Air Force

June 8, 2012

ARPC launches new phone menu system

by Tech. Sgt. Rob Hazelett
ARPC public affairs

BUCKLEY AFB, Colo. — In order to provide improved customer service, the Air Reserve Personnel Center is launching a new Interactive Voice Recording, phone menu starting June 1.

The purpose of the new IVR is to narrow the focus on what customers needs are, to quickly service them, said Capt. Tim Martin, ARPC chief of Programming Management.

“In the future, when agents answer the phone, they will already have the data on the customer and know immediately if they are able to answer the question or have the call transferred to the responsible area,” Martin said.

Once the IVR begins, a 30-day analysis will determine how to tailor the call menus based on call volume in each particular area. This data will help agents figure out how to enhance the process, Martin said.

Customers may have to type in additional numbers while navigating through the phone menu. However, ARPC received more than 172,000 calls last year and by implementing the IVR, both the customer and the contact center agent will spend a shorter time on the phone, Martin said.




All of this week's top headlines to your email every Friday.


 
 

 
Untitled-1

Seven little known facts about Memorial Day

As Americans get ready to observe Memorial Day with travel, family get-togethers and celebrations, let us not forget—it’s not about the BBQ. Memorial Day is observed specifically to remember those who gave the ultimate sacr...
 
 

Increased mission requirements open doors for continued military service

WASHINGTON (AFNS) — The Air Force is introducing several personnel and manpower initiatives to meet increased mission requirements outlined in the fiscal year 2016 President’s Budget. In order to enhance operational and mission capacity in support of combatant commanders, and to maintain readiness, the Air Force is setting a minimum active-duty force level of 317,000...
 
 
Natl-Better-Hearing-and-Speech-Month

Knowing signs of hearing loss, speech disorder are vital to well-being

May is Better Hearing and Speech Month, where we seek to raise awareness about communication disorders and learning how to recognize their signs. Below are things you should know, from the American Speech and Language Hearing A...
 

 

Quarterly Awards: best of the best highlighted

Airman of the Quarter: Senior Airman Dominique Acuna, integrated flight control specialist, 452nd Aircraft Maintenance Squadron.   NCO of the Quarter: Tech. Sgt. Ruben Davis, mental health craftsman, 752nd Medical Squadron.   SNCO of the Quarter: Master Sgt. Christopher Jugas, non-commissioned officer in charge of training, 452nd Security Forces Squadron.
 
 
DoD
AFN photo/Charlie Gill

Robert Sekula, man of many hats

AFN photo/Charlie Gill Robert Sekula, a broadcast journalist/producer working at the American Forces Network Broadcast Center, one of March Air Reserve Base’s mission partners, wears many hats. Robert Sekula’s ever-present ...
 
 
U.S. Air Force photo/Senior Airman Kevin Mitterholzer

Recruits swear in at Military Appreciation Night

U.S. Air Force photo/Senior Airman Kevin Mitterholzer Lt. Col. Erin Meinders, commander, 362nd Recruiting Squadron, swears in 13 new recruits to the Air Force Reserve, during the Inland Empire 66ers Military Appreciation Night ...
 




0 Comments


Be the first to comment!


Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>


Directory powered by Business Directory Plugin