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| News > ARPC launches IVR June 1 |
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ARPC launches new phone menu system
Posted 5/31/2012 Updated 6/4/2012
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by Tech. Sgt. Rob Hazelett
ARPC Public Affairs
5/31/2012 - 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.
"We can find out what a customer needs and be able to know what a call is about to focus on that particular area," Martin said. "In the future when an agent answers the phone, we have the data and know immediately if we're able to answer the question or transfer the customer to a specific area."
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. |
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