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MNsure addresses call center wait times by hiring more employees

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Higher-than-expected wait times at the MNsure call center have prompted the new insurance marketplace to hire extra employees.

  Wait times had declined since the site opened in October, but callers were still on hold for an average of at least 10 minutes, said MNsure Executive Director April Todd-Malmlov.  

"We are doubling our call center staff," she said. "There are more that will be coming on over the next couple of weeks" to reduce wait times and to help with an expected increase in consumer demand at year's end, she added.

  MNsure officials this summer said callers would wait on hold for no more than five minutes.

  Todd-Malmlov did not say how much the additional staff will cost, but the money comes from federal funding.

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