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. Army photo/Staff Sgt. Jennifer McLaughlin

Jones assumes command of 304th SBDE

U.S. Army photo/Staff Sgt. Jennifer McLaughlin Col. Robin Jones, incoming 304th Sustainment Brigade commander, accepts the unit colors from Brig. Gen. Scottie Carpenter, 311th Expeditionary Sustainment Command commanding genera...
 
 

March Volunteer Income Tax Assistance Center closes soon

The March Volunteer Income Tax Assistance Center will remain open for filing taxes until April 30, 2014. With the formal tax season now over, the March VITA Tax Center has prepared approximately 800 returns, saving nearly $100K in preparation fees, and clients have received back more than $850 thousand in combined state and federal refunds,...
 
 

Air Force launches new program to capture innovative ideas

WASHINGTON (AFNS) — Air Force officials announced the creation of a new program April 4, designed to harness Airmen’s innovation. Airmen Powered by Innovation, or API, will replace three existing Air Force “good idea” programs – the Innovative Development through Employee Awareness, Productivity Enhancing Capital Investment, and Best Practices programs – and expand the role of...
 

 
U.S. Air Force photo/Linda Welz

General Selva impressed with Total Force Integration at March

U.S. Air Force photo/Linda Welz General Paul Selva, commander, Air Mobility Command, presents Tech. Sgt. Rebecca Ghesquiere, 912th Air Refueling Squadron, with his coin, congratulating her for being named the 2013 AMC Maintaina...
 
 
Photo courtesy of Bernard S. Little

Air Force welcomes four-legged lieutenant

Photo courtesy of Bernard S. Little Goldie, a Golden Retriever, stands at “attention” after being commissioned as a second lieutenant in the dog therapy program at Walter Reed National Military Medical Center on March 12. G...
 
 

Airmen must revalidate dependents

By Dec. 31, every Airman will be required to provide their servicing finance office with documentation for all dependents as part of Air Force audit readiness efforts. This one-time, Air Force-wide recertification process will allow the Air Force to validate Airmen’s basic allowance for housing entitlements, ensuring every dollar of the $5.4 billion the Air...
 




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