DFAS Indy Customer Care Center turns it around

INDIANAPOLIS, IN, UNITED STATES

12.10.2019

Story by Tierra Sims 

Defense Finance and Accounting Service

DFAS Indianapolis Customer Care Center (CCC) turned their stats around this past year by implementing new initiatives to reduce Average Speed of Answer (ASA) and the number of abandoned calls. These strategies included reforming the training programs, hiring additional staff and rolling out Fast Lane menu options to divert more straightforward call types.

"A revamp in the training of new Customer Service Representatives (CSRs) is critical with the increased rate of new hires," stated Dexter Blackmon, Customer Operations director. The new format contributed to the rollout of a shorter, more efficient training time by 33%.

The training utilizes a rapid training program to ensure new staff members can handle specific call types, such as W2 reissues, 1099R reissues and myPay calls. New hires specifically trained on calls for 1099R reissues and myPay enables the center to lend support to those departments also, increasing calls answered by DFAS Indy CCC in these areas by 100% and 212% respectively. The rapid training also supports Fast Lane employee assignments.

Customers have also taken notice of the improvements in the service and training provided:

◦"I spoke with the Secondary Dependency Claims clerk; the service has improved a lot as far as the clerks assisting service members with filling out the 137-5. Thank you."
◦"Valencia hit an all-time high for being a great representative for DFAS. I am overcome with how helpful she was. I don't usually need a lot of help, but this 137-5 stuff is new to me. Valencia was just great. Please take care of her!"
◦"I wanted to comment for Ray, who was extremely professional, courteous, detailed. Patiently looked for information and informed me of everything. I appreciate such an informed employee and that he did such a fine job with customer service."



"Tax season causes the most stress on the DFAS Indy CCC," says Sharon Booker, Military Pay CCC division chief, "This is when the center gets its highest influx of calls, requesting pay records and W2s, among other items." To combat this, the center received permission to onboard more than the standard number of CSRs, as well as, utilize Personnel Force Innovation (PFI) Reservists and part-time CSRs to support the seasonal and lunch surges.

PFI's are assigned to assist with high volume seasons and part-time CSRs cover the gaps when full-time representatives go to lunch. Employees hired closer to the season are quickly trained on specialized call types and placed on the Fast Lane calls.

The Fast Lane option for the Interactive Voice Response System handles the simpler requests of W2s, which are a high-volume call type with a considerably lower talk time received during tax season. The Fast Lane diverts these calls from the main queue, significantly decreasing the callers' wait in the queue. This option resulted in a 94% reduction of ASA and a 95% reduction in abandon calls.

DFAS Indy CCC's has shown improvements, considering its ever-increasing compilation of recognitions. The call center had the CSR of the Year 2018 and CSR of the Quarter - Q3 2018.

In 2019, the call center had two new hires receive CSR of the Quarter - Q2 2019 and Q3 2019. These employees have been with the department under two years. The center has also garnered recognition through the Contact Center Professional Certification process; 25 certified representatives in the last two years.

"The department is like one big family. We support and look out for each other. If I have a question, I could ask anyone, and they wouldn't hesitate to help," Mayra Veguilla, DFAS Indy customer service representative, says of the work environment.

"The center prides itself on a positive, open work environment," noted Branch Chief of Military Pay CCC Division 1, Ariane Coleman, "Although stressful situations can come with the job, the CSRs take comfort in the support from the department."

Each October the center celebrates Customer Service Week in an effort to boost morale and teambuilding. As the month approaches, the representatives anticipate the friendly competition and a chance to unwind with team building and pitch-ins.

Veguilla said she likes the way we all are able to share even though we are from different departments. Customer Service Week is a joint celebration between DFAS Indy's Military Pay CCC and Vendor Pay CCC. During this week, the two departments intermix and compete together to dress up for themed days.

Although the DFAS Indy CCC has made great strides to improve its efficiency, the center is always looking for ways to continue improvement. Through continual training reforms, refreshers and weekly meetings, the supervisors ensure that employee needs are met so that customer needs will be met.

• Date Taken: 12.10.2019
• Date Posted: 12.31.2019 13:23
• Story ID: 357887
• Location: INDIANAPOLIS, IN, US