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/Senior Airman Russell S. McMillan

March Key Spouse Program kicks off initial training

U.S. Air Force photo/Senior Airman Russell S. McMillan Valerie Fioretta, key spouse facilitator and director of the Airman and Family Readiness Center, March Air Reserve Base, explains an exercise to participants during an init...
 
 

‘Tis the season for holiday health

The holidays are a great opportunity to enjoy time with family and friends, celebrate life, to be grateful, and reflect on what’s important. They are also a time to appreciate the gift of health. Here are some holiday tips to support your efforts for health and safety this season. Wash your hands often. Keeping hands...
 
 

California DMV to unveil Veteran driver license, ID card

Late next year, California’s nearly two million Veterans will have the chance to get a special Veteran marking on their California driver license or ID card. The word “VETERAN” on their card will indicate they have served in the United States Armed Forces. The Veteran designation will cost an additional $5. To get the new...
 

 

Safety Tips for this holiday season

It’s that time of year once again, and the March ARB Fire Prevention wants to ensure your safety during the holiday season. It is our pleasure to share the following safety tips to help you enjoy the holiday season. Only flame-proof decorations are authorized for use on March ARB. Special decorations or temporary arrangements for...
 
 

CAL FIRE warns of home heating dangers during winter storms

As a major winter storm prepares to hit California, CAL FIRE is reminding residents to take steps to heat their homes safely. While the cooler weather and rain is a welcomed event during a time of severe drought in California, it also means that many will need to turn on home heating sources to keep...
 
 

Gen. Hyten: Future of AF is air, space, cyberspace integration

WASHINGTON (AFNS) — The commander of Air Force Space Command talked about the fundamental relationship between space operations and everyday life – not only for the military, but for the American people – during a breakfast at the Capitol Hill Club, Dec. 5. Gen. John E. Hyten, the AFSPC commander, explained the complexities of global...
 




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