By Navy Personnel Command Public Affairs Office
MILLINGTON, Tenn. — Navy Personnel Command’s (NPC) Customer Service Center (CSC) is expanding a detailing pilot program March 22, that aims to help Sailors get answers to their detailing questions while reducing detailers call volume.
The program began in early 2010 and screened all Aviation Ordnanceman (AO) and Surface Electronics Technician (ET) detailer calls through the CSC to evaluate how many questions could be resolved without direct detailer contact. It is adding Gas Turbine Systems Technician (Electrical) (GSE) and Gas Turbine Systems Technician (Mechanical) (GSM) ratings next.
“First and foremost we strive to answer the caller's questions here at the CSC. If we cannot answer the caller's question, we then transfer them to their respective detailer,” said Todd Winfield, task manager, Knowledge Management, NPC CSC. “We have the ability to answer the majority of those questions but there are still some questions that the Sailor will need to discuss with their respective detailer.”
The AO and ET ratings were the first ratings tested, resulting in a 12-15 percent reduction of direct calls to the detailers. This equals about 280-350 calls per month for general questions, freeing the detailer to work in other areas such as order writing, administrative tasks or taking more complex calls the CSC could not answer.
“Keep in mind that Sailors rarely call their detailer with just a single question. Most often, multiple questions are presented on each phone call,” Winfield said. “If an NPC CSC agent answers four of the five questions that are presented on the phone call and cannot answer the final question, they will transfer the caller to their respective detailer.”
The focus, according to Winfield, is to provide callers a fast resource for some of the more typical questions asked of the ratings’ detailers.
“I’m excited for my community to be a part of the pilot,” said Chief Gas Turbine Systems Technician (Mechanical) (SW) Anthony Bryan, GS lead detailer. “With two detailers responsible for 4,400 Sailors, the CSC will serve as a great tool. It will make communications better for everyone.”
The CSC was established in 2002 with NAVADMIN 163/02 for the purpose of providing support to Sailors and their families around the world. They supply answers to a wide variety of career-related questions on Navy programs, policies, pay, benefits and selection boards. Sailors can call 1-866-U-ASK-NPC, Monday through Friday from 7 a.m. – 7 p.m. Central or submit e-mails to email@example.com.
“We are always reviewing our operation and how we serve our Sailors,” Cmdr. Chris Slayman, director, Central Transaction Processing, NPC CSC. “Getting those who need information to the proper resources is what we do.”
Sailors not in the two pilot ratings should still take full advantage of the immediacy the CSC offers.
Visit www.npc.navy.mil for more information.