming at 4:00 am to wait online for when I open the building at 7:00 am to get on the list for the day,” Thatcher said.

The I-Team contacted the state.

They told us they've extended their hours and hired more people to handle the extra calls.

It's also important you call on the correct day for you, depending on your social security number.

For information on that, click here .