Millington, Tennessee - Marking its one-month anniversary October 24, officials running the MyNavy Career Center (MNCC) Contact Center report the newly established tiered service delivery model is exceeding initial expectations for timeliness, accuracy and customer satisfaction.
Since Sept. 24, the MNCC Contact Center has processed more than 25,000 service requests with a daily average of nearly 850. These requests for information or transaction support arrive via phone, direct email and through MyNavy Portal (MNP). This marks a dramatic increase in volume from service requests received by the NPC customer service center, which offered a limited amount of support relative to the MNCC.
Nearly 90 percent of the queries the MNCC Contact Center received were resolved by agents during the initial contact phase, said Ann Stewart, director, Navy Personnel Command (NPC) Pay and Personnel Management. This exceeds the industry standard for call center first contact resolution.
“We are learning more everyday about the kinds of things with which Sailors need help,” Stewart said, “When a contact center agent doesn’t have the information available to answer a question on the spot, a service request is created and routed to a subject matter expert to resolve. This is where we are really learning – we will work to get more information to the contact center agents, so they can answer more questions immediately, and we are tracking the response times and following up to be sure subject matter experts are resolving requests in a timely manner.”
The top service requests over the first month included: verification of selection board package receipt, requests for documents from a service record, retirement-related questions and support to the numerous hurricane/typhoon accountability musters.
“We’re working to get better every day – so Sailors can spend their time focusing on their mission and their families,” Stewart said.
“The MNCC Contact Center is not only meeting our initial performance expectations, but also identifying areas for additional Sailor-centric process improvement,” said Rear Adm. Jeff Hughes, commander, NPC. “Sailors deserve a modernized personnel system on par with the very top service providers in the commercial sector, and we are determined to deliver with the MNCC concept.”
“Data collected over our first month shows that we are meeting benchmarks for both the timeliness and accuracy of our responses and overall customer experience,” Hughes said, adding, “Given current technology, Sailors are more connected than ever before, and they expect this level of service. We encourage all who make contact with us to provide candid feedback as we continue to evolve to better meet their needs.”
Opened Sept. 24, the MNCC represents an evolution in Navy pay and personnel services delivery by providing Sailors a tiered system of support available to them around the clock. Tier Zero is the Sailor’s self-service option through MNP, my.navy.mil. Tier One is communication with one of the MNCC Contact Center agents by phone or email. Finally, if a Sailor’s inquiry or transaction request cannot be handled by a customer service agent, they will be escalated to Tier Two, where a subject matter expert will take appropriate action and then maintain contact with the Sailor through issue resolution.