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.


 
 

 
U.S. Air Force photo/Tech. Sgt. David House

Pacing program embodies Wingman concept

U.S. Air Force photo/Tech. Sgt. David House Staff Sgt Joey William, 452 Force Support Squadron (right) helps fellow Airmen keep pace during a timed run at the March ARB running track, June 28. William is one of several voluntee...
 
 

Protecting your possessions while on vacation

Somewhere in southern Sicily a man at a remote café sighs, refreshed after a day of climbing hills, thanks to his new black support socks. Opposite him, his wife proudly thrusts her shoulders forward to accentuate her red Yoga T-shirt, even though she has the physique of a woman who loves double ladles of crème...
 
 

Sexual Assault Prevention Innovation Award announced

Defense Department officials today announced the first Sexual Assault Prevention Innovation Award to recognize military and civilian contributions that advance the department’s goals of preventing sexual assault. Core elements of the military’s strategy to prevent sexual assault include the promotion of innovative ideas and enhanced collaboration among the services, officials said. In May, ...
 

 

New clinical recommendations to treat sleep problems

The Defense and Veterans Brain Injury Center (DVBIC) has released new clinical recommendations and support tools to assist in the identification and treatment of a sleep disturbance occurring in patients after a concussion or mild traumatic brain injury (mTBI). The suite of products assists health care providers in the identification of a sleep problem and...
 
 
912-COC

News Briefs July 18, 2014

Change of Command U.S. Air Force photo/1st Lt. Jonathan Wavell Lieutenant Colonel Nathan R. Howard, Commander, 912th Air Refueling Squadron (right), assumes command as he accepts the guidon from Colonel Shawn E. Teagan, Command...
 
 
U.S. Navy Photo/Senior Chief Mass Communication Specialist John Harrington

They took a brave path to the United States

U.S. Navy Photo/Senior Chief Mass Communication Specialist John Harrington Jimmy Truong (sitting) and Vien Do escaped from Vietnam and found their way to the U.S. before eventually landing Information Technology jobs at the AFN...
 




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