Customer Service Week (Oct. 2-6) is recognized as a week to honor those associates behind the scenes who answer calls 24/7, ensuring Exchange customers receive the best possible experiences.
It’s a familiar sight this time of year as Customer Contact Center associates enjoy special luncheons and events with senior leaders, all the while continuing to serve the best customers in the world.
These dedicated associates work in the Exchange Customer Contact Center.
Just like store associates, Contact Center associates have the important job of meeting customer needs. They are sometimes the only contact customers, especially Veterans for the online shopping benefit, have with the Exchange.
The center handles calls about the MILITARY STAR® card, ESSO fuel program, collections, returned checks and e-commerce.
So far, Customer Contact Center associates have fielded more than 1.2 million calls as of Sept. 24.
Exchange Contact Center Top Performers
The Customer Contact Center recognized (right to left above) Xavier Nevels, Robert Holloway, and Jesse Andrews for their exceptional customer service during recent contact center systems transitions and upgrades. They fostered great relationships with customers as they resolved their issues.
The trio addressed customer concerns calmly and positively. They gathered and tracked the customers/issues to ensure that they didn’t miss a customer concern. These associates prove every day that they place a high priority on our customers’ needs and concerns.
VetVerify.org Contact Center Welcoming Home Veterans
The VetVerify Contact Center officially opened for business April 25 with the sole purpose of helping Veterans register on VetVerify.org to verify eligibility for their new online shopping benefit.
The new benefit kicks off on Veterans Day, Nov. 11.
As of mid-September, more than 373,000 Veterans have registered on VetVerify.org to get ready to shop online with the Exchanges. More than 8,400 Veterans are “beta shoppers” during the test phase, leading to online sales of nearly $3 million as of Sept. 17.
The VetVerify Contact Center is managed by the Exchange Credit Program Operations’ Corliss Boettcher and Zoe Gilmore. Service delivery is outsourced to Buchanan Technologies, providing a Service Delivery Manager and 12 customer-service phone agents.
As of mid-September, contact center agents have serviced 20,917 phone calls and 5,764 chats. The chat option began June 12.
“The agents provide an exceptional customer experience through calls, chats and emails,” Boettcher said.
The contact center’s call volume fluctuates greatly depending upon the Exchange’s marketing campaigns, external grassroot initiatives and the largest campaign, “word of mouth.”
Meet These VetVerify Star Performers
Carolyn Johnson, Kim Payton and
Angela Malone
Johnson, Malone and Payton serve on the discharge documents review team, helping Veterans who require additional verification steps.
As of Sept. 20, they had reviewed more than 26,000 documents while also taking phone calls during peak periods.
Brittany Thomas
Thomas helped lead VetVerify since its inception. She assisted Exchange associates who worked in the VetVerify Contact Center while Buchanan Technologies, which is handling service delivery, was still interviewing potential phone agents.
She simultaneously worked her regular job with Exchange Credit Program operations.
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