BUCKLEY AFB, Colo. â€” 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.
â€œIn 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,â€ 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.