IVR begins Phase IV change over

  • Published
  • By Tech. Sgt. Rob Hazelett
  • ARPC Public Affairs
BUCKLEY AIR FORCE BASE, Colo. --  In order to provide improved customer service, the Air Reserve Personnel Center's new Interactive Voice Recording phone menu will change over to Phase IV Nov. 16.

The purpose of the IVR is to narrow the focus on what customers' needs are to quickly service them. During high call volumes, the automated overflow system was built to automatically route customers to a specific individual with the experience to assist them.

"After reviewing customer call volume over the past three months, Phase IV will feature higher call volume topics at the top of the menu," said Maj. Tim Martin, ARPC Chief of Programming Management. "For example, the data found almost a third of calls were for retirements and this will be the first option on the IVR menu. Additionally, the new menu will incorporate options for our force development and promotions sections for callers to quickly reach a specialist to support their specific needs."

The new initiatives to the IVR technology will improve the customer's experience when they call the Total Force Service Center.

"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."

The IVR provides a better work environment for ARPC because personnel from different sections will not be pulled to answer calls in knowledge areas where they might not be as familiar to answer a customer's question.

"The IVR is bringing us to another level of sophistication. It helps us serve our Total Force Airmen in a timely manner," said Col. Pat Blassie, ARPC Commander. "I want our folks to provide the best service to our customers and I want our customers to have a good experience when they call us."

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.